2. Guiding Principles Flashcards
- know WHO your customer
- link back to VALUE, CUSTOMER or other Stake Holder
Focus on Value
- Do not start from scratch
- See what you have, what can be re-used
- Establish BASELINE - starting point
(measurement based on FACT, not assumption)
Start Where You Are
- 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
Progress Iteratively With Feedback
- BREAK SILOS
- better information = better decision
- Identify bottlenecks, Work In Progress, constraints
- UNCOVER waste
Collaborate + Promote Visibility
- see the big picture
- consider all of the 4 DIMENSIONS
Think + Work Holistically
- minimum number of steps
- outcome-based thinking
- don’t over-complicate
- think Bill Gates’ quote re: lazy people
Keep It Simple + Practical
- improve first!
- minimise human intervention
- use tech to scale up or take on frequent/repetitive task
Optimise + Automate
What is starting point for OPTIMISATION
Understanding vision + objectives of the organisation
Which guiding principle emphasises the need to:
- understand the flow of Work In Progress
- identify bottlenecks
- uncover waste
Collaborate + Promote Visibility
Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?
Progress iteratively with feedback
Which is intended to help an organisation adopt and adapt ITIL guidance?
The guiding principles
Which guiding principle is PRIMARILY concerned with consumer’s revenue and growth?
Focus on value
Which guiding principle recommends assessing the current state and deciding what can be reused?
Start where you are
Which guiding principle recommends that the four dimensions of service management are considered?
Think and work holistically
Which guiding principle recommends collecting data before deciding what can be re-used?
Start where you are