Organisations and People Flashcards
What does the “Organisations and People” dimension cover in ITIL 4?
a) Roles and responsibilities, organizational structure, culture, and required staffing and competence levels.
b) Mnemonic: “ROCC” (Roles, Organization, Culture, Competence)
c) Think of a “ROCC” as the foundation of a strong organization, supporting all its people and structures.
Why is breaking down silos important in the “Organisations and People” dimension?
a) It facilitates value creation by improving communication and collaboration between departments.
b) Mnemonic: “SILO BUSTER” (Sharing Information Leads to Optimal Business Unity, Synergy, and Teamwork Everywhere, Resulting in success)
c) Imagine a “SILO BUSTER” as a superhero breaking down walls between departments, allowing information to flow freely.
How does leadership impact the “Organisations and People” dimension?
a) Poor leadership skills affect all levels of staff and ultimately the value offered to consumers.
b) Mnemonic: “LEAD or BLEED” (Leadership Excellence Advances Delivery; Bad Leadership Erodes Every Department)
c) Visualize a leader either guiding their team to success (LEAD) or causing the organization to suffer (BLEED).
What role does culture play in the “Organisations and People” dimension?
a) Culture shapes shared values and attitudes, influencing how work is done and services are delivered.
b) Mnemonic: “CULTURE CLUB” (Cultivating Unity, Loyalty, Transparency, Understanding, Respect, and Efficiency)
c) Think of your organization as a “CULTURE CLUB” where everyone shares the same positive values and work ethic.
How does the “Organisations and People” dimension relate to customers?
a) Customers are key stakeholders who ultimately determine the value of services or products.
b) Mnemonic: “C.R.O.W.N.” (Customers Rule; Organizations Work to Navigate their needs)
c) Imagine placing a crown on each customer, reminding you that in service management, the customer is royalty.
