You Are AntiFragility

  • Andrew Vermes, Senior Consultant, Kepner-Tregoe
  • Date: Monday 20th of November at 12.15 – 13.00
  • Location: Manchester Central Conference Centre

IT service management, from the user or customer’s point of view, is a bit like being a baby. We scream when we’re hungry, tired, or frustrated because something isn’t working, and often we can’t articulate what’s wrong or say just what we need. And, up until recently (or perhaps still for some), what we meet when we interact with ITSM teams is a high wall of impenetrable processes and policies, apparently designed to prevent us from working at all, or not in the ways that would be helpful and comfortable for us.

To overcome this, in this session Andrew will be looking at how to build an antifragile IT service process. The business guru Nassim Nicholas Taleb has made much of antifragility, pointing out that rigid high walls are easier to demolish with a cannonball than something that bounces back. Which is exactly what we need more of in our ITSM: processes that can take the hard knocks, and bounce back, and evolve. Join Andrew to answer some important questions, such as how you get triple loop learning into your ITSM processes, why the ‘white space’ is your friend, and how to make the transition from controlling to enabling.

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