An organization improves its application deployment tooling but ignores the training, roles and supplier contracts that surround it, and the expected benefit does not materialize. Which guiding principle was not applied?
ITIL 4 Foundation, objective 2. The ITIL guiding principles medium
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The options
Not correct Optimize and automate
Tooling was indeed improved, so this principle was partly served. The failure was ignoring everything around the technology, which is the holistic view.
Correct Think and work holistically
Correct. The principle requires the four dimensions of service management, including people, partners and ways of working, to be considered together rather than optimizing technology alone.
Not correct Focus on value
Value was not realized, but that is the symptom. The cause was treating one dimension in isolation from the others.
Not correct Keep it simple and practical
Nothing suggests unnecessary complexity was introduced; the problem is an incomplete scope, which this principle does not address.
Why
'Think and work holistically' means an integrated approach to the management of services, taking account of all four dimensions: organizations and people, information and technology, partners and suppliers, and value streams and processes. Improving one dimension while leaving the others untouched typically fails to deliver the intended outcome.
Where this comes from
- Cited
- ITIL 4 syllabus clause 2
- What it says
- Think and work holistically: take an integrated view across all four dimensions of service management.
Practise this
Reading one question is not practice. The trainer will draw a set from objective 2 and space the ones you get wrong.