Module 2: Guiding Principles

Question 1

A recommendation that guides an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.

Hint: Helps us make better decisions | It’s universal and enduring

Answer 1

ITIL Guiding Principles

Question 2

What are the 7 Guiding Principles?

Answer 2

1. Focus on Value
2. Start Where You Are
3. Progress Iteratively with Feedback
4. Collaborate and Promote Visibility
5. Think and Work Holistically
6. Keep it Simple and Practical
7. Optimize and Automate

Question 3

Which Guiding Principle does this describe: Everything the organization does needs to map, directly or indirectly, to value for the stakeholders.

Answer 3

Focus on Value

Question 4

What’s the first thing ITIL says we should do?

Answer 4

Understand and identify the service consumer

Question 5

Which Guiding Principle does this describe: Do not start from scratch and build something new without considering what is already available to be leveraged.

Answer 5

Start Where You Are

Question 6

Which Guiding Principle does this describe: Working in a time boxed, iterative manner with feedback loops embedded into the process allows for greater flexibility, faster responses to customer and business needs, the ability to discover and respond to failure earlier, and an overall improvement in quality.

Answer 6

Progress Iteratively with Feedback

Question 7

Definition: A situation where part of the output of an activity is used for new input.

Answer 7

Feedback Loop

Question 8

How often should you seek feedback?

Answer 8

Before, throughout, and after each iteration

Question 8

Which Guiding Principle does this describe: Working together across boundaries produces results that have greater buy-in, more relevance to objectives, and increased likelihood of long-term success.

Answer 8

Collaborate & Promote Visibility

Question 9

Definition: Anyone who has a stake in the activities of the organization

Answer 9

Stakeholder

Question 9

Which Guiding Principle do these key terms align with:

1. Understand the flow of work
2. Identify bottlenecks and excess capacity
3. Uncover waste

Answer 9

Collaborate & Promote Visibility

Question 10

Which Guiding Principle does this describe:
No service, practice, department, or supplier stands alone. The outputs the organization delivers to itself, customers, and other stakeholders will suffer unless it works in an integrated way to handle its activities as a whole, rather than separate parts.

Answer 10

Think & Work Holistically

Question 11

Which guiding principle is primarily concerned with end-to-end service delivery?

Answer 11

Think & Work Holistically

Question 12

What ensures coordination of all aspects of an improvement initiative?

Answer 12

The Four Dimensions of service management

Question 13

The Four Dimensions applies what kind of thinking?

Answer 13

Systems thinking

Question 14

How can Think & Work Holistically be successfully applied?

Answer 14

1. Recognize the complexity of the systems
2. Collaboration is key
3. Where possible look for patterns of interactions between system elements
4. Automation can facilitate working holistically

Question 15

Which Guiding Principle does this describe: In a process or procedure, use the minimum number of steps necessary to accomplish the objective(s).

Answer 15

Keep it Simple & Practical

Question 16

Outcome-based thinking aligns to which Guiding Principle?

Answer 16

Keep it Simple & Practical

Question 17

Which Guiding Principle do these key phrases align to?

1. Simplicity is the ultimate sophistication
2. Do fewer things, but do them better

Answer 17

Keep it Simple & Practical

Question 18

Which Guiding Principle is described below?

Resources of all types, particularly people, should be used to their best effect.

Eliminate anything that is truly wasteful and use technology to achieve whatever it is capable of.

Human intervention should only happen where it really contributes value.

Answer 18

Optimize & Automate

Question 19

Which key term describes “process improvement?”

Answer 19

Optimize

Question 20

This describes which key term?

Using technology to save human time so they can focus on higher value.

Answer 20

Automate

Question 21

What does ITIL say should be done first when applying “Optimize & Automate?”

Answer 21

Understand and agree to the context for the optimization

Question 22

Which guiding principle should be considered when making a decision, prioritizing work, reviewing improvement opportunities and/or resolving a conflict?

Answer 22

All of them

Question 23

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

Answer 23

Think and work holistically

Question 24

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

Answer 24

Start where you are

Question 25

Which describes the nature of the guiding principles?

Answer 25

Guiding principles can guide an organization in all circumstances

Question 26

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

Answer 26

Progress iteratively with feedback

Question 27

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

Answer 27

Understand how each element contributes to value creation

Question 28

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

Answer 28

Determine who the service consumer is in each situation