ITIL ITSM Guiding Principles 2

Question 1

An organization wants to adopt ITIL but is concerned about disrupting existing processes that work well. Which guiding principle best addresses this concern?

Accepted Answer

Start where you are

Answer

'Start where you are' advises assessing current state and preserving what works rather than starting from scratch.

Question 2

Which guiding principle is most directly violated when a service team delivers outputs that customers never actually use?

Accepted Answer

Focus on value

Answer

'Focus on value' requires that all activities create value for stakeholders; unused outputs indicate a failure to apply this principle.

Question 3

A large IT department creates a 200-step approval workflow for a simple password reset. Which principle does this most violate?

Accepted Answer

Keep it simple and practical

Answer

'Keep it simple and practical' means eliminating unnecessary steps that add complexity without adding value.

Question 4

During a service improvement initiative, a team discovers siloed teams causing handoff failures. Which guiding principle should guide the remediation?

Accepted Answer

Think and work holistically

Answer

'Think and work holistically' promotes understanding how all parts of an organization interact to deliver value end-to-end.

Question 5

Which guiding principle specifically recommends that automation should only follow process optimization?

Accepted Answer

Optimize and automate

Answer

'Optimize and automate' states that processes should be optimized before automation to avoid embedding inefficiencies.

ITIL - Practitioner Practice Test

ITIL - Practitioner Practice Test

ITIL ITSM Guiding Principles 2