(This is part two of a series exploring Complexity Science and the concept of complex adaptive systems in the context of ITSM. The first article, a primer for ITSM on these concepts, is here)

In my previous article, I explored the core characteristics of complex adaptive systems. Now, I am going to focus on one particular trait of such systems, emergence, particularly in the context of increasing our understanding of its impact on IT Service Management.

The new ITIL 4 material, notably the ITIL 4 book, High Velocity IT (I was a co-author of this book) introduces complex adaptive systems to the ITIL narrative as part of its broader exploration of DevOps, Agile, and other transformative ways of thinking and working. …

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Jon Stevens-Hall

The intersection of digital transformation, DevOps, and ITSM. Articles by a senior Product Manager in the enterprise service management space. Personal views.

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