Introduction to the seventh ITIL 4 Guiding Principles
This is the last lap of the ITIL 4 Guiding principles that I will be talking about and it promises to be interesting. You can click here to read some of the previous ones that I have talked about. The seventh ITIL 4 Principles talks about optimizing and automating your processes as you continue to work on your service management strategy.
What then is optimization?
Optimization means to make something more effective and useful as well as make sense. It is the process of getting more out of what you have already made. Before you can think of automating any process, you have to make sure that it has been optimized to the fullest.
There are six major steps that you need to follow when it comes to optimization as part of ITIL 4 Guiding principles.
#1 Understand the context
In order to optimize fully and to optimum satisfaction, you need to understand the context of the optimization. That means you have to take to study how customers are using such products or services. This will now be a point to what you need to improve upon in order for customers to get the best out of the whole process.
#2 Assess the current state
The next thing is for you to do an objective assessment of the current state of the solution. You must be realistic enough to point out the positive and negative side of the present solution. This will also allow you to have a bigger picture in mind. It will also allow you to prioritize the operation so that you will know what can be done and what you need to suspend to a future date.
#3 Stakeholder engagement
In optimizing your solution, you need to engage your stakeholders and make sure they are carried along in the entire process. The stakeholders can assist you in recognising areas that you need to improve upon. This will also ensure that the solutions are acceptable when it is finally delivered to your end users.
#4 Focus on simplicity
There is a need to also focus on simplicity when you are trying to optimise your solution. There is no upgrade that should
make the system difficult for customers or employees to use. You should note that it is only when the system is simple to use that you can think of optimization. Mind you, simplicity remains the best sophistication.
#5 Use iterative
There is a need for you to execute the program in an iterative way. You have to make use of metric or what we can also call Key Performance Indicator to see if you are hitting the target or not. You also need to ensure that the line of communication is open so that you are getting feedback from your customers. You need to also make adjustments to your plan based on the feedback that you are getting from your customers.
#6 Continue to monitor
Above all , you have to continue to monitor the whole process as long as it is still in operation. That is why when you are planning your strategy, you have to plan service improvement into it. Whatever you are introducing must be scalability. You should not relent in looking for areas of improvement. Implement changes as you notice them and remember that simplicity is the best sophistication you can ever have.
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