Guiding principles

Question 1

a _________ is a recommendation that guides an organization in all circumstances regardless of changes in its goals, strategies, type of work or management structure.

Answer 1

guiding principle

Question 2

a ___________ is universal and enduring.

Answer 2

guiding principle

Question 3

The following describe what?
1. support successful actions and good decisions of all types and at all levels.
2. use to guide organizations in the work as they adopt a service management approach and adopt ITIL guidance to their own specific needs and circumstances.
3. They encourage and support organizations in continual improvement at all levels.
4. Allows the organization to effectively integrate the use of multiple methods such as ITIL, Lean, Agile, DevOps, COBIT, etc into an overall approach to service management.
5. These are universally applicable to practically any initiative and to all relationships and stakeholder groups.

Answer 3

the nature and use of guiding principles

Question 4

What are the 7 guiding principles?

Answer 4

1. Focus on value
2. Start where you are
3. Progress iteratively with feedback
4. Collaborate and promote visibility
5. Think and work holistically
6. Keep it simple and practical
7. Optimize and automate

Question 5

Which guiding principle: everything that the organization does needs to map, directly or indirectly, to value for the stakeholders.

Answer 5

Focus on value

Question 6

which guiding principle: Do not start from scratch and build something new without considering what is already available to be leveraged.

Answer 6

start where you are

Question 7

which guiding principle: Do not attempt to do everything at once. Even huge initiatives must be accomplished iteratively

Answer 7

progress iteratively with feedback

Question 8

which guiding principle: working together across boundaries produces greater buy-in, more relevance, and increased likelihood of long term success.

Answer 8

collaborate and promote visibility

Question 9

which guiding principle: no service stands along. The outcomes achieved will suffer unless the organization works on the service as a whole, not just on its parts.

Answer 9

think and work holistically

Question 10

which guiding principle: if a process, service, action or metric fails to provide value or produce a useful outcome, eliminate it.

Answer 10

keep it simple and practical

Question 11

which guiding principle: resources of all types, particularly HR, should be used to their best effect. Eliminate anything that is truly wasteful and use technology to achieve whatever it is capable of.

Answer 11

optimize and automate

Question 12

_______ is the entirety of the interactions a customer has with an organization and its products. the overall experience reflects how the customer feels about the organization and its products and services.

Answer 12

the customer experience (CX) and the user experience (UX)

Question 13

______________ is the guiding principle which recommends that the four dimensions of service management are considered.

Answer 13

think and work holistically

Question 14

____________ is the guiding principle that recommends collecting data before deciding what can be reused.

Answer 14

start where you are

Question 15

___________ support the organization for successful actions and good decisions of all types and at all levels

Answer 15

guiding principles

Question 16

___________ is the guiding principle that recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner.

Answer 16

progress iteratively with feedback

Question 17

understand how each element contributes to value creation is the key consideration of the ___________ guiding principle.

Answer 17

keep it simple and practical

Question 18

determine who the service consumer is in each situation is to be done first while applying the __________ guiding principle

Answer 18

focus on value

Question 19

measurement should be used to _______ the analysis of what has been observed rather than to _____ it.

Answer 19

support
replace

Question 20

identifying bottlenecks and uncovering waste are some of the key activities of __________ principle.

Answer 20

collaborate and promote visibility

Question 21

while applying the principle “keep it simple and practical”, _________ thinking should be used to produce practical solutions that deliver valuable outcomes.

Answer 21

outcome-based

Question 22

______________ guiding principle talks about end-to-end visibility of how demand is captured and translated into outcomes.

Answer 22

think and work holistically