The guiding principles define the organization about how it will operate in all circumstances, conditions... They represent ITIL’s core message and they interact/depend on each other:

• Focus on value (customer experience (CX)/user experience (UX))
  • Everything should link back to value for the service consumer but also the organization and its stakeholders
  • Value can be revenue, customer loyalty, lower costs, growth opportunities (new markets), increased productivity, reduced negative impact and better competitive position
• Start where you are
  • Consider what is being done now and how it can be leveraged in the new
• Progress iteratively with feedback (Agile/DevOps/Lean)
  • Work in smaller increments that can be executed and managed in a timely manner
  • Collect feedback to understand performance and co‐created value, to identify improvements/risk/issues and to make better decisions
• Collaborate and promote visibility (Agile/DevOps/Lean)
  • Use the right people in the right manner
  • Cooperation, collaboration, communication (internal and external to the service provider)
• Think and work holistically
  • All parts of the organization must recognize each has an input to the produced functionality, all elements of the organization must focus on delivering value (end-to-end visibility and integration
• Keep it simple and practical
  • Utilize outcome-based thinking to produce practical and simple solutions (begin with the end in mind)
• Optimize and automate
  • Technology creates efficiencies but MUST have human oversight
  • Consider combining the efforts with other guiding principles (progress iteratively with feedback, keep it simple and practical, focus on value, start where you are)

Go back to ITIL 4 Managing Professional Certification Course: Foundation to finish this chapter or to the main page ITIL 4 Managing Professional Certification Course.