ITIL How to Implement: Transforming Systems by Dancing with Complexity

Last August, PeopleCert published a new ITIL Official Book: “How to Implement”. Although some people thought it was about implementing ITIL, it’s not about organizing your toolshed but actually using the tools, whether ITIL-based or not. It is a guide to implementation of organizational transformations – from relatively small, to very large. Some distinguishing highlights:

1. It is pattern-based, not prescriptive. You select initiation, governance, and execution patterns for the specific context. Patterns can be re-selected as conditions change.

2. The transformation model has four layers—Governance, Positioning, Execution, Learning—spanning twelve stages.

3. Execution matches the domain: ordered, complex, or chaotic. The book provides distinct execution patterns accordingly (Implement, Discover, Contain).

4. Governance is designed, not assumed. You diagnose ten characteristics and choose among four governance patterns, then customize and bridge with BAU governance.

Mark, who was one of the authors of the new book, will answer these and other questions about the new ITIL publication. Other authors and contributors Kaimar Karu, Stuart Rance, and Roman Zhuravlev will also participate.

Mark is a writer, coach, and bridge-builder at Smalley.IT, helping IT professionals understand service with a keen focus on progressive management of IT systems and services. He has contributed to many industry bodies of knowledge, served as lead editor for ITIL 4 High-velocity IT, and delivered presentations at hundreds of events across more than thirty countries.