Question 1

Which ITIL guiding principle recommends using existing services, processes and tools when improving

services?

Options :

A : Progress iteratively with feedback

B : Keep is simple and practical

C : Start where you are

D : Focus on value

Answer: C

Question 2

Which is a key element of the 'think and work holistically' guiding principle?

Options :

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

Answer: B

Question 3

What is defined as the practice of aligning an organization's practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services?

Options :

A : Service level management

B : Service request management

C : Continual improvement

D : Capacity and performance management

Answer: C

Question 4

Which skill is required by the 'service level management' practice?

Options :

A : Supplier management

B : Technical expertise

C : Event monitoring

D : Problem management

Answer: A

Question 5

Fill in the blank. According to the guiding principles, "Everything that the organization does needs to map, directly or indirectly, to [?] for the stakeholders.

Options :

A : Value

B : Outcomes

C : Outputs

D : Utility

Answer: A

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