A large enterprise is standardizing its service management tooling. The IT department wants to implement a single, integrated tool to replace several legacy systems. The business units, however, have customized workflows in the legacy tools that they rely on. The program manager must decide how to proceed. Which approach best balances the 'Think and work holistically' and 'Start where you are' principles?

Keep the legacy systems in place and only use the new tool for new services.

Analyze the existing workflows in the legacy systems, then design the new tool's workflows to incorporate the valuable customizations where possible.

Implement the new tool immediately and force all business units to adopt the standard workflows.

Let each business unit decide independently whether to migrate to the new tool.

ITIL 4 Foundation

Domain 2Objective 1

2.1 Describe the Nature, Use and Interaction of the Guiding Principles ITIL-4-FOUNDATION Practice Questions (Page 4)

Part of the Understand how the ITIL guiding principles can help an organization adopt and adapt service management domain, which accounts for 15% of the ITIL-4-FOUNDATION exam. PeopleCert does not publish an official question count, but from its 60-minute exam (~25–40 total, ~4–6 in this domain), expect 2–3 from this objective — we provide 16 practice questions to prepare you well beyond it. (estimate)

16questions here

4free pages

3concepts

15%of the exam

Questions 16–16

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A large enterprise is standardizing its service management tooling. The IT department wants to implement a single, integrated tool to replace several legacy systems. The business units, however, have customized workflows in the legacy tools that they rely on. The program manager must decide how to proceed. Which approach best balances the 'Think and work holistically' and 'Start where you are' principles?
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2.1 Describe the Nature, Use and Interaction of the Guiding Principles ITIL-4-FOUNDATION Practice Questions (Page 4)

Questions 16–16

Keep studying — Understand how the ITIL guiding principles can help an organization adopt and adapt service management