MN-3519-Week5-GuidingPrinciplesQuiz

Which of these statements is correct about the guiding principles?

• The principles are reflected in many other frameworks

• The principles are taken from one external body of knowledge

• The principles are unique to ITIL 4

• The principles cannot be used with any other frameworks

The current state should be investigated and observed directly to make sure it is fully understood’, is an example of which guiding principle?

• Optimize and automate

• Start where you are

• Keep it simple and practical

• Progress iteratively with feedback

‘No service, or element used to provide a service, stands alone’, is an example of which guiding principle?

• 
• 
• 
• 

‘Resources of all types, particularly human resources, should be used to their best effect’, is an example of which guiding principle?

• 
• 
• 
• 

Complete the following sentence:

Knowing how Service Consumers use each service is an important application of the __________ principle.

What is the first step of the guiding principle 'focus on value'? 

• Identify the outcomes that the service facilitates

• Identify all suppliers and partners that are involved in the service

• Determine who the service consumer is in each situation

• Determine the cost of providing the service

Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner? 

• Focus on value

• Start where you are

• Progress iteratively with feedback

• Collaborate and promote visibility

Which describes the nature of the guiding principles? 

• A guiding principle can guide an organization in all circumstances

• Each guiding principle mandates specific actions and decisions

• An organization will select one of the principles to adopt 

• Guiding principles describe the processes that all organizations must adopt

Which describes the principle 'think and work holistically'? 

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

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

• Reviewing service management practices and removing any unnecessary complexity

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

Which is a key consideration for the guiding principle 'keep it simple and practical'? 

• Try to create a solution for every exception

• Understand how each element contributes to value creation

• Ignore conflicting objectives of different stakeholders

• Start with a complex solution, then simplify