ITIL 4 Lesson Two: 7 Guiding Principles

Question 1

Which guiding principle recommends an investigation of existing capabilities before starting a practice over?

A: Keep it simple and practical
B: Think and work holistically
C: Start where you are
D: Focus on value

Answer 1

C: Start where you are

Question 2

Which describes the principle “start where you are”?

A: Working together across boundaries produces results that have greater buy-in
B: Do not attempt to do everything at once
C: Human intervention should only happen where it really contributes value.
D: Conducting a review of existing service management practices and deciding what to keep and what to discard

Answer 2

D: Conducting a review of existing service management practices and deciding what to keep and what to discard

Question 3

Which describes the “focus on value” principle?

A: Asking the client what is their expected budget
B: Increasing revenue
C: Cutting time required on complicated tasks
D: Investigating why the customers uses the services and how the service helps them meet their goals

Answer 3

D: Investigating why the customers uses the services and how the service helps them meet their goals

Question 4

Which guiding principle begins with assessing who the customers and stakeholders are?

A: Progress iteratively with feedback
B: Optimize and automate
C: Focus on value
D: Start where you are

Answer 4

C: Focus on value

Question 5

Which of the following are tools for collaborating and promoting visibility?

A: Public service announcements over loudspeakers
B: Working in silos due technical complexities
C: Advertising on billboards
D: Kanban board

Answer 5

D: Kanban board

Question 6

In which of the guiding principles is theory of constraints highlighted?

A: Focus on value
B: Collaborate and promote visibility
C: Think and work holistically
D: Keep it Simple and Practical

Answer 6

C: Think and work holistically

Question 7

Which is NOT one of the “optimization” steps in “optimize and automate?”

A: Customer preparation
B: Stakeholder engagement
C: Desired future state
D: Monitoring Feedback

Answer 7

A: Customer preparation

Question 8

Which service management dimension is focused on activities, and how these are coordinated?

A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes

Answer 8

D. Value streams and processes

Question 9

Which service management dimension would help establish Workflow Management Systems?

A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes

Answer 9

B. Information and technology