But, fortunately, there is a part of the library that can help everyone, and these are the fundamental principles of ITIL (there are 7 of them in the latest version). I believe that these principles should be applied even beyond the management of IT services. Some of them are applicable even in ordinary everyday life. Here is a list of them:
1. Focus on value (Focus on value)
2. Start from the current situation (Start where you are)
3. Progress gradually, step by step, using
feedback (Progress iteratively with feedback)
4. Collaborate, promote openly and clearly (Collaborate and promote visibility)
5. Use a systematic approach (Think and work holistically)
6. Do not complicate, be pragmatic (Keep it simple and
practical)
7. Optimize and automate (Optimize and automate)
Fundamental principles
Before proceeding to an analysis of the principles, it is worth clarifying what the fundamental principle is, according to ITIL.
- The guiding principle is a recommendation that guides the organization in all circumstances, regardless of changes in its goals, strategies, type of work or management structure. The fundamental principles are universal, stable and durable.
The principles embody the basic ideas of ITIL and service management in general, helping to carry out successful actions and make good decisions of all types at all levels of the organization.
Focus on value
- Everything that an organization does should directly or indirectly bring value both to the organization itself and to its customers and other interested parties.
Application of the principle:
- Know how consumers use each service.
- Encourage a focus on employee values.
- Focus on value both during normal operations and during improvement efforts.
- Include this principle in every step of any improvement initiative.
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Build on the current situation
- Do not start everything “from scratch” without evaluating what is now available for use. It is necessary to study existing services, processes, programs, projects and personnel to correctly understand their current status and what can be used in the future to achieve the desired result.
Application of the principle:
- Take a look at existing elements as objectively as possible. Use the customer or the desired end result as a starting point for analysis.
- If examples of successful practices or services are found in the current state, determine if they can be used, and if so, how
- Use risk management skills when making decisions.
- Recognize that sometimes nothing available can be used.
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Progress step by step using feedback
- Resist the temptation to do everything at once. Improvement iterations can be sequential or simultaneous. Creating a multi-level hierarchy of improvements makes it easier to maintain focus on each of them. Use the feedback before, during, and after each iteration. This will ensure the correct movement towards the goal and suitable actions.
Application of the principle:
- Try to be fully aware of the situation, but remember to act.
- The ecosystem is constantly changing, so feedback is critical.
- Fast does not mean poor quality.
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Collaborate, act openly and clearly
- Collaboration across borders produces results that are more consistent with goals and increase the likelihood of long-term success. To achieve real results, you need: information, understanding and trust. Progress should be visible, and priorities should be clear and supported by management.
Application of the principle:
- Collaboration does not mean consensus.
Trying to please everyone is a high risk of not pleasing anyone or doing nothing at all. - Communicate in such a way that all participants can hear.
Correct and diverse communication methods is one of the most important components of success. - Decisions should be made only on the basis of known data.
But data collection is a cost; a balance is needed between the cost of data collection and the benefits of it.
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Take a systematic approach
- No service, practice, process, unit or contractor exists by itself. The results achieved by the service provider and consumer will suffer until the organization works on the service as a whole, and not just on its parts. Services are provided by coordinating and integrating all 4 aspects of management . Using a systematic approach to service management involves understanding how all parts of the organization work together.
4 aspects of ITIL service management (four dimensions of service management)
In this article we will not dwell on these aspects in detail, since they deserve a separate article. The image below illustrates these aspects, surrounded by external factors.
When creating a product or service for value, we must rely on these 4 aspects:
During the creation process, external factors (PESTLE) will influence the product or service:
When creating a product or service for value, we must rely on these 4 aspects:
- Organizations and people
- Information and Technology
- Partners and contractors
- Value streams and processes
During the creation process, external factors (PESTLE) will influence the product or service:
- Political
- Economic
- Social
- Technological
- Legal
- Environment
Application of the principle:
- Recognize the complexity of systems.
- Collaboration is key in order to think and work systematically.
- If possible, look for patterns in the needs of system elements and in how they interact.
- Automation can contribute to system operation.
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Do not complicate, be pragmatic
- If a process, service, action or metric does not provide any value or does not produce useful results, get rid of them. Always use the minimum number of steps necessary to achieve the goal. Focus on results to come up with practical solutions that produce results. Trying to provide a solution for each exception leads to unnecessary complexity. Remember that goals can conflict with each other.
Application of the principle:
- Guarantee value.
- Simplicity is the highest form of complexity.
- Do less, but do it better.
- Respect the time of other participants.
- The easier it is to understand, the easier it is to accept.
- Simplicity is the best way to achieve quick victories.
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Optimize and automate
- Resources of all types, especially HR, should be used to the maximum. Eliminate everything that is wasteful, and use technology to achieve everything they can do. Human intervention is only appropriate when it truly brings value.
Application of the principle:
- Simplify and / or optimize before automation.
- Define your metrics.
- When applying this principle, use other fundamental principles.
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Note
These principles are not unique to ITIL and are found in Lean, DevOps, Agile, COBIT. All text is a free translation of the author.
List of sources and literature: