ITIL Applying ITSM Guiding Principles 4

Question 1

Which guiding principle is MOST closely associated with identifying waste in a process and removing non-value-adding steps?

Accepted Answer

Optimize and automate

Answer

'Optimize and automate' includes streamlining processes by removing waste before applying automation, directly addressing non-value-adding steps.

Question 2

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?

Accepted Answer

Document and assess the workaround to understand its actual value before deciding on changes

Answer

Before changing what exists, practitioners must assess its actual value — the workaround may be effective and worth formalizing.

Question 3

Which principle is violated when a project team hides delivery risks from stakeholders to avoid uncomfortable conversations?

Accepted Answer

Collaborate and promote visibility

Answer

Hiding risks from stakeholders directly violates 'Collaborate and promote visibility,' which requires transparency and open communication.

Question 4

A company applies ITIL guiding principles but skips stakeholder feedback during a service design phase to speed up delivery. Which risk does this create?

Accepted Answer

The service may not align with actual stakeholder needs, requiring costly rework later

Answer

Skipping feedback violates 'Progress iteratively with feedback' and 'Collaborate and promote visibility,' increasing the risk of delivering a service that misses the mark.

Question 5

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?

Accepted Answer

Condense findings into a concise, actionable summary focused on priority improvements

Answer

If a deliverable is too complex to be used, it provides no value — a concise, actionable summary aligns with keeping things simple and practical.

ITIL - Practitioner Practice Test

ITIL - Practitioner Practice Test

ITIL Applying ITSM Guiding Principles 4