Think and work holistically
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And the fifth principle is think and work holistically. This works alongside so many other guiding principles, but in the think and work holistically idea, it's now very much looking at, often what is becoming, frankly, more and more complex world of products and services. We're really trying to see, in the round, all the aspects and facets that contribute towards the success and the value of that service back to the organization. This actually keys in to one of the other ITIL concepts of the four dimensions of service management. Because within those four dimensions it's very much a think and work holistically principle. You know, consider the concept of partners and supplies, cause often we're so dependent on those these days, in a world of products and services. Think about the people, the organizational structures, cause that's another dimension, that relates to this think and work holistically. Think about the inflation in technology. Again technology keeps changing, so that's a very relevant perspective. And on top of all that, think about value streams and processes. The ways we do our work, the ways we do our activity. And by use of those four dimension of service management, we are absolutely demonstrating the constant idea of think and work holistically, as a good guiding principle around the world of service.

About the Author

Martin is a professionally qualified and experienced IT Professional with over 25 years of experience in the IT industry. He has held a number of senior roles and has experience of large-scale IT Service Management implementation programs both in public and private sectors. He has over 15 years of experience working for QA as both a Senior principal lecturer/consultant and as Head of Service Management Product Development. Martin has delivered training to a wide variety of audiences, both UK and internationally, to consistently high levels of customer satisfaction.

His main role at QA is acting as a Head of Service Management Product Development to enable QA to deliver high quality, interactive training in the following areas:

  • Delivering a wide range of public ITIL, SIAM, and BRM courses
  • Delivering onsite ITIL and SIAM courses
  • Developing high-quality QA authored Service Management courses and courseware across all delivery mechanisms including classroom, e-learning, and virtual
  • Working with Industry partners to develop new curricula and courses – Recent examples include ITIL Practitioner and the BCS EXIN SIAM Foundation qualifications