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“Operations has the challenge of becoming ‘optional’ if they don’t have the right principles in place.” — Anthony Orr


In Part 4 of our series on ITIL principles, learn how to ensure that your day-to-day operations are providing value from both the customer and IT perspective.


The Service Operation principles focus on value realization, operational balance, and operational health — so you can be sure you’re doing what you promised in your SLAs.


Hear from Anthony Orr, Global Best Practices Director for BMC Services at BMC Software, about how the latest IT trends are forcing a shift in operational policies. Learn how to keep end users from turning to outside suppliers for critical IT services.



Anthony Orr


Anthony Orr is Global Best Practices Director for BMC  Services at BMC Software. Anthony has more than 25 years of experience  in managerial, consulting, marketing, and technical positions for IT Service Management strategies and implementations. He is certified in  ISO 20000, and ITIL Foundation, Practitioner, Service Manager and ITIL  V3 Expert levels. Anthony has authored many white papers, books, and  Industry Insights.





  1. What principles should an organization consider to ensure the best outcomes in operations?
  2. How do you determine how many resources should go into maintaining operational balance and how many go into operational health? How can an organization make the best trade-offs?
  3. What other principles can improve operations?
  4. How do you get operations to pay attention to business strategy?



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