itSMF 2017 June Bulletin Bulletin -June 2017 | Page 12

The nine guiding principles of ITIL Practioners By Stuart Rance Focus on Value. Observe Directly. Everything in IT service management (ITSM) should deliver value to the customer and the customer, decides what is valuable to them. Base your decisions on information that is as true and correct as you know it can be. Whenever possible, go to the source of the activity and observe it directly. Design for Experience. Be Transparent. Services (as well as processes) should be designed from the outset to create a satisfying end-to-end experience for the customer or end user. Be clear and honest about what is happening and why, so that rumors will not compete with the truth and people can participate and speak from a position of knowledge. Start where you are. Collaborate. Don’t automatically start from scratch. Always consider first what can be leveraged from what is already available. Work together creatively towards a common goal. Shared effort will create shared commitment and results will benefit from considering different perspectives. Work Holistically. No service or component stands alone. Services are complicated systems that have to be considered, designed, deployed, managed and improved with an awareness of the whole. Keep it Simple. Do only what is needed to consistently deliver the desired outcomes. Eliminate that which is wasteful.” Source: AXELOS Progress Iteratively. Resist the temptation to do everything in one go. Break the work into manageable pieces that each deliver something useful and keep going. A lot of small efforts combine for great change. itSMF Australia - Call for Articles The Bulletin has a long and distinguished history with itSMF. Your First Step? Now is the perfect opportunity for you to make a tangible contribution to your own industry journal. We are A initial approach directly to the Editor is calling for articles from Members for publication in The a sensible first step and you will find my Bulletin based on your direct experience. contact details above. I will also work closely with you during the preparation of your article and will provide any assistance you might require. [email protected] 12 itSMF Bulletin—June 2017 Articles should be in the order of 800–1,000 words, although both shorter and longer contributions will be welcome depending on space and of course content. They may reflect your own workplace triumphs, (or tragedies) or relate to your analysis of issues you see playing out in the Industry.