01-1. Describe the concept of best practices in the public domain (SS 2.1.7, Fig 2.3)

01-1. Describe the concept of best practices in the public domain (SS 2.1.7, Fig 2.3)

Elements/Functions/KW:

Best Practices, ITSM

Book Category:
Service Strategy


Best Practices in the Public domain - SS, p32
Introduction

• Using Best Practices to close capabilities gap between competitors to better offer services to customers
• ITIL is a Best Practice Model in the ITSM field.
• Companies should build proprietary knowledge on top of the BP frameworks
• Benefit - Collaboration across departments with common framework (practices/models)

Why BP is better than proprietary models - p33

• Hard Replicate - Deep seated and difficult to adopt/replicate when working with other groups
• Specialized - to local contexts and not general enough to adapt/be useful across board
• Cost - Owners of proprietary processes expect $
• Public Frameworks Validated across diverse industries/verticals
• Wide community usage - training, certification access for professionals