2.2 Flashcards
What is the use of Focus on Value
Value for the service consumer:
• is defined by their own needs
• is achieved through the support of intended outcomes and optimization of the service consumer’s costs and risks
• changes over time and in different circumstances
The service provider needs to know:
• why the consumer uses the services
• what the services help them to do
• how the services help them meet their goals
• the role of cost/financial consequences for the service consumer
• the role of risks for the service consumer
What is the use of Start where you are
Services and methods already in place should be measured and/or observed directly to properly understand their current state and what can be reused from them. Decisions on how to proceed should be based on information that is as accurate as possible.
The use of measurement should be used to support the analysis of what has been observed rather than to replace it, as over-reliance on data analytics and reporting can unintentionally introduce biases and risks in decision- making.
What is the use of progress iteratively with feedback
Don’t do everything at once.
Whether working to improve a service, group of services, practice, process, technical environment or other service management element, no improvement iteration occurs in a vacuum. Seeking and using feedback before, throughout and after each iteration will ensure that actions are focused and appropriate, even in changing circumstances. Once received, feedback can be analyzed to identify improvement opportunities, risks and issues.
What is the use of collaborate and promote visibility
Communicate
who to Collaborate with
involve stakeholders in process as necessary
remain transparent with stakeholders
What is the use of think and work holistically
Consider everything as nothing works in a vacuum
What is the use of keep it simple and practical
Always use the minimum number of steps needed to accomplish an objective.
Outcome- based thinking should be used to produce practical solutions that deliver valuable
outcomes.
If a process, service, action or metric provides no value or produces no useful outcome, then eliminate it.
When creating a process or a service, designers need to think about exceptions, but they cannot cover them all. Instead, rules should be designed that can be used to handle exceptions generally.
What is the use of optimize and automate
Optimization means to make something as effective and useful as it needs to be. Before an activity can be effectively automated, it should be optimised to whatever degree is possible and reasonable. It is essential that limits are set on the optimization of services and practices, as they exist within a set of constraints which may include financial limitations, compliance requirements, time constraints and resource availability.
Using automation - Automation typically refers to the use of technology to perform a step or series of steps correctly and consistently with limited or no human intervention. In its simplest form, however, automation could mean the standardisation and streamlining of manual tasks, such as defining the rules of part of a process to allow decisions to be made ‘automatically’. Efficiency can be greatly increased by reducing the need for human involvement to stop and evaluate each part of a process. Opportunities for automation can be found across the entire organization. Looking for opportunities to automate standard and repeating tasks can help save the organization costs, reduce human error, and improve employee experience.
