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ITIL Practitioner Guiding

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

February
2017
2 ITIL Practitioner Guiding
Principles Checklist

Contents
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
Collaborate
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
(clare.cottrell@AXELOS.com) and we will send the most interesting entries a copy of the ITIL
Practitioner Guidance.
Good luck!
4 ITIL Practitioner Guiding Principles
Checklist

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
experience

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
holistically

Progress Understand and prioritize the customer's expectations and


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

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


working/delivered/consumed. Do this regularly.
directly

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
Checklist

Guiding Application Owner of Outputs Outcomes


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

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
suppliers

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
Checklist

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
Checklist

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
BAU.

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
directly
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
Checklist

Be Make sure stakeholders are aware of planned


transparent 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 Don't burden service transition with more controls


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

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
Checklist

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)