Applying ITSM Guiding Principles Flashcards
7 cards from real ITIL practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Applying ITSM Guiding Principles flashcards as text
Which guiding principle is MOST closely associated with identifying waste in a process and removing non-value-adding steps?
Answer: Optimize and automate
'Optimize and automate' includes streamlining processes by removing waste before applying automation, directly addressing non-value-adding steps.
During a service review, a practitioner discovers that a workaround used for 3 years has become the de facto standard process. Applying 'Start where you are,' what is the correct action?
Answer: Document and assess the workaround to understand its actual value before deciding on changes
Before changing what exists, practitioners must assess its actual value — the workaround may be effective and worth formalizing.
Which principle is violated when a project team hides delivery risks from stakeholders to avoid uncomfortable conversations?
Answer: Collaborate and promote visibility
Hiding risks from stakeholders directly violates 'Collaborate and promote visibility,' which requires transparency and open communication.
A company applies ITIL guiding principles but skips stakeholder feedback during a service design phase to speed up delivery. Which risk does this create?
Answer: The service may not align with actual stakeholder needs, requiring costly rework later
Skipping feedback violates 'Progress iteratively with feedback' and 'Collaborate and promote visibility,' increasing the risk of delivering a service that misses the mark.
An organization's CSI initiative produces a 120-page improvement report that is never read. Applying 'Keep it simple and practical,' what should be done differently?
Answer: Condense findings into a concise, actionable summary focused on priority improvements
If a deliverable is too complex to be used, it provides no value — a concise, actionable summary aligns with keeping things simple and practical.
How does 'Focus on value' influence the way metrics are chosen for a service?
Answer: Metrics should reflect whether the service is delivering outcomes that matter to stakeholders
Metrics aligned with stakeholder outcomes ensure that measurement activity itself contributes to understanding and improving value delivery.
A service desk manager insists on solving every incident type with a unique, tailored process. Which guiding principle does this most likely violate?
Answer: Keep it simple and practical
Creating unique processes for every scenario adds unnecessary complexity; 'Keep it simple and practical' favors standardized, reusable approaches where possible.