067 - What the heck is ITSM? And how is it like Improv?

Project Management Happy Hour · Apr 6, 2021 · 1h 4m

If you are a PM working in or with a large enterprise, you may have heard of ITSM, or the ITIL framework. And you may well have been asked to create additional deliverables and go through some processes to support ITSM. But what is it? How does it work? Why is it good for organizations? And as a PM, what do I typically need to do to support it? And, what's the difference between ITSM and ITIL? To help us better understand ITIL and ITSM, we are joined today by one of the most respected experts in the area of ITSM, Erika Flora of BEYOND20. Erika not only helps us understand ITIL and ITSM, but…