ITIL 4 Foundation Certification Notes: 7 ITIL Guiding Principles


[ITIL® 4 Foundation Study Notes] This chapter provides an overview of “how the ITIL® guiding principles can help an organization adopt and adapt service management” for ITIL® 4 Foundation Exam which accounts for 6 questions on the exam.

ITIL® 4 Foundation Exam Syllabus

Learning Outcome Assessment Criteria ITIL® Book References Bloom’s Level No. marks

2. Understand how the ITIL® guiding principles can help an organization adopt and adapt service management

2.1 Describe the nature, use and interaction of the guiding principles

4.3, 4.3.8

BL2

1

2.2 Explain the use of the guiding principles (4.3):

  • a) Focus on value (4.3.1 – 4.3.1.4)
  • b) Start where you are (4.3.2 – 4.3.2.3)
  • c) Progress iteratively with feedback (4.3.3 – 4.3.3.3)
  • d) Collaborate and promote visibility (4.3.4 – 4.3.4.4)
  • e) Think and work holistically (4.3.5 – 4.3.5.1)
  • f) Keep it simple and practical (4.3.6 – 4.3.6.3)
  • g) Optimize and automate (4.3.7 – 4.3.7.3)

4.3, 4.3.1-4.3.7.3

BL2

5

7 ITIL® guiding principles

A guiding principle is a recommendation that guides an organization in all circumstances which allows it to integrate different working and management methods within service management of the organization.

  • Focus on value – Everything the organization does should link back, directly or indirectly, to value for itself, its customers and other stakeholders
    • need to understand service consumers, their perception of value, map outcome to value and understand customer experience (CX – total functional and emotional interactions) and user experience (UX – just focus on usability and aesthetics)
    • needs to maintain a focus on value in day-to-day operations as well as improvement projects
  • Start where you are – to understand the current situation thoroughly to consider if anything can be reused / built upon
    • make an inventory of current services, processes and methods and measure the performance in an objective way
  • Progress iteratively with feedback – by organizing work into smaller, more manageable sections that can be executed and completed in a timely manner, the focus on each effort will be sharper and easier to maintain
    • feedback helps to understand value perception of stakeholders, demands, opportunities and risks
    • working iteratively allows more flexibility to respond to changes
    • going small and going fast
  • Collaborate and promote visibility – working together with a shared goal to remove silos internally and externally
    • need to understand priorities, flow of work, bottlenecks, resources utilitization
    • use different communication methods/types to effectively communicate with different stakeholders
  • Think and work holistically – nothing stands alone, the services/outputs need to work in an integrated way to handle activities of the organization as a whole to focus on the delivery of value
    • holistic thinking and working through collaboration and communication
  • Keep it simple and practical – always use the minimum number of steps to accomplish an objective with outcome-based thinking
    • designed for the majority and create handling rules for exceptions
    • doing fewer things better for quick wins
  • Optimize and automate – to make something as effective / useful as it needs to be through optimization first and use technology to perform steps consistently with little or no human intervention through automation
    • need to optimize iteratively and continually monitor the impact of optimisation/automation with a focus on value

Conclusion: What’s needed for the ITIL® 4 Foundation Exam

This ITIL® 4 Foundation study note includes:

  • an overview of the nature, use and interaction of all 7 ITIL® guiding principles

 

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Edward Chung

Edward Chung aspires to become a full-stack web developer and project manager. In the quest to become a more competent professional, Edward studied for and passed the PMP Certification, ITIL v3 Foundation Certification, PMI-ACP Certification and Zend PHP Certification. Edward shares his certification experience and resources here in the hope of helping others who are pursuing these certification exams to achieve exam success.

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