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ITIL Practitioner Guiding

Principles Checklist
Use with the 9 Guiding
Principles Navigator

2 ITIL Practitioner Guiding
Principles Checklist

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

1 Introduction
This template is created to support ITIL Practitioners in the practical application of the nine
guiding principles:
Focus on value
Design for experience
Start where you are
Work holistically
Progress iteratively
Observe directly
Be transparent
Keep it simple.
These guiding principles 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 principles 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 principles 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 principles 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 principles 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 principles 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 principles. Send your ideas on the
practical application of the principles to our Marketing Lead, Clare Cottrell
( and we will send the most interesting entries a copy of the ITIL
Practitioner Guidance.
Good luck!
4 ITIL Practitioner Guiding Principles

2 Service Strategy
Guiding Application Owner of Outputs Outcomes
principle (what we do) the initiative (tangible products) (benefits/drawbacks)

Focus on value Define service outputs AND outcomes in customer's terms AXELOS EXAMPLE AXELOS EXAMPLE AXELOS EXAMPLE
Service Manager Customer-facing Improved customer satisfaction (as per
catalogue rewritten survey conducted on 12/02/17)

Design for Understand the customer's context for consumption of your service

Start where Collect information about the current patterns of the customer's
activities that will be supported by your service
you are

Work Consider the whole chain/net that is creating value for the customer;
understand the contribution your service makes

Progress Understand and prioritize the customer's expectations and

requirements; start with minimal viable service, but don't stop there

Observe Listen to users, customers and sponsors; observe your service

working/delivered/consumed. Do this regularly.

Be transparent Report on failures; share ideas and concerns; demonstrate

improvements made.

Collaborate Involve all stakeholders in the service strategy, including customers, key
users and suppliers.

Keep it simple Communicate clearly, using simple wording; Yes, this applies to charging
models too.
ITIL Practitioner Guiding Principles 5

Guiding Application Owner of Outputs Outcomes

principle (what we do) the initiative (tangible products) (benefits/drawbacks)
6 ITIL Practitioner Guiding Principles

3 Service Design
Guiding Application Owner of Outputs Outcomes
principle (what we do) the initiative (tangible products) (benefits/drawbacks)

Focus on Concentrate on what adds to the value defined

value at the service strategy phase.

Design for Ensure usability; demonstrate a clear link to the

experience business activity supported; and provide a clear
and intuitive interface. Still keep it
fool-proof, though.

Start where Use existing utility, warranty and design AXELOS AXELOS EXAMPLE AXELOS EXAMPLE
capabilities to achieve quick wins. EXAMPLE SLRs (Service Level Requirements) are More realistic expectations; improved
you are
The Service validated against current capabilities; customer satisfaction; capability
Owner constrains are documented based on improvement roadmap is drafted.
negotiations with internal and external

Work Don't limit your service with local optimizations

holistically focus on improving end-to-end flow, and
consider the environment.

Progress Use MoSCoW to prioritize improvements,

iteratively requirements and opportunities;

Observe Know how your service environment works - e.g.

directly users, systems, operational teams and tools.
Watch them working and design accordingly.

Be Design for sufficient reporting; integration with

transparent monitoring tools; event detection and
management; service health monitoring.
ITIL Practitioner Guiding Principles 7

Collaborate Involve stakeholders in the design. Balance

interests of stakeholders to support utility;
warranty; usability; costs; compliance.

Keep it Create and implement architecture principles;

simple simplify service design; write
readable documentation.
Guiding Application Owner of Outputs Outcomes
principle (what we do) the initiative (tangible products) (benefits/drawbacks)
8 ITIL Practitioner Guiding Principles

4 Service Transition
Guiding Application Owner of Outputs Outcomes
principle (what we do) the initiative (tangible products) (benefits/drawbacks)

Focus on Ensure that releases support value expectations

value and business objectives of the changes; adjust
controls to the customer needs.

Design for Test beyond functionality; make sure warranty,

experience usability and operability requirements and
expectations are met.

Start where Don't wait for the perfect moment - it will never
you are come. Introduce viable and valuable
improvements in the live environments based on
what you can do now.

Work Be aware of context to the business and other

holistically service initiatives; prioritize releases according to
the customer's needs.

Progress Wherever possible, conduct safe experiments;

iteratively pilot improvements; spread good practice. Keep
going. Make continual improvement part of the

Observe Compare tests outcomes with people's perception; AXELOS AXELOS EXAMPLE AXELOS EXAMPLE
observe the service functioning, where possible. EXAMPLE Acceptance review reports from Business Less errors in production; improved user
Make sure monitoring and controls work as The Service Manager, Service Owner and Release satisfaction; more new ideas from users
expected. Owner Manager for every release bringing and business managers.
changes to functionality or interfaces.
ITIL Practitioner Guiding Principles 9

Be Make sure stakeholders are aware of planned

transparent releases; Share ideas and concerns; Use PIR to
report on and learn from failures; celebrate

Collaborate Involve designers, developers, operations and

users in planning for transition. Use common
knowledge; provide feedback to design and

Keep it Don't burden service transition with more controls

simple than necessary. Use simple communications.
Simplify and automate the CAB (Change Advisory
Guiding Application Owner of Outputs Outcomes
principle (what we do) the initiative (tangible products) (benefits/drawbacks)
10 ITIL Practitioner Guiding Principles

5 Service Operation
Guiding Application Owner of Outputs Outcomes
principle (what we do) the initiative (tangible products) (benefits/drawbacks)

Focus on value Operate and support your service for users and the customer,
not for the technology solution. Think users, not IT.

Design for Be supportive, be friendly, be helpful. Support experience is

experience often the most visible part of service experience.

Start where Follow the Pareto principle. Identify the most frequent and
you are important user requests; incidents; events; errors. From
those, work on the most impactful.

Work Operate and support the service, not its components.

holistically Consider relationships, dependencies, shared components.

Progress Introduce automation, standard solutions and workarounds

iteratively continually. Apply new operational capabilities to live
services. Address users' feedback.

Observe Always combine monitoring with user surveys; don't limit

directly 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 AXELOS AXELOS EXAMPLE AXELOS EXAMPLE
problems. Collect feedback from users. Partner with suppliers. EXAMPLE Swarming records Improved resolution time for major incidents
Provide feedback to all other lifecycle phases. Incident for the major (XX%/Mins); improved collaboration between the
Manager incidents teams
ITIL Practitioner Guiding Principles 11

Keep it simple Avoid complicated self-service tools. Understand what simple

means for your users and adapt the service.
Guiding Application Owner of Outputs Outcomes
principle (what we do) the initiative (tangible products) (benefits/drawbacks)