Guiding Principles Flashcards
A _________ _________ is a recommendation that guides an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure
Guiding Principle
True or False: A guiding principle is universal and enduring
True
The 7 ITIL Guiding Principles are:
1) Focus on ______
2) ______ where you are
3) Progress _______ with feedback
4) ______ and promote visibility
5) Think and work _______
6) Keep it simple and practical
7) Optimize and ______
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
True or False: The guiding principles are also reflected in other frameworks and methodologies such as Lean, DevOps Agile and COBIT. This allows organizations to effectively integrate the use of multiple methods into an overall approach to service management.
True
True or False: When Agile and ITIL are adopted together, software development and service management can progress at a similar cadance, share common terminology and sure that the organization creates value with all of its stakeholders.
True
Some ways in which ITIL and agile can work together include:
1) Streamlining practices such as change enablement.
2) establishing procedures to incorporate and prioritize the management of unplanned _______ (incidents) and to investigate the cause of failure.
3) separating
Some ways in which ITIL and agile can work together include:
1) Streamlining practices such as change enablement.
2) establishing procedures to incorporate and prioritize the management of unplanned _______ (incidents) and to investigate the cause of failure.
3) separating interactions, if necessary between “systems of record” (configuration management) and “systems of engagement” ( collaboration tool) used by software development teams.
Interruptions
Which guiding principle is defined below:
Everything that the organization does needs to map directly or indirectly to value for the stakeholders. It encompasses many perspectives including the experience of customers and users.
Focus on value
Focus on Value:
The Service Provider needs to consider who will receive value from what is being _______ or improved.
delivered.
Focus on Value:
The Service _______ must determine who is the service consumer is and who the key stakeholders are.
Service provider
Focus on Value:
The service provider must understand what is truly of value to the service consumer and know the following:
1) Why the consumer uses the _______.
2) What the services help them to do
3) How the services help them achieve their _______
4) The role of cost/financial consequences for the service consumer.
5) The _____ involved for the service consumer.
Service
Goals
Risks
Focus on Value:
Value can come in many forms such as increased _______, reduced negative impact, reduced costs, the ability to pursue new markets, or better competitive position.
productivity
Focus on value:
Value for the service ________:
1) Is defined by their own needs.
2) is achieved through the support of intended outcomes and optimization of the service consumer’s costs and risks.
3) changes over time and in different circumstances
Consumer
True or False: Customer experience (CX) is both objective and subjective.
True
Focus on Value:
Know how the service consumers use each service and collect feedback on an _________ basis.
Ongoing
