ITIL Guiding Principles

Question 1

The reason for the guiding principles

Answer 1

Intended to help an organization adopt and adapt ITIL guidance

Question 1

ITIL guiding principles is

Answer 1

A recommendation that guides an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.

Question 2

Focus on value

Answer 2

Everything the organization does should link back directly or indirectly to value itself, it’s customers, and other stakeholders.

Question 3

Customer (CX) vs user (UX) experience

Answer 3

Object vs subjective.
The sum of functional and emotional interactions with a service provider as perceived by a service consumer

Question 4

Applying Focus on value

Answer 4

Know how service consumers use each service.
Use during normal operational activity as well as during improvement initiatives.
Include on every step of any improvement initiative.

Question 5

Start where you are

Answer 5

Do not start from scratch without considering what is already available to be leveraged.
Check current services, processes, programs, projects and people that can be used to create the desired outcomes.

Question 6

Ways a organization can implement “start where you are”

Answer 6

Assessing where you are and the role of measurement

Question 7

Applying start where you are

Answer 7

Look at what exists as objectively as possible, using the customer, or the desired outcome, as the starting punt.
Apply risk management skills.
Recognize sometime nothing can be reused.

Question 8

Progress iteratively with feedback

Answer 8

Don’t do everything at once. Break things up into multiple management tasks

Question 9

The role of feedback

Answer 9

Using feedback before, during, and after each interaction to ensure actions are focused and appropriate.
Can be analyzed to identify improvement opportunities, risks and issues

Question 10

Feedback loop

Answer 10

Where part of the output of an activity is used for new input. Feedback usually is collected and processed along the value chain.

Question 11

Applying progress interatively with feedback

Answer 11

Comprehend the whole but do something.
Time boxing (setting a limit of time aside for a task).
Minimum viable product

Question 12

Collaborate and prompt viability (collaborate)

Answer 12

Working together across boundaries produces results that have greater buy-in, more relevance to objective, and a better likelihood of long term success.

Question 13

Collaborate and prompt viability (viability)

Answer 13

Work and chimneys should be shared to the greatest degree possible.
Communication for improvement!

Question 14

Applying Collaborate and prompt viability

Answer 14

Collaboration does not mean consensus.
Communication is a way the audience can hear.
Decisions can only be made on visible data

Question 15

What does insufficient visability lead to

Answer 15

Poor decision-making, which in turn impacts the organization’s ability to improve internal capabilities.

Question 16

Ways to avoid insufficient visibility

Answer 16

Understand the flow of work in progress
Identify bottlenecks, as well as excess capacity.
Uncover waste.
Use value stream maps and Kaban boards.

Question 17

Think and work holistically

Answer 17

No service, or element used to provide service, stands alone. (Integration of the four dimensions)

Question 18

Applying Think and work holistically

Answer 18

Recognize the complexity.
Collaboration is key.
Automation can facilitate working holistically.
Use the theory of constraints here and in continual improvement.

Question 19

Keep it simple and practical

Answer 19

If a process, service, action, or metric provides no value or produces no useful outcome, eliminate it.
Minimum number of steps necessary

Question 20

Things to keep in mind when implementing keep it simple and practical

Answer 20

Judging what time keep.
Conflicting objectives
Think about exceptions, handle generally, don’t try to cover all

Question 21

Applying keep it simple and practical

Answer 21

Ensure value in every activity.
Simplicity is the ultimate sophistication.
Do fewer things but do them better
Respect the time of the people involved.
Simplicity is the best route to achieving quick wins.
Easier to understand; more likely to adopt.

Question 22

Optimize and Automate

Answer 22

Eliminate anything that is truly wasteful and use technology to achieve whatever it is capable of.
(Optimize before automating. Define your metrics. Use the other guiding principles when applying)

Question 23

Road to optimization

Answer 23

1. Agreeing on the overall vision and objectives of the organization.
2. Assessing the current state.
3. Agreeing on what the future state and priorities of the organization should be, focus on simplification and value
4. Stakeholder engagement
5. Executing the improvements in a iterative way, using metrics and other feedback to check progress.
6. Continually monitoring