The 7 Guiding Principles of ITIL 4 are the key messages of ITIL. They are designed to guide decisions and actions so the people who are responsible for managing and operating the organization’s service portfolio can benefit from these high-level best practices.
These principles aren’t new. They’re influenced by ideas born in disciplines outside of service management (such as manufacturing and software development) but have now been proven in the service management context.
Today we look at Keep it simple and practical:
Keep it simple and practical
Like focus on value, this principle is heavily focused on the prevention of waste. Waste correlates with complexity. Higher complexity means there are more opportunities for waste to creep into a system--and it requires more work to find an eliminate waste.
Focus on delivering the desired outcome, not building the most elegant and elaborate solution. Use the minimum number of steps to deliver that outcome, ensuring you are not over-processing (delivering quality above and beyond what is required).
Apply the Pareto Principle (the 80:20 rule) to service mainstream demand without trying to solve for every possible exception. A simple process will be able to handle 80% of variation. Adding decisions and actions to support non-mainstream demands (the outliers) will only complicate the process and slow it down for the 80%. It’s better to apply general exception handling e.g. mainstream demand is handled by a simple, standardized process (possibly automated)—and the less frequent outliers are handled on a case-by-case basis.