Module 2: Guiding Principles Flashcards
A recommendation that guides an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.
Hint: Helps us make better decisions | It’s universal and enduring
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
Which Guiding Principle does this describe: Everything the organization does needs to map, directly or indirectly, to value for the stakeholders.
Focus on Value
What’s the first thing ITIL says we should do?
Understand and identify the service consumer
Which Guiding Principle does this describe: Do not start from scratch and build something new without considering what is already available to be leveraged.
Start Where You Are
Which Guiding Principle does this describe: Working in a time boxed, iterative manner with feedback loops embedded into the process allows for greater flexibility, faster responses to customer and business needs, the ability to discover and respond to failure earlier, and an overall improvement in quality.
Progress Iteratively with Feedback
Definition: A situation where part of the output of an activity is used for new input.
Feedback Loop
How often should you seek feedback?
Before, throughout, and after each iteration
Which Guiding Principle does this describe: Working together across boundaries produces results that have greater buy-in, more relevance to objectives, and increased likelihood of long-term success.
Collaborate & Promote Visibility
Definition: Anyone who has a stake in the activities of the organization
Stakeholder
Which Guiding Principle do these key terms align with:
- Understand the flow of work
- Identify bottlenecks and excess capacity
- Uncover waste
Collaborate & Promote Visibility
Which Guiding Principle does this describe:
No service, practice, department, or supplier stands alone. The outputs the organization delivers to itself, customers, and other stakeholders will suffer unless it works in an integrated way to handle its activities as a whole, rather than separate parts.
Think & Work Holistically
Which guiding principle is primarily concerned with end-to-end service delivery?
Think & Work Holistically
What ensures coordination of all aspects of an improvement initiative?
The Four Dimensions of service management
The Four Dimensions applies what kind of thinking?
Systems thinking
How can Think & Work Holistically be successfully applied?
- Recognize the complexity of the systems
- Collaboration is key
- Where possible look for patterns of interactions between system elements
- Automation can facilitate working holistically
Which Guiding Principle does this describe: In a process or procedure, use the minimum number of steps necessary to accomplish the objective(s).
Keep it Simple & Practical
Outcome-based thinking aligns to which Guiding Principle?
Keep it Simple & Practical
Which Guiding Principle do these key phrases align to?
- Simplicity is the ultimate sophistication
- Do fewer things, but do them better
Keep it Simple & Practical
Which Guiding Principle is described below?
Resources of all types, particularly people, should be used to their best effect.
Eliminate anything that is truly wasteful and use technology to achieve whatever it is capable of.
Human intervention should only happen where it really contributes value.
Optimize & Automate
Which key term describes “process improvement?”
Optimize
This describes which key term?
Using technology to save human time so they can focus on higher value.
Automate
What does ITIL say should be done first when applying “Optimize & Automate?”
Understand and agree to the context for the optimization
Which guiding principle should be considered when making a decision, prioritizing work, reviewing improvement opportunities and/or resolving a conflict?
All of them
Which guiding principle recommends that the four dimensions of service management are considered?
Think and work holistically
Which guiding principle recommends collecting data before deciding what can be re-used?
Start where you are
Which describes the nature of the guiding principles?
Guiding principles can guide an organization in all circumstances
Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?
Progress iteratively with feedback
Which is a key consideration for the guiding principle “ keep it simple and practical”?
Understand how each element contributes to value creation
What should be done first when applying the “focus on value” guiding principle?
Determine who the service consumer is in each situation
