Managing conflicts ITIL Style

A conflict is a strong disagreement between people or teams and will arise from time to time. Conflicts can be constructive or destructive. Destructive conflicts are focused on people and personalities. Constructive conflicts are centered around processes and functions. From an ITIL point of view most conflicts that will arise will be centered around processes and functions. Simply put a conflict will arise when someone does not get what they want when they expect it. So if a conflict arises who wins ? The best way to answer that is to try and understand the conflict itself and understand the definition of winning. In a conflict the party who's goals are more aligned towards the goals of the organization should be more favored and should have more say in the matter. Having said that resolving a conflict may not be as easy as that. Taking a look at the nature of the conflict may provide a clue at the possible paths to resolutions.