Understand how the ITIL guiding principles can help an organization adopt and adapt service management Flashcards
Describe the nature, use and interaction of the guiding principles
A guiding principle is a recommendation that guides an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure. A guiding principle is universal and enduring.
Explain the use of the guiding principle: Focus on value
All activities conducted by the organization should link back, directly or indirectly, to value for itself, its customers, and other stakeholders.
Explain the use of the guiding principle: Start where you are
Do not start from scratch and build something new without considering what is already available to be leveraged. There is likely to be a great deal in the current services, processes, programmes, projects, and people that can be used to create the desired outcome. The current state should be investigated and observed directly to make sure it is fully understood.
Explain the use of the guiding principle: Progress interactively with feedback
Do not attempt to do everything at once. Even huge initiatives must be accomplished iteratively. By organizing work into smaller, manageable sections that can be executed and completed in a timely manner, it is easier to maintain a sharper focus on each effort. Using feedback before, throughout, and after each iteration will ensure that actions are focused and appropriate, even if circumstances change.
Explain the use of the guiding principle: Collaborate and promote visibility
Working together across boundaries produces results that have greater buy-in, more relevance to objectives, and increased likelihood of long-term success.
Achieving objectives requires information, understanding, and trust. Work and consequences should be made visible, hidden agendas avoided, and information shared to the greatest degree possible.
Explain the use of the guiding principle: Think and work holistically
No service, or element used to provide a service, stands alone. The outcomes achieved by the service provider and service consumer will suffer unless the organization works on the service as a whole, not just on its parts. Results are delivered to internal and external customers through the effective and efficient management and dynamic integration of information, technology, organization, people, practices, partners, and agreements, which should all be coordinated to provide a defined value.
Explain the use of the guiding principle: Keep it simple and practical
If a process, service, action or metric fails to provide value or produce a useful outcome, eliminate it. In a process or procedure, use the minimum number of steps necessary to accomplish the objective(s). Always use outcome-based thinking to produce practical solutions that deliver results.
Explain the use of the guiding principle: Optimize and automate
Resources of all types, particularly HR, 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.
Name the 7 guiding principles
- Focus on value
- Start where you are
- Progress iteratively with feedback
- Collaborate and promote visibility
- Think and work holistacally
- Keep it simple and practical
- Optimize and automate
