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Is this the end of ITIL? No, it’s the end-to-end of ITIL!
ITIL 4 has been out for over a year. There are already many shiny new certificates. But what is the ‘value’ proposition of ITIL 4? ITIL now talks about ‘value streams’ and the end-to-end flow of work; however, DevOps and Agile practice owners are claiming that ITIL is no longer relevant or ‘fit-for-purpose’.

The new definition of a service is based on ‘co-creation’ of value, but what is value from a business and a customer perspective? And it isn’t just about ITSM changing. How do we get the business buy-in to apply effective IT governance to prioritise scarce resources against exploding demands? And how do we get support from the other stakeholders in the value chain - people who won’t necessarily go on ITIL training such as developers or suppliers?

In this session we will explore how ‘experiential learning’ has been effectively used with end-to-end teams to address these challenges and show concrete, pragmatic ITIL 4 takeaways, revealing what one CEO said about ITIL 4 as part of a flow eco-system.


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May 25, 2021 12:00 PM in London

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Paul Wilkinson
Business Development Director @GamingWorks
Paul has been actively involved in ITSM for more than 40 years in a variety of roles from operations to development to IT management. He was also actively involved in the development of ITIL Practitioner, which introduced the guiding principles to align ITIL to a more agile way of working. Paul is Business Development Director of GamingWorks, the company that developed the internationally renowned ‘Apollo 13 – an ITSM case experience’ ITSM simulation game, the ‘Phoenix Project’ DevOps simulation and, most recently, the MarsLander simulation which can be used to support ITIL®4 training and culture change. He was also co-author and developer of the ‘ABC of ICT’ (The Attitude, Behavior and Culture of ICT) publications, having conducted ABC workshops and simulation workshops with delegates representing more than 5000 organisations world-wide.