Question

A service management team has been asked to overhaul the entire IT service catalog, retire three legacy tools, and roll out a new self-service portal across 12 departments. The program manager wants to deliver everything in a single 'big bang' release at the end of an 18-month project. A senior practitioner argues this approach is risky and proposes an alternative aligned with an ITIL guiding principle. Which recommendation best reflects the guiding principle 'Progress iteratively with feedback'?

Accepted Answer

Break the initiative into smaller, manageable sections, delivering and reviewing each one so the work can be adjusted based on what is learned.

Answer

Automate as many of the catalog and portal tasks as possible before any manual process is understood, to accelerate the single release.

Answer

Keep the full scope but add more staff so the entire program can be completed and released faster in one coordinated effort.

Answer

Document all requirements in complete detail up front and freeze them so the 18-month plan does not change during delivery.