Mark Smalley, also known as The IT Paradigmologist, thinks, writes, trains and speaks extensively about IT 'paradigms’ – in other words our changing perspectives on IT. Mark is a Trainer/Consultant at Smalley.IT and Master Trainer for GamingWorks’ MarsLander and The Phoenix Project business simulations. He is Global Ambassador at the DevOps Agile Skills Association (DASA). He has contributed to various IT industry bodies of knowledge.
Mark Smalley is the Lead Editor of this ITIL® 4 module. He consulted with 45 industry colleagues from 18 countries to determine the desired topics, and engaged 23 of them as co-authors.

What to expect
Unsurprisingly, high-velocity flow is one of the five organizational objectives in IT service management in digitally enabled organizations. Fast flow not only ensures fast delivery but also provides fast feedback that keeps team members engaged, contributing to meaningful and rewarding work. In this presentation, he will share his thoughts and practical examples regarding key topics such as ethics, unpredictability, safety culture, service-dominant logic, operating models and value streams, which is where the action happens and of course FLOW.