Session 107: Service Leadership's 9 Guiding Principles: Modeling Success


Wednesday, April 11 at 10:15 AM

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The leaders of a service organization set the tone. They can either inspire desirable behaviors in their teams—or reinforce counterproductive habits. Leaders at every level must not only guide and direct, they must model the kind of behavior they want to see in their teams. Whether planning, designing, and deploying a new service or conducting ongoing continual improvement activities, ITIL has defined nine principles that leaders can model to their teams and use to guide service management initiatives. We will explore these principles and share practical examples of how service leaders can leverage them to model their behavior, change behaviors, and drive results.

Lou Hunnebeck

Principal Advisor
DXC Fruition

An ITIL Expert with more than 30 years of experience in service industries, Lou Hunnebeck is currently Principal, in the Advisory Services team at DXC Fruition. Lou was led to ITSM from a background of process consulting, training, and service management systems consulting. She served as the author of the ITIL Service Design publication, 2011 Edition, is on the Senior Examination Panel for ITIL, and speaks regularly at industry meetings to spread the message of ITSM.

Stuart Rance

Service and Security Management Consultant
Optimal Service Management Ltd.

Stuart Rance is a consultant, trainer, and author with an international reputation as an expert in IT service management and information security management. He was an author for ITIL Practitioner, lead author of RESILIA: Cyber Resilience Best Practice, and author of ITIL Service Transition. Stuart is chief examiner for RESILIA, an examiner for ITIL, and an instructor for ITIL, CISSP and many other topics.