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Guiding principles in action

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ITIL® 4 Foundation Certificate in IT Service Management
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DifficultyBeginner
Duration14m
Students258
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In order for the service value system to work effectively, it needs strong foundations, the seven guiding principles. All the principles are interconnected and support each other. Transcendent Sounds, a recording studio, have adopted ITIL 4, as their service management approach. They start by focusing on value. For them, this means knowing their studio's customers, and how the records they produce create value for them. Whenever they record a new musician, they start where they are. Although they are always looking to innovate, they always rely on established recording practices. They progress iteratively with feedback, when they produce records. Whenever they record a new album, they make sure to run focus groups all the way through the recording process, and get feedback from potential customers as they go. Transcendent Sounds demonstrate the collaborate and promote visibility principle, by making sure that the recording gurus all know how to work with each other. They have established clear communication channels, so they can all contribute at appropriate points during the recording process. Everyone in the organization is thinking and working holistically. Every week they have a company wide meeting to demo work and share best practice across the different sound engineering teams. This enables Transcendent Sounds to maximize the quality of the recording studio service, since all elements of the service are considered holistically. They keep it simple, by making sure that the recording process is intuitive for everyone involved by thinking about every step in the recording process and ensuring it contributes to higher recording quality. This has led them to stripping out unnecessary, over complex activities in the existing recording process. Transcendent Sounds are always looking to optimize and automate in every area of the business. Recently, they invested in better recording software that uses AI to automate the recording process, whilst still allowing manual override from a trained sound engineer where required. This has allowed the recording studio to maximize the use of the specialist facility and get better financial return on the expense of running the studio. By using the seven guiding principles, Transcendent Sounds that maximize their value creation, and their recording studio is regarded highly worldwide by leading artists.

About the Author

Martin is a professionally qualified and experienced IT Professional with over 25 years experience in the IT industry. He has held a number of senior roles and has experience of large scale IT Service Management implementation programmes both in public and private sectors. He has over 15 years experience working for QA as both a Senior principal lecturer/consultant and as Head of Service Management Product Development. Martin has delivered training to a wide variety of audiences, both UK and internationally, to consistently high levels of customer satisfaction.

His main role at QA is acting as a Head of Service Management Product Development to enable QA to deliver high quality, interactive training in the following areas:

  • Delivering a wide range of public ITIL, SIAM and BRM courses
  • Delivering onsite ITIL and SIAM courses
  • Developing high quality QA authored Service Management courses and courseware across all delivery mechanisms including classroom, e-learning and virtual
  • Working with Industry partners to develop new curricula and courses – Recent examples include ITIL Practitioner and the BCS EXIN SIAM Foundation qualifications