ITIL4F ITIL Guiding Principles Practice Test 6 — 15 Questions

Question 1

An IT department is redesigning its change management process. The current process has many approval steps causing delays. According to the guiding principle 'Keep it simple and practical', what should they do?

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

Remove steps that do not add value. The guiding principle 'Keep it simple and practical' emphasizes eliminating unnecessary complexity. In change management, approval steps that do not add value (e.g., redundant sign-offs for low-risk changes) cause delays without improving quality. By removing such steps, the process becomes more efficient while still maintaining appropriate controls.

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Outsource the process to a vendor

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Add more approval steps to ensure quality

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Automate all approvals regardless of value

Question 2

Which TWO ITIL guiding principles are most closely related to the concept of 'customer value'?

Accepted Answer

Collaborate and promote visibility. 'Collaborate and promote visibility,' is correct because customer value is co-created through active collaboration between the service provider and the customer, ensuring that requirements, constraints, and expectations are transparent. Option E, 'Focus on value,' is directly tied to customer value as it mandates that every activity, decision, and metric must be aligned with delivering measurable outcomes that matter to the customer, not just internal operational targets.

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Progress iteratively with feedback

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Keep it simple and practical

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Optimize and automate

Question 3

Which TWO ITIL guiding principles are most directly related to reducing waste and inefficiency?

Accepted Answer

Optimize and automate. (Optimize and automate) is correct because this principle directly targets the elimination of non-value-adding activities and manual toil, which are the primary sources of waste and inefficiency in IT service management. By first optimizing a process to ensure it is as efficient as possible, and then automating it, organizations reduce human error, speed up delivery, and cut operational overhead. Option D (Keep it simple and practical) is also correct because complexity itself generates waste—unnecessary steps, documentation, and handoffs—so simplifying processes directly reduces inefficiency and resource consumption.

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Collaborate and promote visibility

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Progress iteratively with feedback

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Focus on value

Question 4

An organization's service design policy mandates that all new services must be designed from scratch, without reviewing or leveraging existing services or processes. Which ITIL guiding principle does this policy directly contradict?

Accepted Answer

Start where you are. The policy to design new services from scratch while ignoring existing services and processes directly contradicts the 'Start where you are' guiding principle. This principle emphasizes leveraging what already exists (current services, processes, and capabilities) as a foundation for improvement, rather than designing from scratch. By disregarding the current state, the organization wastes resources and risks losing valuable insights from existing operations.

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Focus on value

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Collaborate and promote visibility

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Optimize and automate

Question 5

Which TWO of the following are ITIL guiding principles?

Accepted Answer

Focus on value. 'Focus on value' is one of the seven ITIL 4 guiding principles. This principle emphasizes that all activities and decisions in service management should directly contribute to delivering value to stakeholders, aligning with the ITIL 4 framework's core objective of value co-creation.

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Continuous improvement

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Service level management

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DevOps

Question 6

Drag and drop the steps of the continual improvement model into the correct order.

Accepted Answer

What is the vision?, Where are we now?, Where do we want to be?, How do we get there?, Take action.. The continual improvement model starts with defining the vision, then assessing the current state, defining the target, planning the improvement, and finally taking action.

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Where are we now?, What is the vision?, Where do we want to be?, How do we get there?, Take action.

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What is the vision?, Where do we want to be?, Where are we now?, How do we get there?, Take action.

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What is the vision?, Where are we now?, How do we get there?, Where do we want to be?, Take action.

Question 7

Drag and drop the steps of the service request management process into the correct order.

Accepted Answer

Receipt, then Categorization, then Fulfillment, then Verification, then Closure. Service request management starts with receipt, then categorization, fulfillment, verification, and closure.

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Categorization, then Receipt, then Fulfillment, then Verification, then Closure

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Receipt, then Categorization, then Verification, then Fulfillment, then Closure

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Receipt, then Fulfillment, then Categorization, then Verification, then Closure

Question 8

Drag and drop the steps of the IT asset management process into the correct order.

Accepted Answer

Strategy, then Acquisition, then Tracking, then Maintenance, then Disposal. IT asset management starts with strategy, then acquisition, tracking, maintenance, and disposal.

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Strategy, then Maintenance, then Acquisition, then Tracking, then Disposal

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Strategy, then Acquisition, then Maintenance, then Tracking, then Disposal

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Tracking, then Strategy, then Acquisition, then Maintenance, then Disposal

Question 9

Match each ITIL 4 practice to its primary purpose.

Accepted Answer

Incident Management: To restore normal service operation as quickly as possible and minimize adverse impact on business operations.. The correct matches are: Incident Management restores service after incidents; Problem Management identifies root causes; Change Enablement controls changes; and Service Request Management handles user requests. Common confusions involve swapping Incident and Problem Management or mistaking Change Enablement for Incident Management.

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Incident Management: To reduce the likelihood and impact of incidents by identifying actual and potential causes and managing workarounds and known errors.

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Change Enablement: To restore normal service operation as quickly as possible and minimize adverse impact on business operations.

Question 10

A service provider is planning to implement a new IT service management tool. The project manager insists on a phased rollout with feedback after each phase. Which guiding principle is the project manager applying?

Accepted Answer

Progress iteratively with feedback. The project manager is applying the 'Progress iteratively with feedback' guiding principle by breaking the rollout into phases and incorporating feedback after each phase. This approach allows the service provider to validate each step, adjust based on real-world results, and reduce the risk of large-scale failure in the IT service management tool implementation.

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Think and work holistically

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Start where you are

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Focus on value

Question 11

Which ITIL guiding principle states that 'nothing should be done unless it adds value for the stakeholders'?

Accepted Answer

Focus on value. The 'Focus on value' guiding principle is correct because it explicitly states that every activity, process, or service should deliver measurable value to stakeholders, including customers and users. In ITIL 4, this principle ensures that all improvements and operations are aligned with business outcomes, preventing wasteful efforts that do not contribute to perceived or actual value.

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Optimise and automate

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Collaborate and promote visibility

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Keep it simple and practical

Question 12

A service provider is designing a new service. The design team creates a detailed process flow that includes many approval steps. A stakeholder suggests removing some approvals that don't add value. Which guiding principle is being applied?

Accepted Answer

Keep it simple and practical. The guiding principle 'Keep it simple and practical' (B) is applied because the stakeholder is advocating for removing unnecessary approval steps that add complexity without value. In ITIL 4, this principle emphasizes eliminating non-value-adding processes, approvals, or documentation to streamline service design and avoid bureaucratic overhead.

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Focus on value

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Collaborate and promote visibility

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Optimise and automate

Question 13

Which TWO of the following are ITIL 4 guiding principles?

Accepted Answer

Focus on value. The correct principles are 'Focus on value' and 'Optimise and automate'. 'Plan and implement' and 'Measure and improve' are not ITIL guiding principles.

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Measure and improve

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Manage and govern

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Plan and implement

Question 14

Which TWO statements about the 'Start where you are' guiding principle are CORRECT?

Accepted Answer

It involves assessing the current state before making changes. The 'Start where you are' guiding principle emphasizes assessing the current state of services, processes, and technologies before making improvements. This ensures that existing investments, capabilities, and data are understood, avoiding unnecessary rework and leveraging what already works.

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It suggests ignoring previous investments to avoid bias

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It recommends copying best practices from other organisations

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It requires starting from scratch for every new initiative

Question 15

A company is implementing a new ticketing system. The project team decides to use a large rollout after months of development, but later discovers many issues that could have been caught early. Which principle was NOT followed?

Accepted Answer

Progress iteratively with feedback. 'Progress iteratively with feedback' advises against big-bang approaches and encourages timeboxed iterations with continuous feedback. The team ignored this by not iterating.

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Focus on value

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Optimise and automate

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Keep it simple and practical