ITIL Guiding Principles Flashcards
Which guiding principle recommends an investigation of existing capabilities before starting a practice over?
-Focus on value
-Progress interactively with feedback
-Collaborate and promote visibility
-Start where you are
Start where you are
*Before starting or starting over; you should know where you are
now, have a current state reference point; and see what is
reusable
Which describes the principle “start where you are”?
-Reviewing how an improvement initiative can be organized into smaller,
manageable sections that can be completed in a timely manner
-Reviewing service management practices and removing any unnecessary
complexity
-Using the four dimensions of service management to ensure coordination of all
aspects of an improvement initiative
-Conducting a review of existing service management practices and deciding what
to keep and what to discard
Conducting a review of existing service management practices and deciding what
to keep and what to discard
*Create a current state baseline through assessments, audits,
benchmarks, and SWOT
Which describes the “focus on value” principle?
-Conducting a review of existing service management practices and deciding what
to keep and what to discard
-Reviewing how an improvement initiative can be organized into smaller,
manageable sections that can be completed in a timely manner
-Investigating why the customers use the services and how the service helps them
meet their goals
-Reviewing service management practices and removing any unnecessary
complexity
Investigating why the customers use the services and how the service helps them meet their goals
*Examine how to co-create valuable customer & user experiences
to realize value
Which guiding principle begins with assessing who the customers and stakeholders
are?
-Optimize and automate
-Focus on value
-Progress interactively with feedback
-Keep it simple and practical
Focus on value
*Know who the customers and other stakeholders are is essential
to the co-creation of Value
Which of the following are tools for collaborating and promoting visibility?
-SWOT analysis
-Balanced scorecard
-Kanban board
-Continual improvement model
Kanban board
*This is one of the Lean methods to keep the flow and status of
work, such as steps in a value stream or process activities visible
In which of the guiding principles is the theory of the constraints highlighted?
-Optimize and automate
-Start where you are
-Focus on value
-Think and work holistically
Think and work holistically
*Theory of constraints is looking at the entire “system” to find
bottlenecks or the weakest link
Which is NOT one of the “optimization” steps in “optimize and automate”?
-Customer preparation
-Desired future state
-Stakeholder engagement
-Monitoring feedback
Customer preparation
*Customers aren’t
preparing for automation; IT is preparing it for them, then they will
prepare to use it
