ITIL-FREE Itil Practitioner 1 Flashcards
6 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 6 ITIL-FREE Itil Practitioner 1 flashcards as text
Which ITIL Practitioner guiding principle states that metrics should be used to support decision-making rather than to measure performance targets alone?
Answer: Measure by results
ITIL Practitioner's 'Measure by results' principle emphasizes using metrics to demonstrate progress toward outcomes and inform decisions, not merely to track activity or hit targets for their own sake.
In the ITIL Practitioner CSI approach, what is the purpose of the step 'Where are we now?'
Answer: To establish a baseline of the current situation for comparison
'Where are we now?' establishes a measurable baseline of current performance so that progress can be objectively assessed against it once improvement actions are taken.
Which ITIL Practitioner guiding principle encourages teams to collaborate across silos and consider the full system when making changes?
Answer: Work holistically
'Work holistically' recognizes that services and their improvements touch multiple teams, processes, and tools; changes made in isolation can create unintended consequences elsewhere in the system.
When applying the ITIL Practitioner communication principles, which factor is considered most important when deciding on the frequency of communications?
Answer: The needs and preferences of the target audience
ITIL Practitioner states that communication should be designed around the audience — their needs, preferences, and ability to absorb information — so frequency must match what recipients actually find useful.
According to ITIL Practitioner, what is the primary role of 'critical success factors' (CSFs) in a CSI initiative?
Answer: They define the conditions that must be met for the improvement to be considered successful
CSFs describe the essential conditions or outcomes that must be achieved for an improvement to be judged a success, giving teams a clear target against which progress is measured.
Which ITIL Practitioner guiding principle advises practitioners to avoid over-engineering solutions and to remove steps or processes that do not add value?
Answer: Keep it simple
'Keep it simple' directs practitioners to evaluate every element of a process or solution and eliminate anything that does not contribute to delivering value, preventing unnecessary complexity.