Leading Change

I heard a great presentation on change management.


Some highlights I really liked:


– U.S. Army War College in developing high performance leaders seeks to develop competency to operate in an “VUCA” environment:


Volatile

Uncertain

Complex

Ambigious


– The key is NOT to get “emotionally/amygdala hijacked” where our “reptilian brain” in response to threats jumps to:


Fight, Flight, or Freeze


– Instead, we need to manage change methodically as “transitions” (which are personal and emotional) so that we understand that:


Every Ending is a New Beginning


(G-d does not close one door without opening a new one for us.)


–  When one thing in life comes to an end, this is where there is enormous potential for growth in:


The Reinvention of Ourselves


Release the emotions and be ready to move on!


– In short, it can be difficult to accept change unless we realize that:


Problems = Opportunities


And this is the critical place where we can try new things and learn and grow. 


(Source Photo: Andy Blumenthal)

>ITIL Version 3 – Serving Customers Like A Fine Restaurant

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This is not a framework or vendor endorsement, but I liked this simple video explaining ITIL version 3.

It explains the five key IT service cycles by comparing them to business services in a restaurant, as follows:

1) Strategy to headquarters creating restaurant theming
2) Design to chefs developing the restaurant menu (to meet customer needs)
3) Transitions to cooks running the restaurant kitchen (reliably)
4) Operations to waiters/waitresses delivering services (and owning customer satisfaction)
5) Service Improvement to the maitre d’ ensuring quality standards

The video is a little quirky in the way it cycles back and forth between ITIL and the restaurant, but overall I think the analogy works!