Applying 'Work Holistically' Principle Flashcards
7 cards from real ITIL practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Applying 'Work Holistically' Principle flashcards as text
An IT director focuses only on reducing IT costs but ignores the impact on service quality. Which principle is being violated?
Answer: Work holistically
Work holistically requires balancing all factors — cost, quality, risk, and experience — rather than optimizing a single dimension.
In the context of the 'work holistically' principle, what is the risk of managing individual IT components in silos?
Answer: Inability to see and manage interdependencies, leading to fragmented value delivery
Siloed management hides interdependencies, making it impossible to deliver consistent end-to-end value to customers.
Which of the following is an example of applying 'work holistically' during service design?
Answer: Ensuring technical architecture, support processes, and user training are designed together
Holistic service design integrates technical, operational, and human factors from the start rather than addressing them in isolation.
A company deploys a new ITSM tool but fails to update its processes or train staff. The tool underperforms. Which holistic dimension was underweighted?
Answer: Both B and C
Both the organizations and people dimension (training) and value streams and processes dimension (updated workflows) were neglected alongside the technology deployment.
How does the 'work holistically' principle relate to the ITIL guiding principle 'think and work end to end'?
Answer: Working holistically is a prerequisite for effective end-to-end thinking across the value chain
Thinking end to end is a practical expression of working holistically — both require understanding the entire system of value delivery.
A service owner notices that three separate teams each solve the same recurring problem independently. Which outcome of 'working holistically' would prevent this?
Answer: Shared visibility and coordinated problem management across teams
Working holistically creates shared visibility and enables coordinated responses, eliminating duplicated effort on the same underlying problems.
Which stakeholder group is most commonly overlooked when organizations fail to 'work holistically' on service improvements?
Answer: End users and customers
End users and customers are most often overlooked in siloed IT improvements, yet they are the ultimate recipients of service value.