MODULE 2(ITIL guiding principles) Flashcards
what are the seven ITIL guidelines
- 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 is a guiding principle
recommendation that guides an organization in all circumstances regardless of changes in its goals strategies etc. They are universal and enduring
what is principle interaction
depedency amongst ITIL guidelines.
what is focus on value guideline
everything that organization does needs to directly/indirectly value to stakeholders. Includes experience of users and customers
what is start where you are guideline
do not start from scratch and build something without considering what is available. Fully understand the current state first
what is progress iteratively with feedback guideline
organize work into smaller manageable sections that can executed. use feedback throughout and after each iteration
what is collaborate and promote visibility
working together across boundaries for results to have greater buy-in
what is think and work holistically
no service or element used to provide a service stands alone.
what is keep it simple and practical
use minimum number of steps necessary to accomplish an objective. If process/service/action/metric fails to provide value eliminate it
what is optimize and automate
eliminate anything that is truly wasteful and use technology to achieve capabilities.
what are recommendations of focus on value guideline
know how service consumers use each service
encourage a focus on value among all staff
focus on value during normal operational activity as well ass during improvement initiatives
include focus on value in very step
what are recommendations to start where you are
Look at what exists as objectively as possible using desired outcome as starting point
apply risk management risks
recognize that sometimes nothing from future state can be reused
what are recommendations to progress iteratively with feedback
comprehend whole but do something
ecosystem is constantly changing so feedback is essential
fast does not mean incomplete
what are recommendations to collaborate and promote visibility
collaboration does not mean consensus
communicate in a way that the audience can hear
decisions can only be made on visible data
what are recommendations to think and work holistically
recognize the complexity of systems
collaborations is key to thinking and working holistically
look for patterns in needs and interactions between system and elements
automation can facilitate working holistically
