1) Which statement about ITIL guiding principles is correct?
a) They define the contract between partners and suppliers
b) The enable the appropriate adaptation of service management
c) They consist of combinations of activates and practices
d) They determine the activities required to meet and objective
2) Which guiding principle considers how the four dimensions of service management work together to create value?
a) Start where you are
b) Optimize and automate
c)Keep it simple and practical
d)Think and work holistically
3) In What Order should an organization optimize and automate activities?
a) Optimize first, then automate
b) Automate first then optimize
c) Do both at the same time
d) Each Organization should decide for itself
4) What is the starting point for optimization?
a) Securing stakeholder engagement
b) Understanding the vision and objectives of the organization
c)Determining where the most positive impact would be
d) Standardizing practices and services
5) Which guiding principle recommends that the service provider should begin by identifying the service consumer and other key stakeholders?
a) Focus on value
b) Start where you are
c) Progress iteratively with feedback
d)Keep it simple and practical
6)Which guiding principle recommends collecting data before deciding what can be re-used?
a) Focus on value
b) Start where you are
c) Progress iteratively with feedback
d)Keep it simple and practical
7) Which is considered by the guiding principle "focus on value"?
a) Cooperation between teams
b) Customer and user experience
c) Reductions in human error
d)End-to-End service visibility
8) How should ITIL guiding principles be used?
a) they should be updated to align with change in strategy
b) A single principle should be selected to support each initiative
c)They should replace other frameworks and standards
d)They should each be reviewed for every initiative
9) Which describes the "think and work holistically" guiding principle
a) Establish an understanding of what is truly of the service consumer
b) Identify what existing resources can be utilized to deliver the services
c)Establish how all the parts of the organization will work together to deliver the services
d) Involve the right people in the correct roles
10) Which describes the nature of the guiding principles?
a) Guiding principles can guide an organization in all circumstances
b) Each guiding principle mandates specific actions and decisions
c)An Organization will select and adopt only one of the seven guiding principles
d)Guiding principles describe the processes that all organizations must adopt
11) Which guiding principle recommends that the four dimensions of service management are considered?
a) Think and work holistically
b) Progress iteratively with feedback
c) Focus on value
d)Keep it simple and practical
12) Which guiding principle recommends using the technology only when it provides a clear benefit?
a) Progress iteratively with feedback
b) Optimize and automate
c) Keep it simple and practical
d) Start where you are
13) How does guiding principle "Start where you are" recommend that observation and measurement should be used?
a) Measurement should be the primary means of assessing current status, supported by observation
b) Measurement should be the single means of assessing current status
c)Observation should be the single means of assessing current status
a) Observation should be the primary means of assessing current status, supported by measurement
14) Which guiding principle promotes the re-evaluation of initiatives to accommodate any changes in circumstances?
a) Progress iteratively with feedback
b) Optimize and automate
c)Think and work holistically
d)Start where you are
15) Which statement about the guiding principle "collaborate and promote visibility" is correct?
a) Limiting the number of people who are informed will help reduce the resistance to change
b) Stakeholders involved in an improvement initiative do not include service consumers
c)Consensus should be gained from everyone involved before starting an initiative
d)When stakeholders have poor visibility of improvement work, they may think it has low priority
16) What is the term for using the output of an activity as a new input?
a) Automation
b) Optimization
c)Feedback loop
d)Working holistically
17) Which guiding principle is primarily concerned with consumer's revenue and growth?
a) Progress iteratively with feedback
b) Optimize and automate
c) Keep it simple and practical
d) Focus on value
18)What should be done first when applying the "focus on the value" guiding principle
a) Identity the outcomes that the service facilitates
b) Identify all the suppliers and partners involved in the service
c)Determine who the service consumer is in each situation
d)Determine the cost of providing the service
19)Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover the waste?
a) Focus on value
b) Collaborate and promote visibility
c) Keep it simple and practical
d)Think and work holistically
20) What is a key consideration for the " Keep it simple and practical" guiding principle
a) Try to create a solution for every exception
b) Understand how each element contributes to value creation
c)Ignore the conflicting objectives of different stakeholders
d)Start with a complex solution, then simplify
21) Which guiding principle recommends carrying out an assessment to understand what can be reused?
a) Focus on value
b) Collaborate and promote visibility
c)Start where you are
d)Think and work holistically
22)Which guiding principle recommends organizing work into smaller , manageable sections that can be executed and completed in a timely manner?
a) Focus on value
b) Collaborate and promote visibility
c)Start where you are
d)Progress iteratively with feedback
23)Which guiding principle recommends eliminating a process, service or action
if it does not provide value or a useful outcome
a) Collaborate and promote visibility
b) Keep it simple and practical
c)Think and work holistically
d)Progress iteratively with feedback
24) which is intended to help an organization adopt and adapt ITIL guidance
a) The four dimensions of service management
b) The guiding principles
c) The service value chain
d)Practices
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