ITIL Applying ITSM Guiding Principles 2

Question 1

A service team is overwhelmed with change requests and considers skipping documentation to save time. Which guiding principle should they apply?

Accepted Answer

Keep it simple and practical

Answer

'Keep it simple and practical' means eliminating unnecessary steps, but documentation that provides value should be retained — the team should simplify, not skip critical steps.

Question 2

An IT manager wants to deploy a new monitoring tool but insists on designing the full rollout plan before getting any stakeholder input. Which principle is being violated?

Accepted Answer

Progress iteratively with feedback

Answer

'Progress iteratively with feedback' means gathering stakeholder input early and often rather than completing a full plan in isolation before testing assumptions.

Question 3

Which guiding principle is BEST demonstrated when a service owner maps out how their service connects to customer outcomes, supplier contracts, and internal teams?

Accepted Answer

Think and work holistically

Answer

'Think and work holistically' focuses on understanding the full system of relationships and dependencies rather than viewing a service in isolation.

Question 4

When applying 'Focus on value,' what is the MOST important question a practitioner should ask about a proposed service activity?

Accepted Answer

How does it contribute to stakeholder outcomes?

Answer

Every activity should be evaluated by whether it contributes to stakeholder outcomes, which is the essence of the 'Focus on value' principle.

Question 5

A team discovers an existing manual process that works well and proposes automating it. The ITIL guiding principle most relevant to deciding whether to automate is:

Accepted Answer

Optimize and automate

Answer

'Optimize and automate' states that processes should be optimized first, then automated — automation of a poorly designed process only makes the problem faster.

ITIL - Practitioner Practice Test

ITIL - Practitioner Practice Test

ITIL Applying ITSM Guiding Principles 2