Michelle's ITIL Cards Flashcards
What are the 7 ITIL 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
What are the 4 Dimensions of Service Management?
-Organizations & People
-Information & Technology
-Partners & Suppliers
-Value Streams & Processes
Which Guiding Principle does this describe?
-Who is the customer? What do they value?
-Who are the other stakeholders? What do they value?
-What is it about the service that creates value?
-Why does the consumer use the services?
-What do the services help them to do?
-How do the services help them meet their goals?
-What is the role of cost/financial consequences for the service consumer?
-What is the role of risks for the service consumer?
Focus on Value
Which Guiding Principle does this describe?
-Often there are existing practices and capabilities to be leveraged.
-Measure or observe directly current practices.
-Reports often are misleading.
-Assumptions can lead to poor decisions.
-Ask for clarifications if activities are unclear.
-Metrics and measures support direct observation.
-Measuring things often affects people’s behavior.
-People will do what you measure, so be careful!
-According to Goodhart’s law, “When a measure becomes a target, it ceases to be a good measure.”
Start Where You Are
Which Guiding Principle does this describe?
-Look at what exists as objectively as possible, using the customer, or the desired outcome, as the starting point.
-When examples of successful practices or services are found in the current state, determine if and how these can be replicated or expanded upon to achieve the desired state.
-Apply your risk management skills.
-Recognize that sometimes nothing from the current state can be reused.
Start Where You Are
Which Guiding Principle does this describe?
-Know how service consumers use each service.
-Encourage a focus on value among all staff.
-Focus on value during normal operational activity as well as during improvement initiatives.
-Include focus on value in every step of any improvement initiative.
Focus on Value
Which Guiding Principle does this describe?
-Resist the temptation to do everything at once.
-Break work into small, manageable chunks.
-Major initiatives can be decomposed into smaller initiatives.
-Use feedback to drive further improvements.
-Assess to maintain focus on value.
Progress Iteratively with Feedback
Which Guiding Principle does this describe?
-Right people + right roles + right information = better outcomes.
-Silo behavior can happen for many reasons, but impedes collaboration and communication.
-Working together requires information, understanding, and trust.
-Make work visible
-Avoid hidden agendas
-Share information
-When improvements lack communications, people make poor guesses.
Collaborate and Promote Visibility
Which Guiding Principle does this describe?
-Collaboration does not mean consensus.
-Engage stakeholders, but then act!
-Communicate in a way the audience can hear.
-Right stakeholder, right message, right medium.
-Decisions can only be made on visible data.
-Decisions driven by quality and availability of data.
-What data is needed?
-How much does it cost to get the data?
-Balance cost of data against potential costs of not having it.
Collaborate and Promote Visibility
The sum of functional and emotional interactions with a service and service provider as perceived by a service consumer.
Customer Experience (CX)
A technique whereby the outputs of one part of a system are used as inputs to the same part of the system.
Feedback Loop
What activity is described below?
-Time is the limited constraint.
-Improve focus and drive results.
-Greater flexibility.
-Faster responses to customer and business needs.
-The ability to discover and respond to failure earlier.
-Overall improvement in quality.
Time-Boxing
A product with just enough features to satisfy early customers, and to provide feedback for future product development.
Minimum Viable Product (MVP)
What activity is described below?
Customer collaboration leads to better outcomes.
Developers working with operations to:
–Ensure delivery efficiency and effectiveness
–Investigate defects
–Identify workarounds or permanent fixes
Suppliers collaborate to find innovative solutions to problems.
Relationship managers work to understand service consumer needs.
Customers collaborate to better understand business issues.
Suppliers collaborate on shared process and automation opportunities.
Stakeholder Identification
What concept is described below?
-Provides clarity, direction, and motivation around and in service management.
-Improvement comes from feedback from different perspectives.
–External customers
–Internal customers
–Other stakeholders
-Different levels of engagement are appropriate.
–Operational—daily with users about operational needs and issues.
–Tactical—with the customer about service, service performance, and potential service improvement.
–Strategic—assess strategic needs at the organizational level.
Communications
What activity is described below?
-Understand the flow of work in progress
-Identify bottlenecks, as well as excess capacity
-Uncover waste
-Address the need to provide the right information to all stakeholders.
-Important to prioritize improvements to demonstrate commitment.
Make Work Visible
A holistic approach to analysis that focuses on the way that a system’s constituent parts work, interrelate, and interact over time, and within the context of other systems.
Systems thinking
What Guiding Principle is described below?
-Everything in IT service management is interrelated and interdependent.
-Have to consider how everything works together to accomplish the objective.
-Using systems thinking:
–Consider the whole, not just the subset parts.
–Consider all four dimensions.
–Improve the whole!
-Consider how value is created from demand:
–Who are the Organizations and People?
–Who are the Suppliers and Partners?
–What are the Processes and Value Streams?
–What are the Information and Technologies?
Think and Work Holistically
What Guiding Principle is described below?
-Recognize the complexity of the systems.
-Collaboration is key.
-Look for patterns in the needs of and interactions between system elements.
-Automation can facilitate
Think and Work Holistically
What Guiding Principle is described below?
-Assess practices for value:
–Always use the minimum number of steps needed to accomplish an objective.
–If a process, service, action, or metric provides no value or produces no useful outcome, then eliminate it.
-If ignored, the results might be overly complex work methods.
-Design rules to handle exceptions generally.
Keep It Simple and Practical
What activity is described below?
-Often different stakeholders have __________.
–One may want more data
–One may want much less
-Focus on Value!
-Consider what will most aid the decision-making process.
-Simplify and streamline the process. -Then, automate where possible.
Manage Conflicting Objectives
What Guiding Principle is described below?
-Ensure value.
-Simplicity is the ultimate sophistication.
-Do fewer things, but do them better.
-Respect the time of the people involved.
-Easier to understand, more likely to adopt.
-Simplicity is the best route to achieving quick wins.
Keep It Simple and Practical
What Guiding Principle is described below?
-Maximize the value of technical and human resources.
–Technology takes on the frequent, repetitive tasks.
–Human resources are liberated for higher-value work.
Consider:
–Financial limitations
–Compliance requirements
–Time constraints
–Resource availability
Optimize and Automate
What are the 6 steps of Optimization?
1.) Optimization Vision
2.) Current State
3.) Desired Future State
4.) Stakeholder Engagement
5.) Execution
6.) Monitoring Feedback
Which Optimization step is described below?
Create and agree upon overall vision and align with objectives of the organization.
Optimization Vision
Which Optimization step is described below?
Assess the __________ of the service to determine steps.
Current State
Which Optimization step is described below?
Agree on what the __________ and priorities of the organization should be, focusing on:
-Simplification and value
-Standardization of practices and services
Desired Future State
Which Optimization step is described below?
Establish the appropriate level of __________ and commitment.
Stakeholder Engagement
Which Optimization step is described below?
__________ the improvements in an iterative way.
Execute (Execution)
Which Optimization step is described below?
Continually monitor the impact of optimization to inform future opportunities for improvement.
Monitoring Feedback
What activity is described below?
-Typically involves technology performing activities with little or no human intervention.
-Can also be the creation of predefined rules of human responses
Advantages:
-Saving costs.
-Reducing human error.
-Improving the employee experience.
Automation
Interaction Between the Principles:
When you Progress Iteratively with Feedback, _________ to ensure that each iteration delivers real results, and feedback is key to ___________
Think and Work Holistically; Collaboration
Interaction Between the Principles:
Focusing on what will truly be valuable to the customer makes is easier to __________.
Keep things Simple and Practical
6 parts of a Service Value System
1.) Guiding Principles
2.) Governance
3.) Service Value Chain
4.) Practices
5.) Continual Improvement
6.) Inputs and Outcomes
a- Opportunity/Demand
b- Value
5 Common Service Management Challenges
1.) Lack of Management Commitment
2.) Complex Process Diagram
3.) Concentrate too much of Performance
4.) Being too ambitious
5.) Failure to Maintain Momentum
