GUIDING PRINCIPLES Flashcards
A guiding principle is a ?
A guiding principle is a “recommendation that guides an organization in all circumstances.”
The ITIL guiding principles are:
- Focus on value
- Start where you are
- Progress iteratively with feedback
- Collaborate and promote visibility
- Think and work holistically
- Keep it simple and practical
- Optimise and automate
Focus on value
“Everything the organization does should link back, directly or indirectly, to value for itself, its customers, and other stakeholders.”
Customer experience is ?
Customer experience is “the sum of functional and emotional interactions with a service and service provider as perceived by a service consumer.”
Start where you are
Change can be an evolution or a revolution. Revolution is more disruptive and can have unforeseen negative consequences. Before making any change or improvement, it’s important to assess the current position and see if anything can be reused or built on.Start where you are can include:
•Assess where you are
•Observe current services, processes and methods
•Use measurements to analyse what is being observed; remember that measuring can affect the results of what is measured
Progress iteratively with feedback
“Resist the temptation to do everything at once. Even huge initiatives must be accomplished iteratively. By organizing 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.”
Collaborate and promote visibility
Collaboration can be viewed as working together towards a shared goal. It can help to remove silos within organisations, allowing everyone to work together more effectively. Collaboration can happen anywhere – inside and outside of the organisation (for example: with other internal teams, or with external suppliers).
Think and work holistically
“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 separate parts. All the organization’s activities should be focused on the delivery of value.”
Keep it simple and practical
“Always use the minimum number of steps to accomplish an objective. Outcome-based thinking should be used to produce practical solutions that deliver valuable outcomes.”
Optimise and automate
Optimisation means “to make something as effective and useful as it needs to be. Before an activity can be effectively automated, it should be optimized to whatever degree is possible and reasonable”. 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.”
