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ITIL Practitioner Applying ITSM Guiding Principles Questions and Answers Flashcards

6 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 6 ITIL Practitioner Applying ITSM Guiding Principles Questions and Answers flashcards as text

  1. A team automates a reporting task that was previously done manually but the reports now lack context that stakeholders need. Which guiding principle was overlooked?

    Answer: Focus on value

    Focus on value was overlooked because the automation removed contextual information that stakeholders relied on for decision-making.

  2. Which scenario BEST demonstrates the guiding principle 'Keep it simple and practical'?

    Answer: Creating a streamlined three-step escalation path that addresses 90% of incidents effectively

    Keep it simple and practical means using the minimum number of steps needed to accomplish objectives effectively without unnecessary complexity.

  3. An organization has a mature change management process but poor knowledge management. Applying 'Start where you are,' what should they do?

    Answer: Assess the current knowledge management practices to identify what works before redesigning

    Start where you are directs organizations to evaluate existing capabilities and build on what already works rather than starting from scratch.

  4. How does 'Collaborate and promote visibility' help prevent shadow IT within an organization?

    Answer: By creating open communication channels so business units can share needs and IT can respond with supported solutions

    Promoting visibility and collaboration ensures business needs are communicated and addressed through supported channels, reducing the motivation for shadow IT.

  5. A service improvement initiative delivers a small enhancement every two weeks and adjusts priorities based on user feedback. Which TWO guiding principles does this BEST demonstrate?

    Answer: Progress iteratively with feedback and Focus on value

    Delivering in short cycles reflects progressing iteratively with feedback, while adjusting based on user feedback ensures the focus remains on value.

  6. An ITIL Practitioner recommends automating password resets after confirming the manual process is well-understood and documented. Which guiding principle sequence does this follow?

    Answer: Start where you are, then Optimize and automate

    Understanding the current manual process reflects Start where you are, and then automating it follows Optimize and automate.