How should the organization use the guiding principle ‘start where you are’?

An organization is improving its service desk practice.

How should the organization use the guiding principle ‘start where you are’?
A . Standardize operations and automate processes where possible
B . Identify metrics that demonstrate the role of the service desk in the service provider and the service consumer organizations
C . Establish a clear communication channel but use the procedures that are currently available.
D . Gradually Implement new service desk channels and loots

View Answer

Answer: C

Explanation:

The ITIL 4 guiding principle "Start Where You Are" emphasizes leveraging existing resources, processes, and capabilities before introducing new ones. When an organization is improving its Service Desk practice, it should assess what is already working and build upon those foundations rather than starting from scratch.

Establish a Clear Communication Channel but Use the Procedures that are Currently Available (Answer C – Correct): In line with the "Start Where You Are" principle, the organization should first assess and improve the current communication channels rather than immediately replacing them. By

using the existing procedures that have proven effective, the organization can introduce improvements without disrupting ongoing operations. This gradual and practical approach ensures that any enhancements are made with a clear understanding of what is already in place. Standardize Operations and Automate Processes (Answer A – Incorrect): While standardizing and automating are essential for operational efficiency, they should not be the first step. ITIL advises assessing current practices before automating, especially if there are already useful procedures in place.

Identify Metrics Demonstrating the Service Desk Role (Answer B – Incorrect): Identifying metrics is important for performance measurement but is not directly related to the "Start Where You Are" principle, which focuses more on leveraging existing resources and practices.

Gradually Implement New Service Desk Channels and Tools (Answer D – Incorrect): While gradual implementation of new tools aligns with the "Progress Iteratively with Feedback" principle, it is not directly related to the "Start Where You Are" principle, which emphasizes making the most of existing

processes before introducing new ones.

ITIL 4

Reference: Guiding Principle: Start Where You Are: Focuses on utilizing and improving existing processes before introducing new tools or channels.

Service Desk Practice: The service desk plays a crucial role in maintaining effective communication with users, and improvements should be based on the evaluation of current systems.