2. Guiding Principles Flashcards

1
Q
  • know WHO your customer

- link back to VALUE, CUSTOMER or other Stake Holder

A

Focus on Value

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2
Q
  • Do not start from scratch
  • See what you have, what can be re-used
  • Establish BASELINE - starting point
    (measurement based on FACT, not assumption)
A

Start Where You Are

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3
Q
  • NOT all at once
  • do something
  • instead of spending too much time planning the whole picture
  • small / manageable section
  • BENEFITS: execute/complete in timely manner, sharper focus, fix failure easily
A

Progress Iteratively With Feedback

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4
Q
  • BREAK SILOS
  • better information = better decision
  • Identify bottlenecks, Work In Progress, constraints
  • UNCOVER waste
A

Collaborate + Promote Visibility

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5
Q
  • see the big picture

- consider all of the 4 DIMENSIONS

A

Think + Work Holistically

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6
Q
  • minimum number of steps
  • outcome-based thinking
  • don’t over-complicate
  • think Bill Gates’ quote re: lazy people
A

Keep It Simple + Practical

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7
Q
  • improve first!
  • minimise human intervention
  • use tech to scale up or take on frequent/repetitive task
A

Optimise + Automate

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8
Q

What is starting point for OPTIMISATION

A

Understanding vision + objectives of the organisation

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9
Q

Which guiding principle emphasises the need to:

  • understand the flow of Work In Progress
  • identify bottlenecks
  • uncover waste
A

Collaborate + Promote Visibility

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10
Q

Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?

A

Progress iteratively with feedback

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11
Q

Which is intended to help an organisation adopt and adapt ITIL guidance?

A

The guiding principles

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12
Q

Which guiding principle is PRIMARILY concerned with consumer’s revenue and growth?

A

Focus on value

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13
Q

Which guiding principle recommends assessing the current state and deciding what can be reused?

A

Start where you are

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14
Q

Which guiding principle recommends that the four dimensions of service management are considered?

A

Think and work holistically

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15
Q

Which guiding principle recommends collecting data before deciding what can be re-used?

A

Start where you are

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16
Q

Which describes the nature of the guiding principles?

A. Guiding principles can guide an organization in all circumstances
B. Each guiding principle mandates specific actions and decisions
C. An organization will select and adopt only one of the seven guiding principles
D. Guiding principles describe the processes that all organizations must adopt

A

A. Guiding principles can guide an organization in all circumstances

17
Q

Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?

A

Progress iteratively with feedback

18
Q

Which is a key consideration for the guiding principle ‘keep it simple and practical’?

A. Try to create a solution for every exception
B. Understand how each element contributes to value creation
C. Ignore the conflicting objectives of different stakeholders
D. Start with a complex solution, then simplify

A

B. Understand how each element contributes to value creation

When analyzing a practice, process, service, metric, or other improvement target, always ask whether it contributes to value creation.