ITIL Practitioner Guiding Principles Checklist. Use with the 9 Guiding Principles Navigator. AXELOS.com

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1 ITIL Practitioner Principles Use with the 9 Principles Navigator AXELOS.com February 2017

2 2 ITIL Practitioner Principles Contents 1 Introduction 3 2 Service Strategy 4 3 Service Design 6 4 Service Transition 8 5 Service Operation 10

3 ITIL Practitioner Principles 3 1 Introduction This template is created to support ITIL Practitioners in the practical application of the nine guiding s: Focus on value Design for experience Start where you are Work holistically Progress iteratively Observe directly Be transparent Collaborate Keep it simple. These guiding s can (and should) be followed at every stage of the service lifecycle, from the strategy definition to day-to-day operational activities. To support you in their practical application, we created the navigator; a simple tool to remind you about the s and providing some hints on how each can be applied at certain stage of the service lifecycle. Whatever the lifecycle stage and the IT service management (ITSM) activity you are currently involved in, check the navigator for hints and ideas. Of course, we could not fit all possible applications of the s in one small tool; it merely provides examples that can be more or less relevant to your needs at any given moment. But if you understand the s and see the examples, it is easier to come up with your own ideas. Whether you follow the example given or implement your own solution, make a record using this template. Here are some very simple rules to help you: Make sure that all s are followed at every service lifecycle stage Ensure that every recorded initiative has an owner and that the owner takes this ownership seriously Apply the s to all services delivered Record the outputs and outcomes of every initiative Share your experience with your colleagues, your customers, your managers Share it with us and ITIL practitioners around the world. We would love to hear how you have been using the guiding s. Send your ideas on the practical application of the s to our Marketing Lead, Clare Cottrell (clare.cottrell@axelos.com) and we will send the most interesting entries a copy of the ITIL Practitioner Guidance. Good luck!

4 4 ITIL Practitioner Principles 2 Service Strategy Focus on value Define service outputs AND outcomes in customer's terms Service Manager Customer-facing catalogue rewritten Improved customer satisfaction (as per survey conducted on 12/02/17) Design for experience Understand the customer's context for consumption of your service Start where you are Collect information about the current patterns of the customer's activities that will be supported by your service Work holistically Consider the whole chain/net that is creating value for the customer; understand the contribution your service makes Progress iteratively Understand and prioritize the customer's expectations and requirements; start with minimal viable service, but don't stop there Observe directly Listen to users, customers and sponsors; observe your service working/delivered/consumed. Do this regularly. Be transparent Collaborate Keep it simple Report on failures; share ideas and concerns; demonstrate improvements made. Involve all stakeholders in the service strategy, including customers, key users and suppliers. Communicate clearly, using simple wording; Yes, this applies to charging models too.

5 ITIL Practitioner Principles 5

6 6 ITIL Practitioner Principles 3 Service Design Focus on value Concentrate on what adds to the value defined at the service strategy phase. Design for experience Ensure usability; demonstrate a clear link to the business activity supported; and provide a clear and intuitive interface. Still keep it fool-proof, though. Start where you are Use existing utility, warranty and design capabilities to achieve quick wins. AXELOS EXAMPLE The Service Owner SLRs (Service Level Requirements) are validated against current capabilities; constrains are documented based on More realistic expectations; improved customer satisfaction; capability improvement roadmap is drafted. negotiations with internal and external suppliers Work holistically Don't limit your service with local optimizations focus on improving end-to-end flow, and consider the environment. Progress iteratively Use MoSCoW to prioritize improvements, requirements and opportunities; Observe directly Know how your service environment works - e.g. users, systems, operational teams and tools. Watch them working and design accordingly. Be transparent Design for sufficient reporting; integration with monitoring tools; event detection and management; service health monitoring.

7 ITIL Practitioner Principles 7 Collaborate Involve stakeholders in the design. Balance interests of stakeholders to support utility; warranty; usability; costs; compliance. Keep it simple Create and implement architecture s; simplify service design; write readable documentation.

8 8 ITIL Practitioner Principles 4 Service Transition Focus on value Ensure that releases support value expectations and business objectives of the changes; adjust controls to the customer needs. Design for experience Test beyond functionality; make sure warranty, usability and operability requirements and expectations are met. Start where you are Don't wait for the perfect moment - it will never come. Introduce viable and valuable improvements in the live environments based on what you can do now. Work holistically Be aware of context to the business and other service initiatives; prioritize releases according to the customer's needs. Progress iteratively Wherever possible, conduct safe experiments; pilot improvements; spread good practice. Keep going. Make continual improvement part of the BAU. Observe directly Compare tests outcomes with people's perception; observe the service functioning, where possible. Make sure monitoring and controls work as expected. AXELOS EXAMPLE The Service Owner Acceptance review reports from Business Manager, Service Owner and Release Manager for every release bringing changes to functionality or interfaces. Less errors in production; improved user satisfaction; more new ideas from users and business managers.

9 ITIL Practitioner Principles 9 Be transparent Make sure stakeholders are aware of planned releases; Share ideas and concerns; Use PIR to report on and learn from failures; celebrate success. Collaborate Involve designers, developers, operations and users in planning for transition. Use common knowledge; provide feedback to design and strategy. Keep it simple Don't burden service transition with more controls than necessary. Use simple communications. Simplify and automate the CAB (Change Advisory Board).

10 10 ITIL Practitioner Principles 5 Service Operation Focus on value Operate and support your service for users and the customer, not for the technology solution. Think users, not IT. Design for experience Be supportive, be friendly, be helpful. Support experience is often the most visible part of service experience. Start where you are Follow the Pareto. Identify the most frequent and important user requests; incidents; events; errors. From those, work on the most impactful. Work holistically Operate and support the service, not its components. Consider relationships, dependencies, shared components. Progress iteratively Introduce automation, standard solutions and workarounds continually. Apply new operational capabilities to live services. Address users' feedback. Observe directly Always combine monitoring with user surveys; don't limit feedback to support transactions, ask about the overall service experience. Be transparent Report on service achievements within and beyond SLA (Service Level Agreement). Include users feedback. Report on failures, learn from experience. Collaborate Avoid siloed- thinking. Swarm for major incidents and problems. Collect feedback from users. Partner with suppliers. Provide feedback to all other lifecycle phases. AXELOS EXAMPLE Incident Manager Swarming records for the major incidents Improved resolution time for major incidents (XX%/Mins); improved collaboration between the teams

11 ITIL Practitioner Principles 11 Keep it simple Avoid complicated self-service tools. Understand what simple means for your users and adapt the service.

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