ITIL4F ITIL Guiding Principles Practice Question
An IT department is implementing a new service desk tool. They decide to automate password resets to reduce call volume. This is an example of which guiding principle?
⚠ Common exam trap
Watch out — candidates often confuse 'Optimise and automate' with 'Keep it simple and practical' because automation can reduce manual effort, but the question specifically highlights the act of automating a process, which directly maps to the 'Optimise and automate' principle, not simplicity.
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Optimise and automate
The guiding principle 'Optimise and automate' directly applies to using technology to streamline repetitive, manual tasks. Automating password resets reduces human intervention, minimizes errors, and frees up service desk resources, which is a core application of this principle in ITIL 4.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Focus on value
Why it's wrong here
The "Focus on value" guiding principle emphasizes that all activities performed by the organization should directly or indirectly contribute to the creation of value for stakeholders. While implementing a new service desk tool and automating tasks might ultimately deliver value, this principle primarily guides the *identification* and *prioritization* of work based on its potential value contribution, rather than prescribing the *method* of execution like automation itself. It ensures that the chosen solution genuinely addresses a need and provides a benefit, but doesn't specifically advocate for automation.
- ✗
Collaborate and promote visibility
Why it's wrong here
The "Collaborate and promote visibility" guiding principle advocates for working across boundaries, sharing information transparently, and involving relevant stakeholders in decision-making and problem-solving. While implementing a new service desk tool might benefit from collaboration and increased visibility regarding its rollout, this principle does not specifically address the act of automating a routine task. Its primary focus is on fostering teamwork and open communication to achieve better outcomes, not on the technical act of automation.
- ✓
Optimise and automate
Why this is correct
The "Optimise and automate" guiding principle directs organizations to make the best use of their human and technical resources by improving processes and automating tasks wherever possible and sensible. Automating a routine task within a new service desk tool directly aligns with this principle, as it aims to reduce manual effort, minimize errors, improve efficiency, and free up human resources for more complex, value-adding activities. This principle explicitly encourages continuous improvement through streamlining and technological enablement.
- ✗
Keep it simple and practical
Why it's wrong here
The "Keep it simple and practical" guiding principle encourages organizations to use the minimum number of steps or components necessary to achieve a desired outcome, avoiding overly complex solutions. While automating a task can sometimes simplify a process, this principle primarily focuses on avoiding unnecessary complexity and ensuring solutions are workable in the real world. It doesn't specifically advocate for automation as a method, but rather for pragmatic and straightforward approaches, which might or might not involve automation depending on the context.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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