2 ITIL Guiding Principles Flashcards
6 quiz questions
What are the 7 ITIL guiding principles?
Focus on value
Start where you are
Progress iteratively with feedback
Collaborate and promote visibility
Think and work holistically
Keep it simple and practical
Optimize and Automate
The ITIL _______ _______ are recommendations that can guide an organization in all circumstances,
regardless of changes in its goals, strategies, type of work, or management structure.
guiding principles
Which guiding principle is this?
Everything that the organization does needs to map, directly or indirectly,
to value for the stakeholders. The _________ principle encompasses many perspectives, including the experience of customers and users.
focus on value
Which guiding principle is this?
Do not start from scratch and build something new without
considering what is already available to be leveraged. There is likely to be a great deal in the current services, processes, programs, projects, and people that can be used to create the
desired outcome. The current state should be investigated and observed directly to make sure it is fully understood.
Start where you are
Which guiding principle is this?
Do not attempt to do everything at once. Even huge initiatives must be accomplished iteratively. By organizing work into smaller, manageable
sections that can be executed and completed in a timely manner, it is easier to maintain a sharper focus on each effort.
Progress iteratively with feedback
Which guiding principle is this?
Using feedback before, throughout, and after each iteration will ensure that actions are focused and appropriate, even if circumstances change.
Progress iteratively with feedback
Which guiding principle is this?
Working together across boundaries produces results that have greater buy-in, more relevance to objectives, and increased likelihood of long-term success.
Collaborate and promote visibility
Which guiding principle is this?
Achieving objectives requires information, understanding, and trust. Work and consequences should be made visible, hidden agenda avoided, and information shared to the
greatest degree possible.
Collaborate and promote visibility
Which guiding principle is this?
No service, or element used to provide a service, stands alone. The outcomes achieved by the service provider and service consumer will suffer unless
the organization works on the service as a whole, not just on its parts.
Think and work holistically
Which guiding principle is this?
Results are delivered to internal and external customers through the effective and efficient management and dynamic integration of information, technology, organization, people, practices, partners, and
agreements, which should all be coordinated to provide a defined value.
Think and work holistically
Which guiding principle is this?
If a process, service, action, or metric fails to provide value or produce a useful outcome, eliminate it. In a process or procedure, use the minimum number of steps necessary to accomplish the objective(s). Always use outcome-based thinking to produce practical solutions that deliver results.
Keep it simple and practical
What guiding principle is this?
Resources of all types, particularly HR, should be used to their best effect. Eliminate anything that is truly wasteful and use technology to achieve whatever it is capable of. Human intervention should only happen where it really contributes value.
Optimize and automate
