ITIL Guiding Principles Flashcards
A recommendation that guides an organization in all circumstances, regardless of change
ITIL Guiding Principle
What encourage and support organizations in continual improvement at all levels?
ITIL Guiding Principles
What are the 7 guiding principles?
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
Understanding service customer, their perspectives on value, and how to improve the customer’s experience can achieve what?
Value
What step do you focus on value the most?
All steps, (focus on value in everything single compartment/department, all the time)
What is the most important thing when focusing on value?
Know who your customers are
Not starting from scratch and building and leveraging what’s available is an example of what guiding principle?
Starting Where You Are
Decisions on how to proceed should be based on information that is as accurate as possible is an example of:
Assessing Where You Are
What is used to support the analysis of what has been observed rather than to replace it, as over-reliance on data analytics and reporting can unintentionally introduce biases and risk in decision-making.
The role of measurement
By looking at what exists as objectively as possible, using the customer, or the desired outcome, as the starting point you are applying what principle?
Start Where You Are
Organizing work into smaller, manageable sections that can be executed in a timely manner is know as what?
Time-Boxing
Part of the output of activity is used for new input is commonly referred to what term?
Feedback loop
When should you do feedback?
Throughout each iteration
What can you do once feedback is received?
Analyze to improvement opportunities. Risks and issues
While implementing the Collaborate & Promote Visibility principle what should be kept in mind?
Whom to collaborate with, communication for improvement, increasing urgency through visibility
Collaboration does not mean consensus
True
What is promoted by an organization understanding the flow of work in progress, Identifying bottlenecks, as well as excess capacity, uncovering waste?
Visibility
The outcomes achieved by the service provider and service customer will suffer unless the organization does what?
Thinking and working on the service as a whole (holistically), not just on its own parts
What is the key to thinking and working holistically ?
Collaboration
What principle relates to the 4 dimensions , as a whole, of ITSM?
Think and Work Holistically
If a processed service, action, or metric provides no value or produces no useful outcome, eliminating it utilizes what principle?
Keep it Simple and Practical
By always using outcome-based thinking to produce practical solutions that deliver results you are exercising what principle?
Keep it Simple and Practical
What are elements to keep in mind while implementing Keep it Simple and Practical principle?
Judging what to keep and Conflicting Objectives
What particular resource should be used most effectively?
Human Resources (HR)
By eliminating anything that is truly wasteful and using technology to achieve whatever it is capable of, you capitalize on what principle?
Optimize and Automate
Human intervention should only happen where it really contributes value is an example of what principles?
Optimize and Automate
Executing the improvements in an iterative way and continually monitoring the impact of optimization is on what path?
The road to optimization
What should you consider when applying “optimize and automat” successfully?
Simply and/or optimize before automating, Define your metrics, Use the other guiding principles when applying this one
