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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 ITSM Guiding Principles flashcards as text

  1. A CIO asks the ITSM team to document every possible edge case in the new incident procedure. Which guiding principle should the team reference to push back appropriately?

    Answer: Keep it simple and practical

    'Keep it simple and practical' warns against adding unnecessary complexity; documenting every rare edge case often reduces usability.

  2. How does 'Think and work holistically' differ from 'Collaborate and promote visibility'?

    Answer: Holistic thinking focuses on system-wide integration; visibility focuses on communication and transparency

    'Think and work holistically' is about understanding how components interrelate, while 'Collaborate and promote visibility' is about open communication and shared awareness.

  3. A service owner discovers that 80% of incidents are caused by 5% of configuration items. She focuses improvement efforts there. Which principle does this reflect?

    Answer: Focus on value

    'Focus on value' encourages directing effort where it delivers the greatest impact for customers and the organization.

  4. Which guiding principle helps prevent 'analysis paralysis' during service improvement projects?

    Answer: Progress iteratively with feedback

    'Progress iteratively with feedback' counters analysis paralysis by encouraging action in small steps rather than waiting for a perfect plan.

  5. Which principle most directly supports the concept of 'minimum viable product' (MVP) in service design?

    Answer: Progress iteratively with feedback

    'Progress iteratively with feedback' aligns with MVP thinking — deliver a working minimum, gather feedback, then improve.

  6. An organization wants to involve end users, IT staff, and business leaders in designing a new service portal. Which guiding principle drives this inclusive approach?

    Answer: Collaborate and promote visibility

    'Collaborate and promote visibility' encourages involving diverse stakeholders to improve outcomes and build shared understanding.

  7. Before adopting a new ITSM platform, an organization maps all its current integrations and data flows. Which guiding principle does this assessment support?

    Answer: Start where you are

    'Start where you are' recommends thoroughly understanding the current environment before making changes.