Question

A new service management team lead is frustrated with the current incident management process, which she considers outdated. Her instinct is to discard the entire existing process and design a brand-new one from scratch, assuming nothing currently in place is worth keeping. Which ITIL guiding principle should most directly correct her approach?

Accepted Answer

Start where you are — assess what already exists and measure it objectively before deciding what to build or keep

Answer

Optimize and automate — automate the new process as soon as it is designed to maximize efficiency

Answer

Focus on value — deliver a completely new process because value only comes from replacing legacy systems

Answer

Keep it simple and practical — the fastest simplification is always to remove everything and start over