ITIL 2.2

Explain the Guiding Principles

Focus on value

This principle emphasizes the importance of understanding and delivering value to customers and stakeholders. It guides organizations to prioritize activities and investments that directly contribute to achieving desired outcomes and meeting customer needs.

Focus on value

Use this principle to align ITSM practices with business objectives, prioritize resources and efforts based on the value they provide, and continually assess and improve the value delivered by services.

Start where you are

This principle encourages organizations to assess their current capabilities, resources, and processes realistically and start their improvement journey from their existing state.

Start where you are

Use this principle to avoid overwhelming changes and leverage existing strengths and assets. It advocates for incremental improvements over time rather than waiting for perfect conditions to begin.

Progress iteratively with feedback

This principle promotes an iterative approach to service improvement, where changes are implemented incrementally, and feedback is gathered continuously to inform future iterations.

Progress iteratively with feedback

Use this principle to break down complex initiatives into smaller, manageable increments, gather feedback from stakeholders early and often, and adapt plans and actions based on the feedback received.

Collaborate and promote visibility

This principle emphasizes the importance of collaboration and transparency across teams, departments, and stakeholders to facilitate effective communication, decision-making, and problem-solving.

Collaborate and promote visibility

Use this principle to foster a culture of collaboration, share knowledge and information openly, and ensure visibility into processes, activities, and outcomes to build trust and alignment.

Think and work holistically

This principle encourages organizations to consider the interconnectedness and interdependencies of various components and aspects of ITSM, including people, processes, technology, and partners.

Think and work holistically

Use this principle to take a holistic approach to service design, delivery, and improvement, considering the broader context and implications of decisions and actions.

Keep it simple and practical

This principle advocates for simplicity and practicality in the design and implementation of ITSM practices, avoiding unnecessary complexity and bureaucracy.

Keep it simple and practical

Use this principle to streamline processes, eliminate unnecessary steps or documentation, and focus on delivering value efficiently and effectively.

Optimize and automate

This principle promotes continuous optimization and automation of ITSM practices to improve efficiency, reduce errors, and free up resources for higher-value activities.

Optimize and automate

Use this principle to identify opportunities for automation, leverage technology to streamline processes and tasks, and continuously refine and optimize ITSM practices to enhance performance and outcomes.