A recommendation that guides an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure
Guiding Principle
A method for visualizing work, identifying potential blockages and resource conflicts, and managing work in progress.
Kanban
A version of the final product which allows the maximum amount of validation learning with the least effort
Minimum Viable Product
The entirety of the interactions a customer has with an organization and its products. This can determine how the customer feels about the organization and its products and services.
Customer Experience
Which methods focus on the delivery of incremental changes to software products while responding to the changing (or evolving) needs of users.
Agile Methods
Allocating a fixed and maximum unit of time to an activity
Timeboxing
Which methods build on Agile software development and service management techniques by emphasizing close collaboration between the roles of software development and technical operations.
DevOps Methods
Encourage a focus on _______ among all staff.
Value
What is the first step of the Focus on Value principle?
Know who is being served
What is the second step of the Focus on Value principle?
Understanding what is truly a value to the service consumer
Guiding Principles
Focus on Value Start Where You Are Progress Iteratively with Feedback Collaborate and Promote Visibility Think and Work Holistically Keep It Simple and Practical Optimize and Automate
Which Guiding Principle:
- Everything that the organization does needs to map, directly or indirectly, to value for the stakeholders
- Encompasses many perspectives, including the experience of customers and users
Focus on Value
Which Guiding Principle:
- Do not start from scratch and build something new without considering what is already available to be leveraged.
- The current state should be investigated and observed directly to make sure it is fully understood.
- It can sometimes be beneficial for a person with little or no prior knowledge of the service to be part of the observation.
Start Where You Are
Which Guiding Principle:
- Resist the temptation to do everything at once. By organizing work into smaller sections, the focus on each effort will be sharper and easier to maintain.
- Seeking feedback before, throughout, and after each iteration will ensure that actions are focused and appropriate, even in changing circumstances.
Progress Iteratively with Feedback
A term used to refer to a situation where part of the output of an activity is used for new input.
Feedback Loop
When so much time is spent analyzing the situation that nothing ever gets done about it.
Analysis Paralysis
Isolated work
Silo Activity
Which Guiding Principle:
- When initiative involves the right people in the correct roles, there is a likelihood of long-term success.
- Inclusion is generally a batter policy than exclusion.
- Work and its results should be made visible, hidden agendas should be avoided, and information should be shared to the greatest degree possible.
Collaborate and Promote Visibility
Do you need to get agreement from everyone involved in an initiative before proceeding?
No
Which Guiding Principle:
- No service, practice, process, department, or supplier stands alone. All the outputs that an organization delivers to itself, its customers, and other stakeholders will suffer unless it works in an integrated way to handle its activities as a whole.
- Establishing an understanding of how all the parts of an organization work together in an integrated way.
Think and Work Holistically
_________ is key to thinking and working holistically.
Collaboration
___________ can facilitate working holistically.
Automation
Which GuidingPrinciple:
- Always use the minimum number of steps to accomplish an objective. If a process, service, action, or metric fails to provide value or produce a useful outcome, then eliminate it.
- Always ask whether an improvement target contributes to value creation. Understand exactly how something contributes to value creation.
- Always use outcome-based thinking to provide practical solutions
Keep It Simple and Practical
Which Guiding Principle:
- Technology can help organizations to scale up and take on frequent and repetitive tasks, allowing human resources to be used for more complex decision-making.
- Continual improvement is essential
Optimize and Automate
