ITIL FREE ITIL Practitioner ITSM Guiding Principles Questions and Answers 3

Question 1

Which ITIL guiding principle would BEST support a decision to reuse an existing monitoring tool rather than purchasing a new one?

Accepted Answer

Start where you are

Answer

Focus on value

Answer

Progress iteratively with feedback

Answer

Optimize and automate

Question 2

A project manager receives negative feedback after the first iteration of a service improvement. According to ITIL guiding principles, what should they do?

Accepted Answer

Use the feedback to adjust the approach in the next iteration

Answer

Abandon the initiative and start a different project

Answer

Ignore the feedback and continue with the original plan

Answer

Escalate the feedback as a formal complaint

Question 3

Which scenario BEST demonstrates the 'Keep it simple and practical' guiding principle?

Accepted Answer

Using a single streamlined form for standard service requests

Answer

Implementing a 15-step approval process for minor changes

Answer

Adding extra reporting layers to capture all possible data

Answer

Requiring all stakeholders to attend every review meeting

Question 4

How should the 'Collaborate and promote visibility' principle influence incident management?

Accepted Answer

Incident status and progress should be shared transparently with affected stakeholders

Answer

Incidents should be resolved privately to avoid alarming users

Answer

Only the service desk should have access to incident data

Answer

Collaboration should be limited to senior management only

Question 5

An IT department optimizes its change management process but sees no improvement in service delivery. Which guiding principle did they likely neglect?

Accepted Answer

Think and work holistically

Answer

Keep it simple and practical

Answer

Start where you are

Answer

Optimize and automate

Question 6

According to the 'Focus on value' guiding principle, who ultimately defines what constitutes value?

Accepted Answer

The service consumer

Answer

The IT service provider

Answer

The process owner

Answer

The change advisory board