Bureaucracy or Governance?

I think we all have seen Service Management organizations that were too bureaucratic.

This was not the goal but it just happened over time. Rigidity was bountiful.

The cure for bureaucracy is consumer focus.

Whether through the use of Experience Management, or not, Service Management organizations must consider the end (consumer’s view of value) at the beginning.

This is also addressed in ITIL4’s “Engage”.

The vision must be on outcomes.