2. Guiding Principles

Question 1

• know WHO your customer
• link back to VALUE, CUSTOMER or other Stake Holder

Answer 1

Focus on Value

Question 2

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

Answer 2

Start Where You Are

Question 3

• 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

Answer 3

Progress Iteratively With Feedback

Question 4

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

Answer 4

Collaborate + Promote Visibility

Question 5

• see the big picture
• consider all of the 4 DIMENSIONS

Answer 5

Think + Work Holistically

Question 6

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

Answer 6

Keep It Simple + Practical

Question 7

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

Answer 7

Optimise + Automate

Question 8

What is starting point for OPTIMISATION

Answer 8

Understanding vision + objectives of the organisation

Question 9

Which guiding principle emphasises the need to:
- understand the flow of Work In Progress
- identify bottlenecks
- uncover waste

Answer 9

Collaborate + Promote Visibility

Question 10

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

Answer 10

Progress iteratively with feedback

Question 11

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

Answer 11

The guiding principles

Question 12

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

Answer 12

Focus on value

Question 13

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

Answer 13

Start where you are

Question 14

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

Answer 14

Think and work holistically

Question 15

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

Answer 15

Start where you are

Question 16

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

Answer 16

A. Guiding principles can guide an organization in all circumstances

Question 17

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

Answer 17

Progress iteratively with feedback

Question 18

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

Answer 18

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.