The seven guiding principles are arguably the most practical and valuable aspects of ITIL (Information Technology Infrastructure Library). By embracing these principles as a foundation, sharing them with colleagues, and using them to inform decision-making processes, organizations can significantly enhance their effectiveness and deliver greater value to all stakeholders. These principles create bigger value for all stakeholders involved in your organization.
The ITIL framework, particularly since its update from v3 to ITIL 4, places these seven guiding principles at the core of its architecture. These principles serve as a compass, providing guidance, fostering informed decision-making, and promoting continuous improvement across all organizational levels.
The seven ITIL guiding principles are:
- Focus on value
- Start where you are
- Progress iteratively with feedback
- Collaborate and promote visibility
- Think and work holistically
- Keep it simple and practical
- Optimize and automate
These principles are universal and enduring, offering a robust framework for organizations to adopt and adapt a service management approach tailored to their specific needs and circumstances.
1. Focus on Value
The primary objective of any activity or initiative should be to deliver value, either directly or indirectly, to stakeholders. Therefore, a deep understanding of who the stakeholders are and what they truly value is crucial.
Stakeholder expectations and the perception of value are dynamic, evolving with time and circumstances. Organizations must continuously assess and adapt to these changes. Understanding the customer experience, both subjectively and objectively, is paramount in delivering the best possible service.
2. Start Where You Are
ITIL advocates leveraging existing resources and capabilities rather than starting from scratch. This principle emphasizes the importance of assessing the current state of affairs before embarking on new initiatives.
A comprehensive understanding of the current environment, including available data and measurements, is essential for building upon existing strengths and addressing areas for improvement.
3. Progress Iteratively with Feedback
ITIL advises against attempting to implement sweeping changes all at once. Instead, it promotes an iterative approach, breaking down work into smaller, manageable sections that can be executed efficiently.
These iterations should be continuously re-evaluated and revised to reflect any changes and ensure that the focus remains on delivering value. Feedback loops are essential for adapting and improving the process.
4. Collaborate and Promote Visibility
Collaboration and trust are fundamental to the success of any initiative. Transparency, open communication, and shared understanding are essential. Organizations should strive to share as much information as possible, while keeping track of the progress of work, identifying bottlenecks, and eliminating waste.
Assigning the right roles and responsibilities to the right employees is equally important. Collaboration and communication strategies should be tailored to each specific situation and stakeholder.
5. Think and Work Holistically
Recognizing the interconnectedness of all elements is crucial for delivering exceptional service. No service, practice, process, department, or supplier operates in isolation. All activities should be aligned with a shared focus on delivering value. Clear communication, automation, and a comprehensive understanding of patterns contribute to a holistic approach.
6. Keep It Simple and Practical
This principle emphasizes the importance of avoiding unnecessary complexity. Defining exceptions and establishing clear rules are key to maintaining simplicity. Organizations should regularly evaluate whether a particular practice, process, or service truly contributes to value creation.
Sometimes, achieving simplicity requires doing fewer things but doing them better. Simplicity, in the end, represents the ultimate form of sophistication.
7. Optimize and Automate
This principle focuses on maximizing the value of work carried out by both human and technical resources. Automation can streamline frequent and repetitive tasks, freeing up human resources for more complex and value-added activities.
However, automation should not be implemented for its own sake. It’s crucial to clearly define how automation will contribute to the overall organization’s ability to increase value.
How to Effectively Use the 7 Guiding Principles
Organizations should not selectively apply only one or two principles; instead, they should consider the relevance and interconnectedness of all seven. These principles are interdependent, and their combined application yields the greatest benefits.
The guiding principles should be revisited regularly to assess their continued relevance and appropriateness. The seven ITIL guiding principles are universally applicable to virtually any initiative and to all stakeholder relationships.
Referring to these principles during decision-making processes, improvement planning, and when facing challenges or seeking assistance is highly recommended. Consider making them readily visible as a constant reminder and source of guidance.
These principles are not exclusive to ITIL but are reflected in numerous other frameworks, methods, standards, philosophies, and bodies of knowledge. This allows organizations to effectively integrate multiple methodologies into a cohesive service management approach.
ITIL 4 Certification Training
To obtain ITIL certification, it is necessary to complete training with an AXELOS-accredited training organization (ATO). QRP International is an official ATO for ITIL 4, accredited by Peoplecert on behalf of Axelos, authorized to deliver ITIL Foundation and other ITIL courses.
