Here in this article, I want to look at the practical application of the third ITIL 4 Guiding Principles which is: Progress Iteratively with feedback. I have said it in my previous article that getting feedback is very essential when you plan to co-create value with your customers. In this article, I want to look at how this can be applied in an ITIL 4 environment.
First and foremost, you need to create a feedback loop. The feedback loop is a situation where part of the output of activity is used for the next input. When you are carrying out a feedback loop, you take into consideration what your target audience to plan the next line of action.
Iteration as part of the third ITIL 4 Guiding Principles
When you are carrying out your evaluation, you have to constantly re-evaluate what you are doing. The evaluation and whatever the outcome will be must reflect what customers demand.
Also, there is a need for the IT Manager to seek opinion and suggestions from the service consumer. He has to look at what is on ground when planning the next phase of service management.
It should be noted that creating a feedback loop helps the stakeholders to understand where the company is coming from. They will also understand where the company is going as well as the role they are expected to play in the scheme of things.
Practical Application of the third ITIL 4 Guiding Principles
#1 Comprehend the whole as part of third ITIL Guiding Principles
There is a need for you to understand the whole picture. More than any other person participating in the project. It is expected that the IT Manager should understand the angle where all the stakeholders are coming from. Also, when anomalies are noted, we also expected the IT Manager to engage all stakeholders and take appropriate action.
#2 Changing ecosystem as part of third ITIL Guiding Principles
Moreso, you need to understand that the business ecosystem is changing. You should not expect customers demand to remain the same. That is why you need to put in place feedback mechanism so that your business will be in tune with what customers want.
#3 Fast does not mean incomplete when it comes to these Guiding Principles
There are times that we always feel that processes are not complete because it does not take much time. I want to say it categorically that it is not about the time it takes to complete a process that matter. You just have to be sure that the right thing is been done. The only way the right can be done is to ensure that you carry stakeholders along in whatever you are doing.
For some days now, I have been talking about some of the ITIL 4 guiding principles. Today, I want to look at the next one which is: Progress Iteratively with Feedback. I will talk about all that you need to know about this Guiding Principle in this article.
This principle admonishes IT Managers to always open the line of communication between them and their service consumer. They should not be eager to reach the final destination in one single step. This is more of applying Agile methodology to IT Management. You have to listen to the feedback of end users and make necessary adjustment as appropriate.
Progressing successfully with feedback management
Progressing iteratively with feedback will assist the IT Manager to have greater flexibility in his work. He will be able to discover and respond to failure faster. It is possible that some of the failures that might be difficult for him to see will be very clear to his consumers. It is a well-known fact that nobody has the monopoly of knowledge. Also, listening to feedback from customers will also allow service providers to improve quality in the market place.
In following these guiding principles, you have to :
- Organise work into a manageable and smaller section.
When dividing your works or tasks, you have to make sure that each subtask are not too large. If your tasks are small and manageable, you will be able to coordinate it effectively. I will suggest that you make use of 8/80 rule when you are dividing your tasks. That means the minimum task should be a day and your maximum task should not be more than two weeks.
- It must be sequential and simultaneous
- You must have tangible results.
- It must be done in a timely manner.
- It should be that it can be built upon in order to create future improvements.
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