Talks describing an investigation into ITIL and IT service management from a systems perspective.
The viable systems model is here applied to IT Service Management - which is regulated in many countries by the ITIL standard. A particular focus in this talk is the cybernetic loops - the stability, adaptability and transformation loops - that function in the operations space of IT support - known as incident (and event), problem and request management loops. This reveals the missing cybernetic loops that ITIL doesn't describe and which hence cause problems in organisations relying on ITIL for their processes.
