The Culture of Improvement

Presented by

Peter Johnson, Director, Fairday Research Limited

About this talk

The ITIL Continual Service Improvement volume describes the importance of culture and advocates organizational change to align the enterprise to service goals. In this presentation the concepts of culture and change are examined in greater detail, and arguments are presented to suggest that 'culture change' is an enormous and perhaps risky endeavour. While the CSI volume partly acknowledges this and recommends starting with 'behaviour' change, this presentation describes specific aspects of organizational functioning which research evidence has linked to outcomes useful to CSI. Practical methods of how to use these are discussed.

Related topics:

More from this channel

Upcoming talks (0)
On-demand talks (1550)
Subscribers (96890)
IT service management forms the backbone of any forward looking IT infrastructure. Whether it’s the latest trends, techniques or strategies, the content in this channel will help you optimize your organization's IT operations.