Guiding Principles (SVS)

Question 1

7 Guiding Principles

Answer 1

• Focus on value
• start where you are
• progress iteratively with feedback
• collaborate and promote visibility
• think and work holistically
• keep it simple and practical
• optimize and automate

Question 2

Importance of Guiding principles (Keys)

Answer 2

• They help you make good decisions
• they help you adopt and adapt ITIL guidance
• they should be considered as a whole and how they interact with one another and not just individually
• should always remain constant even when your objectives change

Question 3

Focus on Value (Principle 1)

Answer 3

• map everything directly or indirectly to value for the stakeholders
  –know who your stakeholders are? who are they? what services to they use? what are their outcomes?
  – identify what their perception of value is?
  – what is their objectives for customer experience (CX)?

Question 4

Start Where You Are (Principle 2)

Answer 4

• identify what can be reused from existing services
  — equipment, tools, processes, activities, partners, people, documentation, methods, source, code, skills
• consider measurements but observe directly to confirm measurement for best results
• perform a risk assessment to determine what risks are associated with reuse

Question 5

Progress Iteratively with Feedback (Principle 3)

Answer 5

• Take an incremental approach and work in smaller more manageable part
  – complete in a timely manner
  – a clearer focus where it is needed
  – able to respond more quickly to customer needs
  Strive for MVPs (Minimum Valuable Products)
  – ensure that iterative activities remain appropriate in changing circumstances
  – output of an MVP can be the input for the next MVP
  – gather feedback to help uncover issues or failures early

Question 6

Collaborate and Promote Visibility (Principle 4)

Answer 6

• Involve, working with, include as many people as possible
  – the best ideas typically come from unlikely sources
  – communicate as often as possible
• Sharing information with others will
  – ensures that the best information is available for making decisions
  – discourages organizational Silos
  – help identify bottlenecks and uncover waste
  – help solve issues more quickly

Question 7

Think and Work Holistically (Principle 5)

Answer 7

• Viewing the service as a whole and not just individual parts
• Understanding the complexity of the system and the various activities needed to successfully deliver value
• helps you understand how changes to something can impact something else
• consider the 4 dimensions of service management
• concerned with end end-to-end service delivery

Question 8

Keep It Simple And Practical (Principle 6)

Answer 8

• Using the minimum number of steps for everything
  – creating value, improving customer experience, tasks you do
• Eliminate anything that is not valuable so only value remains
  – steps, tasks, types of work, activities
• focusing on value is key to this step
• start uncomplicated and add as something that is simple and easy is more than likely to be used/followed/implemented

Question 9

Optimize and Automate (Principle 7)

Answer 9

• Standardize and streamline manual tasks by replacing humans with technology where possible
  – reduce cost and human error
  – to improve the efficiency of a standard process so that humans can be used for more complex tasks
• consider 4 dimensions when determining how to optimize
  – never automate unless optimization has been done