ITIL_QUICK_REFERENCE

PAI ITIL Quick Reference

Domain-Agnostic Service Management Cheat Sheet

Version: 1.0 | Full Framework: ITIL_FRAMEWORK.md

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Seven Guiding Principles (Apply to EVERY Decision)

Principle	PAI Translation	Quick Check
Focus on Value	Orient around principal value, not system elegance	”Does this create value for Duane?”
Start Where You Are	Build on existing PAI, don’t rebuild	”Did I check for prior art?” (Preflight Gate E)
Progress Iteratively	Small increments + feedback	”Can I verify this incrementally?”
Collaborate & Visibility	Cross-engine sharing, transparent decisions	”Is this decision documented?”
Think Systemically	Consider whole-system impacts	”What else does this affect?”
Keep It Simple	Minimum steps, practical outcomes	”Is this complexity necessary?”
Optimize & Automate	Prove pattern, then automate	”Does this automate a validated workflow?”

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Four Dimensions (Balance ALL Four)

Dimension	PAI Components	Key Question
People & Organization	Principal, DA, RBAC personas, culture	”Does the principal have context to use this?”
Information & Technology	Engines (PNC/PNG/PNO/PNX/PNK), ICM, TELOS, Knowledge	”Is data accessible where needed?”
Partners & Suppliers	External APIs, MCP servers, integrations	”What if this external service fails?”
Value Streams & Processes	Algorithm phases, skills, hooks	”Can this workflow be simplified?”

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Service Value Chain → Algorithm Phases

SVC Activity	Algorithm Phase(s)	Purpose
Plan	OBSERVE, THINK, PLAN	Requirements, risk, strategy
Improve	REFLECT + Simplify	Learning capture, cleanup
Engage	(Cross-cutting)	Principal interaction, transparency
Design & Transition	PLAN	Skill dev, ISA scaffolding
Obtain/Build	BUILD, EXECUTE	Implementation
Deliver & Support	VERIFY, DELIVER	Verification, final checks

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Key PAI Practices (From ITIL 34)

Service Management

Practice	PAI Implementation	When to Use
Problem Detection	Security hooks, HealthCheck, Response Playbook	On errors, health degradation
Root Cause Analysis	RootCauseAnalysis skill, postmortems	Recurring problems, incidents
Change Control	ISA versioning, PhaseTransitionGate	Before modifying core components
Knowledge Mgmt	ICM, TELOS, reflection mining	Capturing/retrieving learnings
Capability Registry	109 skills, 25+ agents	Discovering available capabilities
State Tracking	settings.json, ISA frontmatter	Managing configuration
Quality Standards	ISC floors, euphoric surprise threshold	Setting expectations
Request Routing	Mode detection, skill routing	Intake and triage
Verification	VERIFY phase, Evals, QATester	Before claiming complete
Observability	Hooks, HealthCheck, dashboard	Monitoring system health

General Management

Practice	PAI Implementation	When to Use
Continual Improvement	REFLECT, Simplify, Loop, Optimize	Post-task, recurring work
Security Governance	Security hooks, audits, KeyRotation	Protecting credentials, blocking destructive ops
Risk Management	THINK premortem, WorldThreatModel	Before significant work, strategic decisions
Strategy Setting	TELOS missions, IDEAL_STATE	Quarterly planning, goal-setting
Work Prioritization	TELOS dependencies, effort tiers	Deciding what to work on
System Design	Architect agent, FirstPrinciples	Architecture decisions
Metrics & Analytics	ISC rates, euphoric surprise, logs	Measuring effectiveness

Technical Management

Practice	PAI Implementation	When to Use
Capability Release	Cloudflare deployments, HealthCheck	Deploying new capabilities
Resource Provisioning	InfraOps, DBOps, systemd	Managing infrastructure
Code Lifecycle	Engineer agent, Algorithm BUILD	Software development

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Governance Activities

Activity	Purpose	PAI Implementation	Cadence
DIRECT	Set strategy & policy	AI Steering Rules, Algorithm doctrine, TELOS	Quarterly + ad-hoc
MONITOR	Oversee alignment	Hooks, dashboard, HealthCheck	Real-time (hooks), weekly (review)
EVALUATE	Review & update	REFLECT, feedback memories, BitterPillEngineering	Post-task, monthly, quarterly

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Continual Improvement Loop

MEASURE → ANALYZE → IMPROVE → REPEAT

Measure:  ISC rates, euphoric surprise, errors, skill usage
Analyze:  Reflection mining, recurring patterns
Improve:  Simplify, BitterPillEngineering, feedback memories
Repeat:   Loop, Optimize, next Algorithm run

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Critical Success Factors & KPIs

CSF	KPI	Target	Check
Value Delivery	Euphoric surprise	≥8/10	ISA rating
Quality	ISC pass rate	≥95%	VERIFY results
Learning	Feedback memory rate	≥1 per failed ISC	MEMORY/Feedback/
Efficiency	Ollama routing %	≥60% for structured work	Inference.ts logs
Reliability	Uptime	≥99.9%	HealthCheck
Security	Blocked ops	100% block or override	DestructiveOpGuard logs

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Daily Application Checklist

Before Starting Work

• Apply “Focus on Value”: Does this create principal value?
• Apply “Start Where You Are”: Did I check for prior art?
• Check relevant dimension: People (context?), Tech (accessible?), Partners (fallback?), Process (simple?)

During Work

• Apply “Progress Iteratively”: Can I verify incrementally?
• Apply “Think Systemically”: What else does this affect?
• Use appropriate practices (see tables above)

After Work

• Apply “Optimize & Automate”: Can proven patterns be automated?
• Run Continual Improvement loop: Measure, Analyze, Improve
• Capture learnings (REFLECT, feedback memories)

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When Things Go Wrong

Symptom	ITIL Practice	PAI Tool
Error occurred	Problem Detection	Security hooks, HealthCheck
Error recurring	Root Cause Analysis	RootCauseAnalysis skill, postmortem
Risk identified	Risk Management	THINK premortem, RedTeam
Change needed	Change Control	ISA versioning, PhaseTransitionGate
Knowledge gap	Knowledge Management	Research, ICM recall
Quality issue	Service Validation	VERIFY phase, RealityChecker
Security concern	Security Governance	InfoSecRiskAssessment, SecurityTriage

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Integration Map: ITIL ↔ PAI

ITIL Concept	PAI Equivalent
Service Value System	Algorithm + hooks + skills ecosystem
Service Value Chain	OBSERVE→THINK→PLAN→BUILD→VERIFY→DELIVER→REFLECT
Guiding Principles	AI Steering Rules (system + user)
Four Dimensions	PAI architecture (People/Tech/Partners/Process)
Practices	Skills (109) + specialized agents
Governance	Direct (steering), Monitor (hooks), Evaluate (REFLECT)
Continual Improvement	REFLECT + Simplify + Loop + Optimize
Service Catalog	Skill registry + agent types
Configuration Management	settings.json + ISA frontmatter + work.json
Incident Management	Security hooks + error recovery
Problem Management	RootCauseAnalysis + feedback memories
Change Control	ISA versioning + PhaseTransitionGate
Knowledge Management	ICM + TELOS + Knowledge Archive

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Pro Tip: Print this page and keep it visible during PAI work. The principles and dimensions apply to EVERY decision.

See Also:

• ITIL_FRAMEWORK.md — Full framework documentation
• AISTEERINGRULES.md — System-wide behavioral rules
• Algorithm/v5.7.3.md — Algorithm doctrine