Guiding Principles

Question 1

Guiding Principle

Answer 1

A recommendation that guides an org in all circumstances

Question 2

List the guiding principles

Answer 2

• 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

Question 3

Focus on Value

Answer 3

Everything an org does should link back, directly or indirectly for value for itself, customers, and stakeholders

Question 4

Applying Focus on Value

Answer 4

1. Know how your consumers will use each service
2. Encourage among the entire staff
3. During operational activity and during improvement initiatives
4. Include in every step of any improvement initiative

Question 5

Start where you are

Answer 5

• Don’t start over without first considering what is already available to be leveraged
• What can be reused or improved upon

Question 6

Measuring where you are

Answer 6

• Measurement can affect the results
• Measure outcomes, not outputs

Question 7

Applying Start where you are

Answer 7

1. Look at what exists objectively
2. Determine if successful practices or services can be replicated or expanded
3. Apply risk management in the decision making process
4. Recognize that sometimes nothing for the current state can be reused

Question 8

Progress Iteratively with Feedback

Answer 8

Working in a time-boxed and iterative manner with embedded feedback loops allows for:
* Greater flexibility,
* Faster responses,
* Ability to respond to failure earlier, and
* Overall quality improvement
(agile dev)

Question 9

Feedback Loop

Answer 9

Occurs when part of the output of an activity is used as a new input

Question 10

Applying Progress Iteratively with Feedback

Answer 10

1. Comprehend the whole process and do one thing
2. Feedback is essential to a constantly changing ecosystem
3. Fast does not mean incomplete

Question 11

Collaborate & Promote Visibility

Answer 11

Puts the right people in the correct roles, achieve better buy-in, have more relevance, and gain an increased likelihood of long-term success

Question 12

Collaborate & Promote Visibility helps

Answer 12

• Understand flow of work
• Identify bottlenecks
• Identify excess capacity
• Uncover waste

Question 13

Applying Collaborate & Promote Visibility

Answer 13

1. Collaboration does not mean consensus
2. Communicate in a way the audience can hear
3. Decision can only be made on visible parts of the project.

Question 14

Think & Work Holistically

Answer 14

A holistic approach to service management requires an understanding of how all the parts of an org work together in an integrated way

Question 15

Applying Think & Work Holistically

Answer 15

1. Recognize the complexity of the systems.
2. Collaboration is key to thinking and working holistically
3. Look for patterns of interactions between system elements
4. Automation can help you work more holistically

Question 16

Keep it Simple & Practical

Answer 16

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