Start where you are

- What should be the start point of any initiative?

- What is the recommendation of “Start where you are”?
- Application of the principle (4)

Progress iteratively with feedback

- What to avoid.
- What are the benefits from applying this principle?
- What is a key concept of this principle and what does it offer?
- How is related the process called? (definition)
- How is this key concept applied in iterations?
- How do the people involved benefit from it?
- Application of the principle (3)

Collaborate and promote visibility

- How does this principle compete compared to other working styles?

- Which success factor for this principle for achieving the best possible results?
- Which is the second key concept of this principle and what does it do?
- What are the cons of not applying this principle?
- What are the pros?
- Application of the principle (3)

Think and work holistically

- One general truth about services

- What does it mean to take a holistic approach and what does it require?
- What creates the need for a holistic approach?
- Application of the principle (4)

Keep it simple and practical

- What is the rule of thumb for keeping it simple and practical?

- What action does this principle require and it which case.
- What is the opposite of keeping it simple and practical?
- What kind of reasoning should guide us in this principle?
- Name 4 steps to be taken.
- Application of the principle (6)

Optimize and automate

- What does optimization mean. When to apply automation.

- What is automation?
- How does automation help an organization?
- What is the simplest form of automation?
- Application of the principle (3)

Principle interaction
- Two general rules of thumb regarding the guiding principles.

3. The 4 dimensions of service management

Four perspectives for Holistic approach

- How does ITIL ensure a holistic approach to service management?
- What do the 4 dimensions represent?
- When are they applicable?
- What is important to remember about them?
- Where would it lead if one failed to address the 4 dimensions?

1. Organizations and people

- What are organization made of?
- Which is a decisive part of the organization’s success?
- How do people contribute to the organizational effectiveness?

2. Information and technology

- What is this dimension in the context of service management?
- What are some technologies that support service management?
- What is this dimension in the context of an IT service?
- What are some technologies that support IT services?
- What is true about Info Management’s significance?
- Which are some information criteria?
- What is also a subject of information managent?
- Information technology considerations.
- What also affects this dimension?

3. Partners and suppliers

- What does this dimension encompass?
- What is the commitment and involvement model(s) of this dimension?
- 2 examples that demonstrate the two approaches.
- How are complex and multiple relationships managed?
- What is the rule for an organization’s strategy?
- What are some of its aspects?
4. Value streams and processes
- What does this dimension do?
- What concerns this dimension?
- What is the ITIL solution to this?
- What are value streams?
- What is a value stream in particular?
- What does value stream optimization include?
- What is a process?
- What can it offer?
- What are they made of?
- How to apply this dimension to products and services? (3 questions to be answered)

The four dimensions

- What influences the four dimensions? (external factors, name them)

4. The ITIL Service Value System

SVS
- What is needed for service management to function properly?
- What is SVS?
- What ability does it offer?
- What is the purpose of SVS?

Inputs – Outputs of SVS

- Key inputs
- Outcome

Components of SVS
- Name them and define them.

5. The Service value chain