ITIL Guiding principles

Question 1

FOCUS ON VALUE

Answer 1

FOV is for everyone
Include every improvement
Consider CX/UX interactions

Question 2

Starting where you are?

Answer 2

Understand current state
Use what you can find
Recognises okay not to reuse
Observe over measurement
Measurement can drive bad behaviour
Baseline

Question 3

Progress iteratively with feedback

Answer 3

Time boxed
Minimum viable product
Fail quicker
Fix faster
Respond to change in requirements
Progress do something
Feedback loop

💜Work in small manageable sections - EXECUTED IN A TIMELY MANNER

Question 4

Collaborate and promote visibility

Answer 4

Avoid silos
Make decisions on visible data
Make work visible
-Flow of work
-Excess capacity
-Bottlenecks
-Uncover waste

Question 5

Think and work holistically

Answer 5

Service value system
4 dimensions of service management
Big picture
Relationships dependencies
Automation
Integration

💜 12.Which guiding principle recommends that the four dimensions of service management are considered?

Question 6

Keep it simple and practical

Answer 6

Outcome base thinking

Route to quick winds
Remove steps that had no value
Fewer things better
Simplicity enables automation

💜 Understand how each element contributes to value creation

Question 7

Optimise and automate

Answer 7

Optimisation includes checking context agreeing with stakeholders and having their engagement continual monitoring 

Automation reduce costs eliminates human error, improves consistency and employee satisfaction