2. Understand how the ITIL guiding principles can help an organization adopt and adapt service management

Question 1

Explain the use of the guiding principle: Focus on Value

Answer 1

All activities conducted by an organization should link back - directly or indirectly - to value for its customers, for its stakeholders, and for the organization itself

No matter what choice you make it better provide value

Question 2

Explain the use of the guiding principle: Start where you are

Answer 2

Consider what is already available instead of starting from scratch

when creating a product for a customer, have you already created some of the features the customer has asked for in the past, use those instead of starting from scratch

Question 3

Explain the use of the guiding principle: Progress iteratively with feedback

Answer 3

break down the work into manageable components that can be executed iteratively to accomplish the objective

Question 4

Explain the use of the guiding principle: Collaborate and promote visibility

Answer 4

Efforts benefit from better buy-in
Better information is available for decision making
Creative solutions, enthusiastic contributions, and important perspectives can be obtained from unexpected sources
Inclusion is generally a better policy than exclusion

Allow your customers to provide feedback and use their feedback

Question 5

Explain the use of the guiding principle: Think and work holistically

Answer 5

no service, practice process, department, or supplier stands alone

When looking at a decision look at all the decisions made before to get to that point and look at the decisions afterward that would need to be made

Question 6

Explain the use of the guiding principle: Keep it simple and practical

Answer 6

use the minimum number of steps necessary to accomplish an objective

Question 7

Explain the use of the guiding principle: Optimize and automate

Answer 7

organizations should streamline activities and automate work so that minimal human intervention is required

Question 8

Describe the nature, use, and interaction of the guiding principles

Answer 8

It is a collection of questions to run your decision making processes through

This gives a framework that allows you to be very thoughtful and consistent with your decision making

They are to guide you as you make decisions

You don’t only need one guiding principle, you may need 2, 3, 4 or all 7 of them