Episode 34: Organizations and People — Roles, Culture, Competence

The first of the four dimensions focuses on organizations and people, reminding us that technology alone cannot deliver value. In this episode, we’ll explore how organizational structure, defined roles, skills, and culture directly shape the effectiveness of service management. People provide creativity, decision-making, and accountability, while organizational design ensures they work together effectively. ITIL stresses competence, communication, and culture as factors that make or break services, and the exam often tests your understanding of how these human elements fit into the framework.

Practical examples include the importance of service desk agents who not only have technical skills but also strong communication abilities, or leaders who build a culture of continual improvement. Without alignment of roles, skills, and culture, even the best technology will fail to deliver. Recognizing this dimension helps you connect ITIL’s theory to everyday workplace realities. This episode was produced by BareMetalCyber.com.