IT Service Management Blog

ITIL Principles Series Part 2 – Service Design.  Escape the ITSM Silos, with Anthony Orr

by Tom Parish

“A holistic approach ensures that everything comes together in the right way.” — Anthony Orr

The ITIL Service Design principle helps IT organizations move away from a “siloed” approach to service management, so they can deliver services faster and more efficiently. But what’s really involved with holistic service design?

Find out in Part 2 of our series on ITIL principles.

Join us as we talk with Anthony Orr, Global Best Practices Director for BMC Services at BMC Software, about how to produce the right output for the business. Learn how to design integrated solutions — combining the tools, technology, architecture, processes, and metrics — that enable IT to effectively meet customer needs.



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. Can you recommend some guiding principles that help support Service Design?
  2. Can you give us some more details about having a standardized, consistent, and integrated approach?
  3. Designing holistically sounds very modern. How do you describe this holistic approach?
  4. How does technology and architecture play into the holistic approach?
  5. How do you put this into practice? How do you execute on it?

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These postings are my own and do not necessarily represent BMC's position, strategies, or opinion.

About the author

Tom Parish