ITIL 4 Guiding Principles Study Set | Definitions & Key Terms

Which describes the nature of the guiding principles?

a) A guiding principle is mandatory and must be used when adopting a new service within the organization

b) A guiding principle is specific and only applies to one initiative within the organization

c) An organization must implement the guiding principles exactly as defined by the ITIL 4 Foundation manual

d) A guiding principle is a recommendation used as guidance in all circumstances

D

Which describes the nature of the guiding principles?

A. Guiding principles can guide an organization in all circumstances

B. Each guiding principle mandates specific actions and decisions

C. An organization will select and adopt only one of the seven guiding principles

D. Guiding principles describe the processes that all organizations must adopt

A

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

A. Focus on value

B. Start where you are

C. Progress iteratively with feedback

D. Collaborate and promote visibility

C. Correct. The description of the 'progress iteratively with feedback' guiding principle says "by organizing work into smaller, manageable sections that can be executed and completed in a timely manner, the focus on each effort will be sharper and easier to maintain." Ref 4.3.3

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

A. Try to create a solution for every exception

B. Understand how each element contributes to value creation

C. Ignore the conflicting objectives of different stakeholders

D. Start with a complex solution, then simplify

B. Understand how each element contributes to value creation

What should be done first when applying the 'focus on value' guiding principle?

A. Identify the outcomes that the service facilitates

B. Identify all suppliers and partners involved in the service

C. Determine who the service consumer is in each situation

D. Determine the cost of providing the service

C. Correct. "The first step in focusing on value is knowing who is being served. In each situation the service provider must, therefore, determine who the service consumer is". Ref 4.3.1.1

Which guiding principle recommends that the four dimensions of service management are considered?

A. Think and work holistically

B. Progress iteratively with feedback

C. Focus on value

D. Keep it simple and practical

A. Correct. The 'think and work holistically' guiding principle advises that all aspects of an organization are considered when providing value in the form of services. This includes all four dimensions of service management (organizations and people; information and technology; partners and suppliers; value streams and processes). "Services are delivered to internal and external service consumers through the coordination and integration of the four dimensions of service management." Ref 4.3.5

Which guiding principle recommends collecting data before deciding what can be re-used?

A. Focus on value

B. Start where you are

C. Keep it simple and practical

D. Progress iteratively with feedback

B. Correct. The 'start where you are' guiding principle recommends that "Services and methods already in place should be measured and/or observed directly to properly understand their current state and what can be reused from them... Getting data from the source helps to avoid assumptions which, if proven to be unfounded, can be disastrous to timelines, budgets and the quality of results." Ref 4.3.2

Which guiding principle is most affected by the customer experience (CX)?

a) Progress iteratively with feedback

b) Focus on value

c) Think and work holistically

d) Start where you are

b) Focus on value

Dion Training Solutions wants to build a new service to automatically fulfill exam voucher orders for students. Currently, exam vouchers are fulfilled manually by a staff member once the order is received from the student by copying and pasting the voucher number from aspreadsheet into an email template and sending out the email to the students. Before attempting to automate this fulfillment process, the team lead takes an inventory of thecurrent services, processes, and procedures that are being used by the voucher fulfillment team to see if they might be able to be reused. What guiding principle best describes this scenario?

A. Focus on value

B. Start where you are

C. Progress iteratively with feedback

D. Collaborate and promote visibility

B

Dion Training Solutions has decided to create an online course for the ITIL 4 Foundation exam. The company developed their curriculum and then invited 50 students to participate in live training to determine if the training was effective. During the training, some students didn't understand the concept of the service value chain, so the instructor rewrote that portion of the curriculum. Which guiding principle is being demonstrated by this approach to curriculum development?

a) Focus on value

b) Collaborate and promote visibility

c) Optimize and automate

d) Progress iteratively with feedback

d) Progress iteratively with feedback

You are working to design a new service for internal use across your organization. As part of your design efforts, you form a small team with relevant stakeholders from the human resources, information technology, sales, and other relevant departments to ensure the service adequately meets each department's needs and hope this results in great acceptance of theservice when delivered. Which guiding principle best describes this scenario?

a) Focus on value

b) Collaborate and promote visibility

c) Start where you are

d) Keep it simple and practical

b) Collaborate and promote visibility

John is currently working to create a new service that would allow a customer to purchase a digital product online and have it delivered to the user's inbox. John is responsible for the payment portion of this service, but Sally is responsible for the digital product fulfillment portion of the service. Which of the following should John do in order to follow the principle of 'think and work holistically'?

a) John should optimize his code to ensure it runs efficiently

b) John should meet with Sally to determine how the digital product fulfillment will occur

c) John should wait until Sally's portion is complete before beginning his to ensure they work together properly

d) John should tell Sally to wait until his portion is done before starting hers to ensure compatibility

b) John should meet with Sally to determine how the digital product fulfillment will occur

What is the starting point for optimization?

A. Securing stakeholder engagement

B. Understanding the vision and objectives of the organization

C. Determining where the most positive impact would be

D. Standardizing practices and services

B. Correct. The first step of the principle 'optimize and automate' is: "Understand and agree the context in which the proposed optimization exists. This includes agreeing the overall vision and objectives of the organization." Ref 4.3.7.1

Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?

A. Focus on value

B. Collaborate and promote visibility

C. Think and work holistically

D. Keep it simple and practical

B. Correct. 'Collaborate and promote' visibility states "Insufficient visibility of work leads to poor decision-making, which in turn impacts the organization's ability to improve internal capabilities. It will then become difficult to drive improvements as it will not be clear which ones are likely to have the greatest positive impact on results. To avoid this, the organization needs to perform such critical analysis activities as: understanding the flow of work in progress; identifying bottlenecks, as well as excess capacity; and uncovering waste".

Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?

A. Optimize and automate

B. Start where you are

C. Focus on value

D. Progress iteratively with feedback

D. Correct. 'Progress iteratively with feedback' recommends comprehending "the whole, but do something: Sometimes the greatest enemy to progressing iteratively is the desire to understand and account for everything. This can lead to what has sometimes been called 'analysis paralysis', in which so much time is spent analyzing the situation that nothing ever gets done about it."

Which is intended to help an organization adopt and adapt ITIL guidance?

A. The four dimensions of service management

B. The guiding principles

C. The service value chain

D. Practices

B. Correct. The guiding principles can "guide organizations in their work as they adopt a service management approach and adapt ITIL guidance to their own specific needs and circumstances."

Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?

A. Keep it simple and practical

B. Optimize and automate

C. Progress iteratively with feedback

D. Focus on value

D. Correct. "This section is mostly focused on the creation of value for service consumers... This value may come in various forms, such as revenue, customer loyalty, lower cost, or growth opportunities." Ref 4.3.1

system, process, departments, within organization that operate in isolation.

which principle seeks to break down silos

what about focusing on working in an integrated way?

what about focuses on simplifying the complex work methods?

Focus on value

Start where you are

Progress iteratively with feedback

Collaborate and promote visibility

Think and work holistically

Keep it simple and practical

Optimize and automate

silos

collaborate and promote visibility

think and work holistically

keep it simple and practical

_____ helps organizations to maximize the value of work.

optimization

Optimize and Automate focuses on optimizing the work carried out by which resources?

human and technical resources

Organizations should consider the following aspects when they are planning to optimize the value of work through automation?

Finding....

Using.....

the right path of optimization

automation

This is the process of using technology to maximise the value of work with minimal human intervention

Automation

The guiding principle 'Start Where You Are' suggests use ofwhich of these activities?

a) Observe directly

b) Iterative action

c) Project management

d) Improvement implementation

a) Observe directly

Understanding customer experience and user experience should actively be managed. This is an element of which guiding principle?

a) Focus on value

b) Start where you are

c) Think and work holistically

d) Collaborate and promote visibility

a) Focus on value

Understanding the minimum viable product of each iteration when doing agile development is an application of which guiding principle?

a) Promote visibility

b) Think and work holistically

c) Progress iteratively with feedback

d) Keep it simple and practical

c) Progress iteratively with feedback