Introduction to the Sixth ITIL 4 Guiding Principles
LAST UPDATED ON: 28TH AUGUST, 2019
In many of my previous articles, I have talked about some of the ITIL 4 Principles that has to do with Service Management. In this very article, I want to throw my searchlight on the fifth ITIL 4 Guiding Principles which talks about keeping it practical and simple. Let us look at the practical application of this in this article.
In practicalising these ITIL 4 Guiding principles, outcome-based thinking should be used to produce practical solutions which deliver valuable outcomes while using the minimum number of steps needed. That means when you are planning on the ways of moving forward, you have to look at the result of what customers have said about the previous outcome. You also have to ensure that the entire system is not in any way complicated. This will help you in getting the best out of the entire system.
What you should do…
#1 Establish a holistic view
There is a need for you to establish a holistic view of the organisation’s work. You have to try as much as possible to understand how the whole system works. This will help you to identify areas that need adjustment and come up with a blueprint on how to move forward. Having a holistic view of the entire system can also help you to determine the contributions of different components of the system to the entire system.
#2 Start with an uncomplicated approach
There is a need for you to also start with an uncomplicated approach when you are providing the solution. It is not compulsory that you should roll out the entire system at once. You have to come up with a simple solution first and add more features and you move on with the entire system. I will also say whatever addition feature that you are adding should have the input from your customers.
#3 Not every problem can be solved
The most common problem most organisation have is they want to be the solution to every problem. You can never solve every problem. It is advisable for you to identify areas where you have a comparative advantage and focus your energy on how you can get the best out of that micro area that you have identified. You may now dedicate more time in the future to see how other areas that are unsolved can be explored.
#4 Be mindful of competing objectives
There is a need for you to be mindful of competing objectives and not over-concentrate on areas that can be addressed in the future. You need to prioritize your options and ensure that the right thing is been done at the right time. You should always access the situation and make sure that equal attention is given to issues that need to be addressed at the same time.
Now the practical application of these ITIL 4 Guiding Principles
#1 Ensure value
First and foremost, you have to ensure that you are delivering value to your customers. The only means of ensuring that is by making sure that you are carrying your customers along in whatever you are doing. You also have to gather requirements from your customer. You need to find means of gathering your requirements, through survey, interview or other means. You just have to ensure that you and your customers are on the same page as far as what the company can provide is concerned.
#2 Simplicity is the ultimate sophistication
There are many people that believe that they have not built a good software or solution because it is not complicated. You have to know that the best solution that you can ever provide is the one that customers require little or no assistance in order to use such solutions. You have to keep it simple as much as possible. There is a need for you to also ensure that you are working towards the automation of most if not all the entire process.
#3 Do fewer things. Do them better
In order to practicalize these fifth ITIL 4 Guiding Principles, you have to make sure you are not a jack of all trade, master of all. I have seen many organisations postulating that they are perfect in all that they do. Many organisations have many subsidiaries but some of them are struggling to survive. It will be better if your organisation is known for a particular speciality that you are very good at. This will create a scenario where your organisation comes to mind when particular issues need to be resolved.
#4 Time is money
There is a need for you to also respect the time of people involved in the whole process. You have to make sure that time is judiciously used while carrying out the whole process. This boils down to meeting management. When there are meetings, make sure you send agenda out before the meeting. You have to see that those that do not have business with the meeting are not invited to the meeting. You also need to see to it that nothing outside what is sent out is discussed at the meetings.
#5 Easier to understand. more likely to adopt
There is a need for you to understand that customers and employees, as well as other stakeholders, will only go for a solution that they can easily understand. That is why you should try as much as possible to make the solution simple to use. It does not have to be complicated before it can serve its purpose. The simple, the better.
#6 Simplicity is the best quick win
In a world where there are many options for your customers and prospects as far as solving their problems are concerned, you have to make sure that your own solution remains the simplest and easy to use. If it is simple to use, many will quickly adopt it. Not everyone would like to go through headaches just because they want to use a solution. The reigning applications are those that are very easy to use.
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