ITIL ITIL Practitioner Applying ITSM Guiding Principles Questions and Answers 3

Question 1

A team automates a reporting task that was previously done manually but the reports now lack context that stakeholders need. Which guiding principle was overlooked?

Accepted Answer

Focus on value

Answer

Optimize and automate

Answer

Start where you are

Answer

Progress iteratively with feedback

Question 2

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

Accepted Answer

Creating a streamlined three-step escalation path that addresses 90% of incidents effectively

Answer

Designing an incident management process with 15 approval stages to cover every possible scenario

Answer

Removing all documentation to reduce administrative burden

Answer

Automating every task regardless of frequency or complexity

Question 3

An organization has a mature change management process but poor knowledge management. Applying 'Start where you are,' what should they do?

Accepted Answer

Assess the current knowledge management practices to identify what works before redesigning

Answer

Replace the change management process with a new framework

Answer

Implement a best-practice knowledge management framework immediately

Answer

Ignore knowledge management and focus on strengthening change management further

Question 4

How does 'Collaborate and promote visibility' help prevent shadow IT within an organization?

Accepted Answer

By creating open communication channels so business units can share needs and IT can respond with supported solutions

Answer

By restricting all technology purchases to the IT department

Answer

By implementing strict audit controls on all software installations

Answer

By eliminating the ability for non-IT staff to request new tools

Question 5

A service improvement initiative delivers a small enhancement every two weeks and adjusts priorities based on user feedback. Which TWO guiding principles does this BEST demonstrate?

Accepted Answer

Progress iteratively with feedback and Focus on value

Answer

Start where you are and Keep it simple and practical

Answer

Optimize and automate and Think and work holistically

Answer

Collaborate and promote visibility and Start where you are

Question 6

An ITIL Practitioner recommends automating password resets after confirming the manual process is well-understood and documented. Which guiding principle sequence does this follow?

Accepted Answer

Start where you are, then Optimize and automate

Answer

Focus on value, then Optimize and automate

Answer

Keep it simple and practical, then Collaborate and promote visibility

Answer

Think and work holistically, then Progress iteratively with feedback