Chapter 6. Guiding Principles

What guiding principle considers customer and user experience?

• Collaborate and promote visibility

• Focus on value

• Start where you are

• Keep it simple and practical

What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?

• Restricting information about the improvement to essential stakeholders only

• Increasing collaboration and visibility for the improvement

• Involving customers after all planning has been completed

• Engaging every stakeholder group in the same way, with the same communication

Which is a recommendation of the guiding principle 'think and work holistically'?

• Conduct a review of existing service management practices and decide what to keep and what to discard

• Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner

• Review service management practices and remove any unnecessary complexity

• Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

The use of _____ should support, not replace what is observed, when using the 'start where you are' guiding principle.

• measurement

• tools

• plans

• process

Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?

• Progress iteratively with feedback

• Focus on value

• Think and work holistically

• Keep it simple and practical

How should the seven guiding principles be combined when an organization is making a decision?

• By using all the guiding principles equally when making any decision.

• By using the one or two guiding principles that are most relevant to the specific decision

• By using the 'focus on value' principle and one to two others that are relevant to the specific decision

• Review each guiding principle to decide how relevant it is to the specific decision

In which TWO situations should the ITIL guiding principles be considered?

1 - In every initiative

2 - In relationships with all stakeholders

3 - Only in specific initiative where the principle is relevant

4 - Only in specific stakeholder relationships where the principle is relevant

• 1 and 2

• 2 and 3

• 3 and 4

• 1 and 4

An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?

• Collaborate and promote visibility

• Start where you are

• Focus on value

• Keep it simple and practical

Which guiding principle helps to ensure that better information is available for decision making?

• Keep it simple and practical

• Think and work holistically

• Optimize and automate

• Collaborate and promote visibility

Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

• Progress iteratively with feedback

• Keep it simple and practical

• Start where you are

• Focus on value