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title
ITSM Capabilities: It’s Not About the Processes! - SysAid
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Ever hear that ITSM (and ITIL) are not about the processes? If that’s true, then why are the ITIL volumes full of processes? Incident management, change management, release, and so on. Twenty-six of them, at last count. What am I missing? Processes Are Great, But… If you look at IT from the perspective of the customer – as all IT providers should – it becomes immediately obvious that processes are vastly less important than the outcomes the customer can see. Customers know processes are key to producing outcomes, but frankly, the customers care very much about the outcomes, and very little about the processes themselves. So, let’s agree on this: Outcomes are more important than processes. Pearl Zhu talks about Business Capability versus Processes over at Future of CIO. The article is well worth reading; in it, she describes a process as how it’s done, whereas a capability is what is done. In other words – what’s accomplished, or (the outcome). It comes down to this – a process by ...
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Barak Dror
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