ITIL 4
The four dimensions of service management – ITIL 4

ITIL 4 3.1: 3.1 Organizations and people

The first dimension: the organization's structure, roles, responsibilities, lines of authority and communication systems are set out and support its strategy and operating model. It also needs a culture that supports the objectives; a workforce with enough capacity and competence; leaders who champion its values; trust and openness so problems can be raised and fixed before customers feel them; attention to how people are managed and led and to their collaboration skills; and every person understanding how they contribute to value, which is what breaks down silos.

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