4. Guiding Principles

Question 1

What is a Guiding Principle?

Answer 1

A recommendation that guides an organization in all circumstances.

Question 2

True or False?

Guiding principles allow organizations to integrate the use of multiple methods into an overall approach to service management and are universally applicable to almost any initiative.

Answer 2

True

Question 3

What are the 7 Guiding Principles?

Answer 3

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 4

Define the the first principle Focus on Value.

Answer 4

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

Question 5

Define the second principle, Start Where You Are.

Answer 5

States that you should not start over without first considering what is already available to be leveraged.

Question 6

Define the third principle, Progress Iteratively with Feedback.

Answer 6

States that working in a time-boxed and iterative manner with embedded feedback loops allows for greater flexibility, faster responses to needs, the ability to respond to failure earlier, and an overall improvement quality.

Question 7

Define the fourth principle, Collaborate and Promote Visibility.

Answer 7

States that when inititatives involve the right people in the correct roles, efforts benefit from better buy-in, more relevance and increased likelihood of long-term sucess.

Question 8

Define the fifth principle, Think and Work Holistically.

Answer 8

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

Question 9

Define the sixth principle, Keep it Simple and Practical.

Answer 9

States outcome-based thinking should be used to produce practical solutions which deliver valuable outcomes using the minimum number of steps.

Question 10

Define the seventh principle, Optimize and Automate.

Answer 10

• Optimize: To make something as effective and useful as it makes sense to do.
• Automation: The use of technology to perform a step or series of steps correctly and consistently with limited or no human interaction.