2.2 Explain the Use of the Guiding Principles ITIL-4-FOUNDATION Practice Questions (Page 1)

Questions 1–5

1. 1foundation · easy

   What is the primary purpose of the ITIL guiding principles?

   • ATo define the specific roles and responsibilities for service management staff
   • BTo serve as a framework of universal recommendations that guide an organization's behavior and decision-making
   • CTo provide a prescriptive set of steps that must be followed for every service management activity
   • DTo replace the need for an organization's own policies and procedures
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2. 2foundation · easy

   In what way do the ITIL guiding principles interact with ITIL practices?

   • AThe guiding principles guide how practices are implemented and executed
   • BThe practices define the guiding principles
   • CThe guiding principles are only used when a practice is failing
   • DThe guiding principles provide a set of mandatory activities for each practice
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4. 3application · medium

   A service provider is implementing a new service catalog. The IT team has built the catalog based on their own assumptions about what users need. Early feedback shows users cannot find the services they want. Which guiding principle should have been applied from the start?

   • AStart where you are
   • BCollaborate and promote visibility
   • CKeep it simple and practical
   • DFocus on value
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5. 4foundation · easy

   An organization is deciding whether to build a new service management tool or buy an existing one. Which guiding principle is most directly applied when they choose to buy because it is faster and cheaper?

   • AProgress iteratively with feedback
   • BStart where you are
   • CCollaborate and promote visibility
   • DFocus on value
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6. 5foundation · easy

   A service desk team wants to improve its incident resolution process. They decide to first analyze the current process and then make small, incremental changes based on feedback. Which two guiding principles are they applying?

   • AFocus on value and keep it simple and practical
   • BCollaborate and promote visibility and think and work holistically
   • CStart where you are and progress iteratively with feedback
   • DOptimize and automate and focus on value
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