Topic 2 : Guiding Principles of ITIL

Question 1

What are the 7 guiding Principles?

Answer 1

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 2

Which Guiding Principles?

All activities conducted by an organization should link back directly or indirectly to value for its customers, for its stakeholders, and for the organization itself. Customer experience

Answer 2

Focus on Value

Question 3

Which Guiding Principles?

Consider what is already available instead of starting from scratch. Is there anything that gives us a headstart? Current state should be investigated and fully understood before doing any work.

Answer 3

Start where you are

Question 4

Which Guiding Principles?

Break down the work into manageable components that can be executed iteratively to accomplish the objective. - You do a small step then show it to the customer - Not attempting to do everythings at once. Using feedback throughout each iteration will ensure actions are foucsed and apporpriate, even if circumstances change.

Answer 4

Progress iteratively with feedback:

Question 5

Which Guiding Principles?

Efforts benefit from better buy in. Better information is available for decision making. Creative solutions, enthusiastic contributions, and important perspectives can be obtained from unexpected sources. Inclusion is generally a better policy than exclusion.

Answer 5

Collaborate and promote visibility:

Question 6

Which Guiding Principles?

No service, practice process, department, or supplier stands alone.

Answer 6

Think and work holistically:

Question 7

• Use the minimum number of steps necessary to accomplish an objective. Use outcome based thinking to produce solutions and deliver results

Answer 7

Keep it simple and practical

Question 8

Organizations should streamline activities and automate work, so that minimal human intervention is required. Optimize - taking out any waste.

Answer 8

Optimize and automate

Question 9

What are the guiding Principles for?

Answer 9

Customers will understand how you work how you make a decision and you’ll be consistent.