5.0 Guiding Principles

Question 1

A ______ ______ is a recommendation that guides an organization in all circumstances, regardless of changes in its goals strategies, type of work, or management structure

Answer 1

Guiding Principle

Question 2

What are the 7 ITIL Guiding Princples?

1. F
2. S
3. P
4. C
5. T
6. K
7. O

Answer 2

1. Focus on value
2. Start where you are
3. Progress iteratively with feedback
4. Collaborate and promote visibility
5. Think and work holistically
6. Keep it simple and practical
7. Optimize and automate

Question 3

To ______ on ______ All activities conducted by the organization should link back, directly or indirectly, to value for itself, it’s customers, and other stakeholders.

Answer 3

Focus on Value

Question 4

______ ______ ______ ______:

Don’t start from scratch and build something new without considering what is already available to be leveraged; the current state should be investigated and observed directly to ensure it is understood.

Answer 4

Start Where You Are

Question 5

______ ______ ______ ______:

Don’t attempt to do everything at once. Organize the work into smaller, manageable sections that can be executed and completed in a timely manner. The focus on each effort will be sharper and easier to maintain.

Answer 5

Progress Iteratively With Feedback

Question 6

______ and ______ ______:

When initiatives involve the right people in the correct roles, efforts benefit from better buy-in, more relevance, and increased likelihood of long-term success.

Answer 6

Collaborate and Promote Visibility

Question 7

______ and ______ ______:

No service, practice, process, department, or supplier stands alone. The outputs that the organization delivers to itself, its customers, and other stakeholders will suffer unless it works in an integrated way to handle its activities as a whole, rather than as separate parts. All the organization’s activities should be focused on delivery of value.

Answer 7

Think and Work Holistically

Question 8

______ it ______ and ______:

If a process, service, action, or metric fails to provide value of produce a useful outcome, eliminate it. In a process or procedure, use the minimum number of steps necessary to accomplish the objectives. Always use outcome-based thinking to produce practical solutions that deliver results.

Answer 8

Keep It Simple And Practical

Question 9

______ and ______:

Before an activity can be effectively automated, it should be optimized to whatever degree is possible and reasonable. Consider the four dimensions when designing, managing, or operating an organization and it’s processes. Human intervention should only happen where it contributes value to the process.

Answer 9

Optomize and Automate