Guiding principles

Question 1

converts opportunity/demand into value for customers

Answer 1

service value chain

Question 2

recommendations that guide orgs in any circumstances, even for ITIL4 itself

Answer 2

the guiding principles

Question 3

everything you do must be somehow valuable to your stakeholders

Answer 3

focus on value

Question 4

reuse existing resources whenever possible instead of reinventing the wheel

Answer 4

start where you are

Question 5

don’t do everything at once; learning by doing with lots of feedback

Answer 5

progress iteratively with feedback

Question 6

involve the right people at the right time and gather factual data to make the right decisions

Answer 6

collaborate and promote visibility

Question 7

think about the effect of your work on other components

Answer 7

think and work holistically

Question 8

don’t overcomplicate; outcome based thinking helps

Answer 8

keep it simple and practical

Question 9

maximize the value of human work, automate only after optimization

Answer 9

optimize and (then) automate