Are we applying the Guiding Principles correctly?
4. Seven Guiding Principles (from the Axelos site)
5. The 34 practices. Key to each practice is to understand its Purpose and Objectives. Each needs to be expanded on in future ITIL 4 publications, and how these practices work together to support each other. (v2 related the core 11 processes quite well)
6. Continual Improvement which is everyone’s responsibility. We must remain dynamic and press the boundaries to do a better job.
7. Add to this the Four Dimensions (looking awfully like v3 People, Partners, Processes and Products). Consider this a Balanced Scorecard by which we can assess our services, practices and improvements.
a. Organisations and People
b. Partners and Suppliers
c. Value Streams and Processes, and
d. Information and Technology
8. And finally, the External Factors, the
PESTLE, which influence our service strategy from beyond our control. This is all about being a good corporate citizen.
a. Political
b. Economic
c. Social
d. Technological
e. Legal
f. Environmental
I love the picture below, by Pink Elephant and Cherwell, as a means of putting it all together in one, easy-to-read diagram.
See, it is all clear now isn’t it?
Well, there is one more thing I just have to add. (You knew this was going to happen)
For ITIL 4, the 34 practices have been sorted into three management streams.
• General – 14 practices that apply to any section of an enterprise
• Service – 17 practices that are IT focused but also applicable in other areas, and
• Technical – 3 practices that are strictly IT related.
Within each of these streams, the practices are listed alphabetically. This leads to my
14