ITIL Applying 'Work Holistically' Principle 5

Question 1

Which ITIL practice most directly applies the 'work holistically' principle by managing dependencies between services?

Accepted Answer

Service configuration management

Answer

Service configuration management maintains the CMDB, which maps relationships and dependencies between services, directly enabling holistic management.

Question 2

A project manager implementing a new CRM system only briefs the sales team. Post-launch, finance and support teams are unprepared. Which holistic principle was missed?

Accepted Answer

Work holistically by considering all stakeholder impacts

Answer

Working holistically requires identifying and preparing all stakeholders affected by a change, not just the primary user group.

Question 3

How does the 'work holistically' principle influence the way ITIL organizations handle continual improvement?

Accepted Answer

By evaluating improvement opportunities across all dimensions and their interdependencies

Answer

Holistic continual improvement looks across all four dimensions and their interdependencies to ensure improvements deliver lasting, system-wide value.

Question 4

When a service transitions from development to operations, which 'work holistically' gap most commonly causes failure?

Accepted Answer

Lack of knowledge transfer and process handoff between teams

Answer

Holistic transitions require structured knowledge transfer across organizational boundaries; missing handoffs create support gaps that cause service failures.

Question 5

A governance board approves a major technology upgrade based solely on vendor cost projections. Which holistic input was missing from this decision?

Accepted Answer

Impact assessment across people, processes, and partner integrations

Answer

Holistic governance decisions require assessing impact on all four dimensions — not just cost — to avoid unforeseen disruption.

ITIL - Practitioner Practice Test

ITIL - Practitioner Practice Test

ITIL Applying 'Work Holistically' Principle 5