ITIL

He said, do you know the systems? I went, yeah.

So the only bit missing is I've got to put you on an ITIL course and you've got to learn how to make them work every day properly.

He says, but you built them.

So his words were, now you're eating your own dog food.

Everything brings good security, right? And it's truly a team sport.

Good incident management, problem management, change management, all the ITIL things, good asset identification, whatever it might be.

So it's bigger than cyber and it's about lifting the quality of your entire technology and or business functions, right?

Yeah.

Yeah, I love it.

Some real ITIL stuff kind of.

Yes, and Covey.

I always do like some good old Covey over here because perspective matters.

Drawing it back, not just even this year, but even the first year of level zero, a colleague of mine, Madeline Dixon, gave a talk around OT service management.

And we take the principles of ITIL and how to run the IT organization as a business and apply it.

to an IT organization that's trying to run OT security or provide OT operational technology related services as a business.

And that was relatively new at a time, especially an individual having a title of OT service management delivery advisor, right? This is kind of cutting edge stuff.

I mean, we had some people who were paging the guy when the legacy system went down and found out he died six years ago, that kind of stuff.

So ultimately, we need to have- That sounds like ITIL working as advertised.

I know, absolutely.

It doesn't really matter where it came from and who made the bad decision to buy this piece of monstrosity 10 years ago, because that's going to be something we can't sell it on Craigslist.

It's another really important concept under the banner of experience management.

And I think as experience management is becoming more broad, particularly you say, now it's in ITIL version 5, but there's a concept I think really important.

Is it worth it? People talk about, we talk about return on experience or rock.

And I think that's really important because everyone sometimes thinks you have to be the greatest and we have to get everyone to be delighted with everything you're doing.

Drawing it back, not just even this year, but even the first year of level zero, a colleague of mine, Madeline Dixon, gave a talk around OT service management.

And we take the principles of ITIL and how to run the IT organization as a business and apply it.

to an IT organization that's trying to run OT security or provide OT operational technology related services as a business.

And that was relatively new at a time, especially an individual having a title of OT service management delivery advisor, right? This is kind of cutting edge stuff.

You must scale the whole picture, not just a sliver of it.

This is when I fall back to the ITIL four dimensions that are technology, which also includes information and data.

We have our vendors and partners.

We have our people and organizations.