ITIL Guiding Principles

Question 1

A recommendation that guides an organization in all circumstances, regardless of change

Answer 1

ITIL Guiding Principle

Question 2

What encourage and support organizations in continual improvement at all levels?

Answer 2

ITIL Guiding Principles

Question 3

What are the 7 guiding principles?

Answer 3

Focus on Value, Start where You are, Progress Iteratively with Feedback, Collaborate and Promote Visibility, Think and Work Holistically, Keep it Simple and Practical, Optimize and Automate

Question 4

Understanding service customer, their perspectives on value, and how to improve the customer’s experience can achieve what?

Answer 4

Value

Question 5

What step do you focus on value the most?

Answer 5

All steps, (focus on value in everything single compartment/department, all the time)

Question 6

What is the most important thing when focusing on value?

Answer 6

Know who your customers are

Question 7

Not starting from scratch and building and leveraging what’s available is an example of what guiding principle?

Answer 7

Starting Where You Are

Question 8

Decisions on how to proceed should be based on information that is as accurate as possible is an example of:

Answer 8

Assessing Where You Are

Question 9

What is used to support the analysis of what has been observed rather than to replace it, as over-reliance on data analytics and reporting can unintentionally introduce biases and risk in decision-making.

Answer 9

The role of measurement

Question 10

By looking at what exists as objectively as possible, using the customer, or the desired outcome, as the starting point you are applying what principle?

Answer 10

Start Where You Are

Question 11

Organizing work into smaller, manageable sections that can be executed in a timely manner is know as what?

Answer 11

Time-Boxing

Question 12

Part of the output of activity is used for new input is commonly referred to what term?

Answer 12

Feedback loop

Question 13

When should you do feedback?

Answer 13

Throughout each iteration

Question 14

What can you do once feedback is received?

Answer 14

Analyze to improvement opportunities. Risks and issues

Question 15

While implementing the Collaborate & Promote Visibility principle what should be kept in mind?

Answer 15

Whom to collaborate with, communication for improvement, increasing urgency through visibility

Question 16

Collaboration does not mean consensus

Answer 16

True

Question 17

What is promoted by an organization understanding the flow of work in progress, Identifying bottlenecks, as well as excess capacity, uncovering waste?

Answer 17

Visibility

Question 18

The outcomes achieved by the service provider and service customer will suffer unless the organization does what?

Answer 18

Thinking and working on the service as a whole (holistically), not just on its own parts

Question 19

What is the key to thinking and working holistically ?

Answer 19

Collaboration

Question 20

What principle relates to the 4 dimensions , as a whole, of ITSM?

Answer 20

Think and Work Holistically

Question 21

If a processed service, action, or metric provides no value or produces no useful outcome, eliminating it utilizes what principle?

Answer 21

Keep it Simple and Practical

Question 22

By always using outcome-based thinking to produce practical solutions that deliver results you are exercising what principle?

Answer 22

Keep it Simple and Practical

Question 23

What are elements to keep in mind while implementing Keep it Simple and Practical principle?

Answer 23

Judging what to keep and Conflicting Objectives

Question 24

What particular resource should be used most effectively?

Answer 24

Human Resources (HR)

Question 25

By eliminating anything that is truly wasteful and using technology to achieve whatever it is capable of, you capitalize on what principle?

Answer 25

Optimize and Automate

Question 26

Human intervention should only happen where it really contributes value is an example of what principles?

Answer 26

Optimize and Automate

Question 27

Executing the improvements in an iterative way and continually monitoring the impact of optimization is on what path?

Answer 27

The road to optimization

Question 28

What should you consider when applying “optimize and automat” successfully?

Answer 28

Simply and/or optimize before automating, Define your metrics, Use the other guiding principles when applying this one