Collaborate and promote visibility Flashcards
What is the ITIL 4 principle “Collaborate and promote visibility” about?
a) Working together and making work transparent to improve decision-making and outcomes
b) Mnemonic: “COPY” - Collaborate Openly, Promote Yardsticks
c) COPY reminds you to share (copy) information and measure (yardsticks) progress visibly
Why is collaboration important in ITIL 4?
a) It leads to better buy-in, more relevant solutions, and unexpected insights
b) Mnemonic: “BRIM” - Better Results through Inclusive Mindset
c) BRIM suggests that collaboration fills your cup to the brim with positive outcomes
What are the risks of poor visibility in IT service management?
a) Work may not be prioritized, poor decision-making, and difficulty in identifying improvements
b) Mnemonic: “FOG” - Fuzzy Objectives Generate problems
c) FOG represents the lack of clarity that comes from poor visibility
Who is the primary stakeholder group to collaborate with?
a) Customers, as they have the largest stake in the service provider’s ability to manage services effectively
b) Mnemonic: “CCCP” - Customers Come first, Collaborate Purposefully
c) CCCP emphasizes the importance of putting customers at the forefront of collaboration efforts
What are the three critical analysis activities for increasing visibility?
a) 1. Understanding work flow, 2. Identifying bottlenecks and excess capacity, 3. Uncovering waste
b) Mnemonic: “FBW” - Flow, Bottlenecks, Waste
c) FBW represents the three key areas to focus on for improving visibility
What is NOT part of applying the ‘Collaborate and promote visibility’ principle?
a) The ecosystem is constantly changing, so feedback is essential
b) Mnemonic: “FACE” - Feedback Alters Collaboration Efforts
c) FACE reminds you that while feedback is important, it’s not explicitly mentioned in the principle’s
What’s a key consideration when applying this principle?
a) Collaboration does not mean consensus – it’s not always necessary to get everyone to agree
b) Mnemonic: “COIN” - Collaboration Over Identical Notions
c) COIN reminds you that collaboration is about bringing different perspectives together, not making everyone think the same way
