For years, proponents of service management have promoted a service mindset in which contributors throughout the organization work to co-create value with customers. This is laudable, but the method for achieving it has been too focused on implementing a few specific processes and tools. More attention needs to be given to human skills to realize the vision.
ITIL 4: Direct, Plan and Improve focuses on the core competencies that leaders and line employees should cultivate and apply throughout their service management careers. Readers will find ideas and methods that they can use to be better leaders and individual contributors, and that they can build upon in the future.