ITSM Guiding 4D SVS SVC Practice Other All

Guiding Principles

1. Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?
A. Focus on value
B. Progress iteratively with feedback
C. Collaborate and promote visibility
D. Optimize and automate
(386) B
2. Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?
A. Focus on value
B. Start where you are
C. Think and work holistically
D. Optimize and automate
(403) C
3. Which is a recommendation for applying the guiding principle 'keep it simple and practical'?
A. Communicate in a way the audience can hear
B. Sometimes nothing from the current state can be re-used
C. If a practice is easier to follow it is more likely to be adopted
D. Fast does not mean incomplete
(410) C
4. Which is a way of applying the guiding principle 'focus on value'?
A. Understanding how service consumers use services
B. Comprehending the whole, but doing something
C. Recognizing the complexity of systems
D. Doing fewer things, but doing them better
(414) A
5. Which of the following is NOT recommended by the guiding principle 'start where you are'?
A. Asking questions that appear to be stupid
B. Identifying what is available to be leveraged
C. Building something completely new
D. Collecting data directly from the source
(415) C
6. Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value to the organization or its customers.

Which guiding principle recommends that the unnecessary work should be eliminated?
A. Keep it simple and practical
B. Think and work holistically
C. Start where you are
D. Progress iteratively with feedback
(426) A
7. Which TWO of the following statements are MOST associated with the 'optimize and automate' guiding principle?
1. It is important to assess which method of communication is appropriate for each type of stakeholder.
2. Complex systems should be designed with an understanding of how the components' parts are related.
3. Organizations should consider whether technology could improve the efficiency of manual processes.
4. It is important to understand the organization's objectives when assessing the impact of potential improvements.
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
(443) B
8. Which is a key element of the 'think and work holistically' guiding principle?
A. Assessing which procedures can be re-used when improving a service
B. Understanding the methods applicable to complex systems
C. Eliminating metrics which do not contribute to achieving an objective
D. Using technology for standard tasks to give people time for complex activities
(450) B
9. Which activity is NOT recommended by the 'start where you are' guiding principle?
A. Involving people who are not familiar with a service when observing and assessing its activities
B. Applying risk management when considering to introduce new processes
C. Using source data to avoid any unintentional data distortion found in reports
D. Discarding existing processes before assessing their usefulness
(455) D