Question 1
Which statement about the use of measurement in the 'start where you are' guiding
principle is CORRECT?
It should always be used to support direct observation
It should always be used instead of direct observation
Measured data is always more accurate than direct observation
The act of measuring always positively impacts results
Ans:It should always be used to support direct observation
Question 2
What are guiding principles?
A set of interconnected activities that help an organization deliver a valuable
service
A description of one or more services that help address the needs of a target
consumer group
A set of specialized organizational capabilities for enabling value for customers
Ans:Recommendations that help an organization when adopting a service management
approach
Recommendations that help an organization when adopting a service management
approach
Question 3
Which guiding principle helps an organization to understand the impact of an
altered element on other elements in a system?
Focus on value
Start where you are
Think and work holistically
Keep it simple and practical
Ans:Think and work holistically
Question 4
Which guiding principle considers customer and user experience?
Collaborate and promote visibility
Focus on value
Start where you are
Keep it simple and practical
Ans:Focus on value
Question 5
Which is recommended as part of the 'progress iteratively with feedback' guiding
principle?
Prohibit changes to plans after they have been finalized
Analyse the whole situation in detail before taking any action
Reduce the number of steps that produce tangible results
Organize work into small manageable units
Ans:Organize work into small manageable units
Question 6
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
Ans:Collaborate and promote visibility
Question 7
What are the KEY stakeholder groups that service providers should cooperate with?
Suppliers
Customers
Relationship Managers
Developers
Ans:Customers
Question 8
Which guiding principle says that it is not usually necessary to build something
new?
Focus on value
Start where you are
Progress iteratively with feedback
Think and work holistically
Ans:Start where you are
Question 9
Which 'TIL concept helps an organization to make good decisions?
Four dimensions of service management
Guiding principles
Service value chain
Practices
Ans:Guiding principles
Question 10
When working on an improvement iteration, which concept helps to ensure that the
iteration activities remain appropriate in changing circumstances?
Minimum viable product
Feedback loop
Analysis paralysis
Direct observation
Ans:Feedback loop
Question 11
Which guiding principle considers which parts of an existing process should be kept
by identifring how they contribute to value creation?
Progress iteratively with feedback
Collaborate and promote visibility
Think and work holistically
Keep it simple and practical
Ans:Keep it simple and practical
Question 12
A good way to apply the ITIL guiding principle focus on value' is to:
Understand why services are used by service consumers
Understand the whole, but do something
Be aware of system complexity
Do less tasks but in a better way with higher quality
Ans:Understand why services are used by service consumers
Question 13
Which activity is NOT recommended by the 'start where you are' guiding principle?
Involving people who are not familiar with a service when observing and assessing
its activities
Applying risk management when considering to introduce new processes
Using source data to avoid any unintentional data distortion found in reports
Discarding existing processes before assessing their usefulness
Ans:Discarding existing processes before assessing their usefulness
Question 14
Which statement about the 'optimize and automate' guiding principle is CORRECT?
Activities should be automated before they are optimized
Automation is best applied to non-standard tasks
Technology eliminates the need for human intervention
Automation frees human resources for more complex activities
Ans:Automation frees human resources for more complex activities
Question 15
Identi%.' the missing word in the following sentence.
An organization which is undertaking an improvement initiative should [?] the
existing methods and services when building for the future.
Consider
re-use
Discard
Ans:re-use
Question 16
Which principle concentrates on service consumers?
Start where you are
Optimize and automate
Keep it simple
Focus on value
Improve
Ans:Focus on value
Question 17
Which is part of the 'focus on value' guiding principle?
Understanding what services help the service consumer
Reducing the number of steps in the customer experience
Assessing services to identify parts that can be reused
Identifying activities that can be achieved in smaller iterations
Ans:Understanding what services help the service consumer
Question 18
Which of the following guiding principles proposes the elimination of unnecessary
work?
Keep it simple and practical
Think and work holistically
Start where you are
Progress iteratively with feedback
Ans:Keep it simple and practical
Question 19
A good way to apply the 'TIL guiding principle keep it simple and practical' is
to :
Communicate so that the audience will hear
Re-use nothing from the current state
Adopt a practice which is easy to follow
Understand that fast does not mean incomplete
Ans:Adopt a practice which is easy to follow
Question 20
Which MOST helps an organization adapt ITIL concepts so that they apply to the
organization's specific circumstances?
Continual improvement
Service value chain
Practices
Guiding principles
Ans:Guiding principles
Question 21
Which benefit is MOST aligned with the guiding principle 'progress iteratively with
feedback'?
Service providers are able to respond more quickly to customer needs
Bottlenecks in the service provider's workflow are identified
The complexities of the service provider's IT systems are identified
The service provider gains a better understanding of the customer experience
Ans:Service providers are able to respond more quickly to customer needs
Question 22
Which guiding principle discourages 'silo activity'?
Focus on value
Start where you are
Collaborate and promote visibility
Keep it simple and practical
Ans:Collaborate and promote visibility
Question 23
Which TWO statements about the guiding principles are CORRECT?
1. The guiding principles support continual improvement
2. Each guiding principle applies to a selection ofthe available stakeholder groups
3. Organizations should decide which one of the guiding principles is relevant to
them
4. Organizations should consider how the guiding principles interact with each
other
1 and 2
2 and 3
3 and 4
1 and 4
Ans:1 and 4
Question 24
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
Ans:Use the four dimensions of service management to ensure coordination of all
aspects of an improvement initiative
