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
Which ITIL practice most directly applies the 'work holistically' principle by managing dependencies between services?
Answer: Service configuration management
Service configuration management maintains the CMDB, which maps relationships and dependencies between services, directly enabling holistic management.
A project manager implementing a new CRM system only briefs the sales team. Post-launch, finance and support teams are unprepared. Which holistic principle was missed?
Answer: Work holistically by considering all stakeholder impacts
Working holistically requires identifying and preparing all stakeholders affected by a change, not just the primary user group.
How does the 'work holistically' principle influence the way ITIL organizations handle continual improvement?
Answer: By evaluating improvement opportunities across all dimensions and their interdependencies
Holistic continual improvement looks across all four dimensions and their interdependencies to ensure improvements deliver lasting, system-wide value.
When a service transitions from development to operations, which 'work holistically' gap most commonly causes failure?
Answer: Lack of knowledge transfer and process handoff between teams
Holistic transitions require structured knowledge transfer across organizational boundaries; missing handoffs create support gaps that cause service failures.
A governance board approves a major technology upgrade based solely on vendor cost projections. Which holistic input was missing from this decision?
Answer: Impact assessment across people, processes, and partner integrations
Holistic governance decisions require assessing impact on all four dimensions — not just cost — to avoid unforeseen disruption.
In ITIL, 'working holistically' is closely tied to understanding value co-creation. What does this mean in practice?
Answer: Value emerges from the combined contributions of the provider, customer, and all supporting components
Value co-creation recognizes that value emerges from the interaction of the provider, customer, and all supporting components — a fundamentally holistic concept.
Which of the following is the BEST indicator that an organization is successfully applying the 'work holistically' principle?
Answer: Cross-functional teams regularly review end-to-end service performance and act on shared insights
Cross-functional review of end-to-end service performance with shared insights and coordinated action is the clearest sign of holistic working in practice.