ITIL 4
The service value system: guiding principles, governance, service value chain and continual improvement – ITIL 4

ITIL 4 4.3.2: Start where you are

What does 4.3.2 require?

Before creating something new, look at what is already there. Observe or measure services and methods at first hand to see how they stand now and what could be reused; take data from the source, since reports and reality drift apart; let outsiders ask naive questions; use measurement to back up observation, not replace it (a measure turned into a target stops being a good measure); view what exists objectively from the standpoint of the outcome the customer wants; copy and extend practices that work; apply risk management both to reusing and to replacing; and accept that occasionally nothing is reusable.

Maintained by Gerard BlokdykControl text last updated

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