Optimise and automate

Question 1

What does “Optimise” mean in ITIL 4?

Answer 1

a) Definition: To make something as effective and useful as it needs to be.
b) Mnemonic: “OPT” - Optimize Processes Thoroughly
c) Explanation: The acronym “OPT” reminds you that optimization is about thoroughly improving processes to their most effective state.

Question 2

What is Automation in ITIL 4?

Answer 2

a) Definition: The use of technology to perform steps correctly and consistently with limited or no human intervention.
b) Mnemonic: “AUTO-MAGIC” - Automation Makes Tasks Operate Magically And Generates Increased Consistency
c) Explanation: This silly phrase emphasizes that automation works like magic to perform tasks consistently.

Question 3

What are the 6 high-level steps to optimization?

Answer 3

a) Answer:
1. Understand context
2. Assess current state
3. Agree future state
4. Ensure stakeholder engagement
5. Execute improvements iteratively
6. Continually monitor impact
b) Mnemonic: “U-A-A-E-E-C” or “Unicorns Are Always Eating Enchanted Carrots”
c) Explanation: This whimsical sentence helps remember the first letters of each step in order.

Question 4

What should you do before automating?

Answer 4

a) Answer: Simplify and/or optimize
b) Mnemonic: “SO-A” - Simplify, Optimize, then Automate
c) Explanation: This acronym reminds you of the correct order: always simplify and optimize before automating.

Question 5

What are the three key steps to apply the “Optimise and Automate” principle?

Answer 5

a) Answer:
1. Simplify/optimize before automating
2. Define metrics
3. Use other guiding principles
b) Mnemonic: “SUD” - Simplify, Use metrics, Deploy other principles
c) Explanation: “SUD” sounds like “suds,” reminding you of cleaning up processes (simplifying) before applying automation.