{"type":"video","version":"1.0","html":"<iframe src=\"https://www.loom.com/embed/0a52abd35ef44a75ab8380784935f13c\" frameborder=\"0\" width=\"1280\" height=\"960\" webkitallowfullscreen mozallowfullscreen allowfullscreen></iframe>","height":960,"width":1280,"provider_name":"Loom","provider_url":"https://www.loom.com","thumbnail_height":960,"thumbnail_width":1280,"thumbnail_url":"https://cdn.loom.com/sessions/thumbnails/0a52abd35ef44a75ab8380784935f13c-a82383ae57b8f3d0.gif","duration":272.407,"title":"Progress Iteratively with Feedback: The Third ITIL 4 Guiding Principle","description":"This Loom explains the ITIL guiding principle of progressing iteratively with feedback, avoiding big bang changes. The author emphasizes taking user and service feedback continuously, aligning with CSI’s continual measure, stop, and progress cycle. They demonstrate a deflection quality co-worker that reviews resolved requests, captures overall feedback, and produces qualitative and quantitative measures rather than relying on helpdesk notes or surveys. The co-worker evaluates true deflection by checking proof such as whether an Azure AD or onboarding action matched a user’s password reset timestamp, and reports metrics like deflection rate, escalations, CSAT, reopened requests, and negative feedback. It can run on a weekly schedule and uses a baseline from a prior week or quarter."}