ITIL emphasizes that no element of a service operates in isolation, and this is captured in the guiding principle “Think and Work Holistically.” In this episode, we’ll explain how services, practices, teams, and processes are interconnected parts of a larger system. Thinking holistically means recognizing these interdependencies and managing services as complete value streams rather than fragmented tasks. Working holistically requires breaking down silos and considering people, processes, technology, and partners together. This approach ensures organizations don’t optimize one area while unintentionally harming another.

To bring this to life, we’ll look at examples such as incident response, where technical fixes must be paired with communication, user support, and follow-up improvements. For the exam, remember that holistic thinking aligns directly with ITIL’s four dimensions of service management. It’s not just about seeing the big picture — it’s about making decisions that account for every piece of the system. This episode was produced by BareMetalCyber.com.