Section 5

Question 1

Guiding Principle

Answer 1

A recommendation that guides an organization in all circumstances.

Question 2

What are the seven guiding principles?

Answer 2

1. Focus on Value.
2. Start Where You Are.
3. Progress Iteratively with Feedback.
4. Collaborate and Promote Visibility.
5. Think and Work Holistically.
6. Keep It Simple and Practical.
7. Optimize and Automate.

Question 3

Focus on Value

Answer 3

Everything the organization does should link back, directly or indirectly, to add value for itself, its customers, and other stakeholders.

Question 4

Start Where You Are

Answer 4

Don’t start over without first considering what is already available to be leveraged.

Question 5

What is Goodhart’s Law?

Answer 5

When a measure becomes a target, it ceases to be a good measure.

Question 6

Progress Iteratively with Feedback

Answer 6

Working in a time-boxed and iterative manner with embedded feedback loops.

It allows for greater flexibility, faster responses to needs, the ability to respond to failure earlier, and an overall improvement in quality.

Question 7

Waterfall Method of Improvement

Answer 7

1. Figure out the service you need.
2. Break it down into smaller chunks.
3. Build each of those chunks toward the final vision.

No one can use the service until it’s complete (e.g. building a house and then allowing the owner to move in).

Question 8

Agile Method of Improvement

Answer 8

1. Figure out the service you need.
2. Build what would make the product usable.
3. Iterate based on continual feedback until you reach the final vision.

The service can be used early on, but may need considerable improvement until it reaches its desired state (e.g. building a house one room at a time and allowing the owner to move into the rooms as they’re built).

Question 9

Feedback Loops

Answer 9

Are when part of an activity output is used as a new input.

Question 10

Collaborate & Promote Visibility

Answer 10

Having an initiative with the right people in the correct roles to achieve better buy-in, have more relevance, and gain an increased likelihood of long-term success.

Question 11

Think and Work Holistically

Answer 11

A holistic approach to service management that requires an understanding of how all the parts of an organization work together in an integrated way.

Question 12

Keep it Simple and Practical

Answer 12

Outcome-based thinking that uses the minimum number of steps to produce practical solutions with valuable outcomes.

Question 13

Optimize

Answer 13

Make something as effective and useful as it makes sense to do.

Question 14

Automation

Answer 14

Using technology to perform a step or series of steps correctly and consistently with limited or no human intervention.