Archives of ITIL

Systems Thinking: Part 1

Systems thinking helps us properly evaluate solutions to novel and existing problems. Patrick von Schlag introduces the Cynefin Model.
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Making IT Work episode 7 Customer Journeys: Agree

Service Level Agreements impact the value to both the customer and the service provider and encompass more than Utility and Warranty. Learn more about the formal development process with Patrick in this episode of Making IT Work.
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Mapping the Customer Journey: Engage p1

  Mapping the Customer Journey: Engage p1 Reaching desired business outcomes requires listening to build a comprehensive and effective relationship. Listen as Patrick von Schlag presents the foundation for building […]
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Mapping the Customer Journey: Explore

Mapping the Customer Journey: Explore  The journey opens with work on Understanding the Customer. The beginning of the relationship starts with questions around  Who is the Customer?  What work does […]
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