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
Which statement best describes the relationship between the seven guiding principles?
Answer: Principles interact and should be considered together in context
ITIL guiding principles are not hierarchical; they interact and practitioners should consider all relevant principles together.
An organization automates its incident classification before reviewing whether the classification criteria are accurate. Which principle did they fail to follow?
Answer: Optimize and automate
'Optimize and automate' requires optimizing (verifying accuracy and efficiency) before automating to avoid encoding flawed logic.
A team is unsure whether to rebuild their CMDB from scratch or improve the existing one. Which guiding principle provides the most relevant guidance?
Answer: Start where you are
'Start where you are' advises assessing what already exists and building on it rather than discarding working components.
Which guiding principle is MOST associated with ensuring that service improvements deliver measurable business outcomes?
Answer: Focus on value
'Focus on value' requires that improvements be tied to measurable outcomes that matter to customers and stakeholders.
A service desk manager notices that agents are performing several manual data-entry steps that could be scripted. Before scripting, she reviews the steps for redundancy. Which principle guides this review?
Answer: Optimize and automate
'Optimize and automate' prescribes optimizing processes first — removing redundancies — before applying automation.
Which guiding principle is most relevant when an organization's IT and business teams fail to communicate change plans, leading to service disruptions?
Answer: Collaborate and promote visibility
'Collaborate and promote visibility' addresses the need for open communication and shared information across teams to prevent misalignment.
When implementing a new service management tool, a team pilots it with one department before rolling it out company-wide. Which principle best explains this approach?
Answer: Progress iteratively with feedback
'Progress iteratively with feedback' recommends small-scale pilots that provide feedback before broader deployment.