| 1. Which is a key consideration for the guiding principle 'keep it simple and practical'? |
| A. Try to create a solution for every exception. B. Start with a complex solution, then simplify. C. Understand how each element contributes to value creation. D. Ignore the conflicting objectives of different stakeholders. |
| B |
| 2. Which is the CORRECT approach for managing a large improvement initiative as smaller iterations? |
| A. Each iteration should be designed before starting the initiative and implemented without feedback. B. Feedback should only be taken into account when one iteration fails to meet its objective. C. Feedback should be reduced for large improvements as it is unlikely that circumstances will change. D. Each iteration should be continually re-evaluated based on feedback. |
| D |
| 3. How should automation be implemented? |
| A. By initially concentrating on the most complex tasks. B. By optimizing as much as possible first. C. By replacing human intervention wherever possible. D. By replacing the existing tools first.. |
| C |
| 4. What is the starting point for optimization? |
| A. Standardizing practices and services. B. Determining where the most positive impact would be. C. Securing stakeholder engagement. D. Understanding the vision and objectives of the organization. |
| D |
| 5. The use of [?] should support, not replace what is observed, when using the 'start where you are1 guiding principle. |
| A. Plans. B. Measurement. C. Process. D. Tools. |
| B |
| 6. Which guiding principle recommends using the minimum number of steps necessary to achieve an objective? |
| A. Progress iteratively with feedback. B. Think and work holistically. C. Keep it simple and practical. D. Focus on value. |
| C |
| 7. Which guiding principle recommends coordinating all dimensions of service management? |
| A. Start where you are. B. Think and work holistically. C. Keep it simple and practical. D. Progress iteratively with feedback. |
| B |
| 8. What are the ITIL guiding principles used for? |
| A. To help an organization make good decisions. B. To direct and control an organization. C. To identify activities that an organization must perform in order to deliver a valuable service. D. To ensure that an organization's performance continually meets stakeholders' expectations. |
| A |
| 9. Which guiding principle is PRIMARILY concerned with end-to-end service delivery? |
| A. Focus on value. B. Think and work holistically. C. Optimize and automate. D. Collaborate and promote visibility. |
| B |
| 10. Which guiding principle considers the importance of customer loyalty? |
| A. Progress iteratively with feedback. B. Focus on value. C. Optimize and automate. D. Start where you are. |
| B |
| 11. How should the seven guiding principles be combined when an organization is making a decision? |
| A. By using all the guiding principles equally when making any decision. B. By using the one or two guiding principles that are most relevant to the specific decision. C. By using the 'focus on value' principle and one or two others that are relevant to the specific decision. D. Review each guiding principle to decide how relevant it is to the specific decision. |
| D |
| 12. What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'? |
| A. Restricting information about the improvement to essential stakeholders only. B. Increasing collaboration and visibility for the improvement. C. Involving customers after all planning has been completed. D. Engaging every stakeholder group in the same way, with the same communication. |
| C |
| 13. What is recommended by the guiding principle 'progress iteratively with feedback'? |
| A. A current state assessment that is carried out at the start of an improvement initiative. B. The identification of all interested parts at the start of an improvement initiative. C. An improvement initiative that is broken into a number of manageable sections. D. An assessment of how all the parts of an organization will affect an improvement initiative. |
| C |
| 14. Which guiding principle considers customer and user experience? |
| A. Collaborate and promote visibility. B. Focus on value. C. Start where you are. D. Keep it simple and practical. |
| B |
| 15. Which is a result of applying the guiding principle 'progress iteratively with feedback'? |
| A.The ability to discover and respond to failure earlier. B. Standardization of practices and services. C. Understanding the customer's perception of value. D. Understanding the current state and identifying what can be reused. |
| A |
| 16. What are guiding principles? |
| A. A set of interconnected activities that help an organization deliver a valuable service. B. A description of one or more services that help address the needs of a target consumer group. C. A set of specialized organizational capabilities for enabling value for customers. D. Recommendations that help an organization when adopting a service management approach. |
| D |
| 17. An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate? |
| A. Collaborate and promote visibility. B. Start where you are. C. Focus on value. D. Keep it simple and practical. |
| A |
| 18. Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'? |
| A. Only add controls and metrics when they are needed. B. Design controls and metrics first, then remove those not adding value. C. Design controls and metrics and add them individually until all are implemented. D. Only add controls and metrics that are required for compliance. |
| B |
| 19. Which is a recommendation of the guiding principle 'think and work holistically'? |
| A. Conduct a review of existing service management practices and decide what to keep and what to discard. B. Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner. C. Review service management practices and remove any unnecessary complexity. D. Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative. |
| D |
| 20. Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT? |
| A. It should always be used to support direct observation. B. It should always be used instead of direct observation. C. Measured data is always more accurate than direct observation. D. The act of measuring always positively impacts results. |
| A |
| 21. What must always be done before an activity is automated? |
| A. Check that the activity has already been optimized. B. Check that suitable new technology has been purchased. C. Ensure that DevOps has been successfully implemented. D. Ensure the solution removes the need for human intervention. |
| A |
| 22. Which guiding principle helps to ensure that better information is available for decision making? |
| A. Keep it simple and practical. B. Think and work holistically. C. Optimize and automate. D. Collaborate and promote visibility. |
| D |
| 23. Which guiding principle recommends standardizing and streamlining manual tasks? |
| A. Optimize and automate. B. Collaborate and promote visibility. C. Focus on value. D. Think and work holistically. |
| A |
| 24. Which guiding principle recommends eliminating activities that do not contribute to the creation of value? |
| A. Start where you are. B. Collaborate and promote visibility. C. Keep it simple and practical. D. Optimize and automate. |
| C |
| 25. What is a recommendation of the 'focus on value' guiding principle? |
| A. Make 'focus on value' a responsibility of the management. B. Focus on the value of new and significant projects first. C. Focus on value for the service provider first. D. Focus on value at every step of the improvement. |
| D |
| 26. Which ITIL guiding principle recommends using existing services, processes and tools when improving services? |
| A. Progress iteratively with feedback. B. Keep is simple and practical. C. Start where you are. D. Focus on value. |
| C |
| 27. Which guiding principle focuses on reducing costs and human errors? |
| A. Focus on value. B. Collaborate and promote visibility. C. Optimize and automate. D. Think and work holistically. |
| C |
| 28. Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain? |
| A. Start where you are. B. Collaborate and promote visibility. C. Think and work holistically. D. Progress iteratively with feedback. |
| D |
| 29. Which guiding principle says that services and processes should NOT provide a solution for every exception? |
| A. Optimize and automate. B. Think and work holistically. C. Collaborate and promote visibility. D. Keep it simple and practical. |
| D |
| 30. When an organization has decided to improve a service, it should start by considering [?]. |
| A. Revised processes. B. Additional measurements. C. New methods. D. Existing information. |
| D |
| 31. Which guiding principle considers how the steps of a process can be performed as efficiently as possible? |
| A. Optimize and automate. B. Think and work holistically. C. Start where you are. D. Focus on value. |
| A |
| 32. Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation? |
| A. Keep it simple and practical. B. Think and work holistically. C. Collaborate and promote visibility. D. Progress iteratively with feedback. |
| A |