Skip to main content

ITIL 4 Guiding Principles - Keep It Simple - Take Two

If there is a way to make something complex it seems like we as IT Service Providers have that technique down to an art. Last week an ITIL 4 Foundation student asked, “Why is that?"

The human brain is an intricate organ weighing on average about three pounds. There are about eleven billion neurons and one hundred trillion connections in your brain. The brain is the command central of everything that we think, everything you say and yes, of every solution that we might come up with. Our brain is thirsty for information. The more information we allow in the more eager our brain gets. This cycle generates a demand for stimulation. The more complex something becomes, the more stimulated our brain becomes. Hmmm, this might explain why so many become addicted to tech!    

This guiding principle “Keep IT Simple” is just that… SIMPLE! The difficult task is going
to be how do we ensure that we have “Just Enough” process and governance moving forward but also how do we take very complex systems, processes and ways of thinking that exist and “Keep IT Simple”. In many cases, we will have to radically shift the way that we think and train our brains for a new way of looking at things. A new way to stimulate these neurons is to think, how can I make this more simple? Then look at the solution again. Think once more, How can I make this even more simple? Challenge this creative eager brain to work hard and stimulate it with “Simplicity”! 

There are a lot of techniques and methods that are available to us and in some cases where over-engineering has gone wild, we might have to step back and re-engineer some processes that are too heavy or too rigid for today's evolving requirements and business need. 

One solution to consider is “LEAN IT”. Applying things like “Value Stream Mapping” (a lean tool) that will allow us to identify where there is waste, and where there are bottlenecks that hinder the flow of work. 

Another way to keep things simple is to apply Agile Service Management practices and follow an iterative approach for ongoing continual feedback and corrective actions to siphon out waste with incremental improvements. There are other techniques like swarming and collaboration using chat clients and chat bots! Kanban boards will help to visualize work and therefore identify issues early in the creation of solutions. 

To keep it simple we will have to have an open mind. “Keep IT Simple” is only one of seven guiding principles brought forward with ITIL 4 best practices. These guiding principles are not exclusive and like “Keeping IT Simple”, are used in conjunction with all the other ITIL 4 guiding principles. The ITSM Professor provides an overview for each of the ITIL 4 Guiding Principles. Learn them all and realize how they can help you in your continuous journey for improvement. Understand that to be fast and nimble we must “Keep IT Simple” 


Popular posts from this blog

What is the difference between Process Owner, Process Manager and Process Practitioner?

I was recently asked to clarify the roles of the Process Owner, Process Manager and Process Practitioner and wanted to share this with you.

Roles and Responsibilities:
Process Owner – this individual is “Accountable” for the process. They are the goto person and represent this process across the entire organization. They will ensure that the process is clearly defined, designed and documented. They will ensure that the process has a set of Policies for governance.Example: The process owner for Incident management will ensure that all of the activities to Identify, Record, Categorize, Investigate, … all the way to closing the incident are defined and documented with clearly defined roles, responsibilities, handoffs, and deliverables. An example of a policy in could be… “All Incidents must be logged”. Policies are rules that govern the process. Process Owner ensures that all Process activities, (what to do), Procedures (details on how to perform the activity) and the policies (r…

How Does ITIL Help in the Management of the SDLC?

I was recently asked how ITIL helps in the management of the SDLC (Software Development Lifecycle).  Simply put... SDLC is a Lifecycle approach to produce the software or the "product".  ITIL is a Lifecycle approach that focuses on the "service".
I’ll start by reviewing both SDLC and ITIL Lifecycles and then summarize:
SDLC  -  The intent of an SDLC process is to help produce a product that is cost-efficient, effective and of high quality. Once an application is created, the SDLC maps the proper deployment of the software into the live environment. The SDLC methodology usually contains the following stages: Analysis (requirements and design), construction, testing, release and maintenance.  The focus here is on the Software.  Most organizations will use an Agile or Waterfall approach to implement the software through the Software Development Lifecycle.
ITIL  -  is a best practice for IT service management (ITSM) that focuses on aligning IT services with the needs …

ITIL 4 – Mapping the Customer Journey

All service providers are in the business of customer and user experience. It is not enough to compete on products and services, how services are delivered is as important as what is delivered.

The customer journey is the complete end-to-end experience customers have with one or more service providers and/or their products through the touchpoints and service interactions with those providers. In order to focus on the outcomes and on the customer/user experience, service providers are seeking to master the art of mapping their customer journey. Doing so allows them to maximize stakeholder value through co-creation of value throughout the entire value chain.

The customer journey begins by understanding the overall macro-level of steps or groups of activities that generate the need for interaction between the customer and the service provider. These activities begin at “Explore” and end with “Realize” where the value is actually being consumed by the end-users.
The Band of Visibility