We must stop treating the processes in ITIL as discrete units, where “paint-by-numbers” is a viable approach, says Kaimar Karu. Remember: it’s not about processes, it’s about value and services, and the “how” of every process or concept matters only when the “why” is first successfully addressed.
After commencing his studies in philosophy in the late nineties, Kaimar decided to add a practical element to his life (and to pay his bills) by turning his hobby into a career. His roles in technical support and software development led to the world of project management, and he took on the task of setting up a PMO for a government agency. After successfully delivering several key EU projects with his awesome team, Kaimar moved to IT service management (ITSM) to help organizations worldwide become better at delivering customer value. Before joining AXELOS, where his role was to oversee the product strategy and development for ITIL, PRINCE2, and the rest of the Best Practice portfolio, including co-authoring ‘the best ITIL book out there’ – ITIL Practitioner – Kaimar spent three years working with Skype on improving their ITSM and operational capabilities.