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ITSM Guiding Principles 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 ITSM Guiding Principles flashcards as text

  1. An organization wants to adopt ITIL but is concerned about disrupting existing processes that work well. Which guiding principle best addresses this concern?

    Answer: Start where you are

    'Start where you are' advises assessing current state and preserving what works rather than starting from scratch.

  2. Which guiding principle is most directly violated when a service team delivers outputs that customers never actually use?

    Answer: Focus on value

    'Focus on value' requires that all activities create value for stakeholders; unused outputs indicate a failure to apply this principle.

  3. A large IT department creates a 200-step approval workflow for a simple password reset. Which principle does this most violate?

    Answer: Keep it simple and practical

    'Keep it simple and practical' means eliminating unnecessary steps that add complexity without adding value.

  4. During a service improvement initiative, a team discovers siloed teams causing handoff failures. Which guiding principle should guide the remediation?

    Answer: Think and work holistically

    'Think and work holistically' promotes understanding how all parts of an organization interact to deliver value end-to-end.

  5. Which guiding principle specifically recommends that automation should only follow process optimization?

    Answer: Optimize and automate

    'Optimize and automate' states that processes should be optimized before automation to avoid embedding inefficiencies.

  6. A service manager shares real-time incident dashboards with both IT staff and business stakeholders. Which guiding principle does this exemplify?

    Answer: Collaborate and promote visibility

    'Collaborate and promote visibility' encourages transparent sharing of information to improve decision-making and trust.

  7. An ITIL Practitioner is designing a new change process. They decide to release a minimal version first and refine it based on user feedback. Which principle are they applying?

    Answer: Progress iteratively with feedback

    'Progress iteratively with feedback' advocates releasing incremental improvements and using feedback loops to guide each subsequent iteration.