At the end of the course I asked him what were the most important aspects that he will take away with him.. and try to implement…

His responses focused on developing a greater understanding with the business – and forging this Business and IT working together concept.  He said his greatest challenge will be “changing” the way the business managers’ perceptions of the value of IT services and how they can contribute more efficiently to the business… instead of just seeing it as running a network… and a few pc’s…

So his first steps imply a start… very much at the Service Strategy level.    He also talked about trying to clearly negotiate the service solutions so as to remove ambiguity etc…
 

As I pondered this -  this seemed like an excellent starting point , as opposed to trying to set up incident, or a service desk approach.
 

I am keen to follow his ITIL journey to see how he goes.

Hats off to this one man band!

Till next time Cheers from the ITIL Australia Team at The Art of Service

Michael