Guiding Principles

Question 1

Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
A. Progress iteratively with feedback
B. Keep it simple and practical
C. Start where you are
D. Focus on value

Answer 1

C. Start where you are

Encourages building on what already works.

Question 2

What is a recommendation of the ‘focus on value’ guiding principle?
A. Make ‘focus on value’ a responsibility of the management
B. Focus on the value of new and significant projects first
C. Focus on value for the service provider first
D. Focus on value at every step of the improvement

Answer 2

D. Focus on value at every step of the improvement

Applies throughout the lifecycle, not only at key points.

Question 3

Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
A. Start where you are
B. Collaborate and promote visibility
C. Keep it simple and practical
D. Optimize and automate

Answer 3

C. Keep it simple and practical

Removes unnecessary steps that don’t create value.

Question 4

Which guiding principle recommends standardizing and streamlining manual tasks?
A. Optimize and automate
B. Collaborate and promote visibility
C. Focus on value
D. Think and work holistically

Answer 4

A. Optimize and automate

Promotes automating tasks to improve efficiency.

Question 5

Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
A. Each iteration should be designed before starting the initiative and implemented without feedback
B. Feedback should only be taken into account when one iteration fails to meet its objective
C. Feedback should be reduced for large improvements as it is unlikely that circumstances will change
D. Each iteration should be continually re-evaluated based on feedback

Answer 5

D. Each iteration should be continually re-evaluated based on feedback

Feedback is crucial throughout each phase.