From the course: Putting ITIL® into Practice: Problem Management Techniques
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Building capacity
From the course: Putting ITIL® into Practice: Problem Management Techniques
Building capacity
- [Instructor] Think of how firefighters drill to prepare for fires, where decisive actions, quick responses, calm, temperament, and seamless collaboration become second nature. Getting things into muscle memory where actions and reactions are second nature and come about naturally is what that's all about. You want to avoid common pitfalls when you and your team work to build your problem management capability. The first is simply to intellectually accept the need for building capability, but not doing the practice and drills required to achieve and sustain it. The other is where the collective organization lacks capability, even when made up of competent individuals and teams. This happens when the team lacks shared practices. True capability is like a fire brigade's ability to respond to a fire. The time to settle on shared practices and get them into muscle memory is well before the fire is burning. Firefighters do not wait to figure out whether they should be putting on their…
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