ITIL ITIL Practitioner Applying ITSM Guiding Principles Questions and Answers 2

Question 1

A service provider is struggling with slow incident resolution times. Which guiding principle should they apply FIRST to understand the current state before making changes?

Accepted Answer

Start where you are

Answer

Start where you are emphasizes assessing the current situation and existing capabilities before planning improvements.

Question 2

An IT manager wants to implement all nine guiding principles simultaneously across the organization. What is the BEST advice?

Accepted Answer

Apply principles selectively based on the specific situation

Answer

Guiding principles should be applied based on relevance to the specific situation rather than forcing all principles at once.

Question 3

Which guiding principle is MOST relevant when determining whether a new ITSM tool feature will benefit end users?

Accepted Answer

Focus on value

Answer

Focus on value ensures that every activity and decision maps back to delivering value to stakeholders and customers.

Question 4

A change advisory board is reviewing a proposed process improvement but lacks input from the service desk team. Which guiding principle is being NEGLECTED?

Accepted Answer

Collaborate and promote visibility

Answer

Collaborate and promote visibility requires involving all relevant stakeholders to ensure decisions benefit from diverse perspectives.

Question 5

An organization plans a major ITSM transformation but wants to reduce risk. Which approach BEST reflects the principle of 'Progress iteratively with feedback'?

Accepted Answer

Break the transformation into smaller increments and evaluate results after each

Answer

Progressing iteratively means delivering in small, manageable increments and using feedback to guide subsequent steps.

ITIL - Practitioner Practice Test

ITIL - Practitioner Practice Test

ITIL ITIL Practitioner Applying ITSM Guiding Principles Questions and Answers 2