Systems Thinking: Part 1
Systems thinking helps us properly evaluate solutions to novel and existing problems. Patrick von Schlag introduces the Cynefin Model.
Making IT Work episode 10: The Agile Mindset
The Agile Mindset Making IT Work episode 10 discusses differing aspects of the mindset and how it should be used throughout the business, not just in programming.
Making IT Work episode 6 Customer Journeys: Offer part 2
In this episode Patrick von Schlag takes a high-level viewpoint to discuss how Best Practice frameworks impact the design of service offerings and structure bid development. LEAN Agile DevOps ITIL4
Making IT Work episode 5 Customer Journeys: Offer
Customer Journey: Offer explains the process and acronyms for creating the business case for the relationship, defining a minimum viable product, and exploring and clarifying customer needs.
Making IT Work Customer Journeys: Engage Relationships
ITIL Service Relationships can work for work for both customers and providers when both parties understand the needs and capabilities of the other. Explore how these relationships develop and evolve in this episode.
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 partner relationships with both clients and suppliers
Mapping the Customer Journey Part 1
Mapping the Customer Journey provides a basic template for understanding how a customer feels at each stage of a service engagement. While it may look like a sales cycle from the outside, the magic of a well-executed Customer Journey lies in the insight provided by this fundamental perspective shift. In this short video Patrick von […]
The ITIL 4 Journey – One Year In
Blog post – The ITIL 4 Journey – One Year In Axelos was nice enough to ask me to write an ITIL 4 blog post a little while ago on the Managing Professional certificate. I was happy to do it; you can read a little more about what we came up with at https://www.axelos.com/news/blogs/december-2019/itil-4-mp-transition-a-transformed-framework It’s been […]
What is a Service Portfolio? part of the ITSM Concepts Series
This short video illustrates a Service Portfolio and its main components.