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CCNA Itil4 Guiding Principles Questions

75 of 108 questions · Page 1/2 · Itil4 Guiding Principles topic · Answers revealed

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1
MCQeasy

Which ITIL guiding principle states that 'it is important to start with a clear understanding of who the consumer is and what they value'?

A.Start where you are
B.Keep it simple and practical
C.Focus on value
D.Collaborate and promote visibility
AnswerC

Correct. This principle emphasizes understanding the consumer's perspective on value.

Why this answer

Option C is correct because the 'Focus on value' guiding principle in ITIL 4 explicitly states that everything the organization does must map directly to value for stakeholders, starting with a clear understanding of who the consumer is and what they value. This principle ensures that service design, delivery, and improvement are driven by outcomes that matter to the customer, not by internal processes or technology.

Exam trap

The trap here is that candidates confuse 'Focus on value' with 'Start where you are' because both involve initial assessment, but the former is exclusively about understanding the consumer’s definition of value, not about auditing existing assets.

How to eliminate wrong answers

Option A is wrong because 'Start where you are' focuses on leveraging existing processes and capabilities rather than re-inventing the wheel, not on understanding consumer value. Option B is wrong because 'Keep it simple and practical' emphasizes minimizing complexity and eliminating unnecessary steps, not on defining customer value. Option D is wrong because 'Collaborate and promote visibility' addresses cross-team communication and transparency, not the initial identification of consumer value.

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2
MCQmedium

A medium-sized e-commerce company uses a legacy on-premise ordering system. The system experiences intermittent slowdowns during peak hours, causing customer frustration. The IT team has been asked to improve performance. They have identified that the database queries are inefficient and that the system's architecture is tightly coupled. The team proposes three options: (1) Rewrite the entire system using microservices on the cloud, (2) Optimize the most critical database queries and add caching, or (3) Replace the entire database with a NoSQL solution. The company has limited budget and cannot afford long downtime. Which course of action best aligns with the ITIL guiding principles?

A.Rewrite the entire system using microservices on the cloud
B.Replace the entire database with a NoSQL solution
C.Do nothing and accept the performance issues
D.Optimize the most critical database queries and add caching
AnswerD

This is a practical, iterative improvement that leverages existing assets and minimizes risk.

Why this answer

Option D is correct because it aligns with the ITIL guiding principles of 'Start where you are' and 'Progress iteratively with feedback'. By optimizing the most critical database queries and adding caching, the company addresses the root cause of the performance issue (inefficient queries) with minimal cost and downtime, avoiding the high risk and expense of a full system rewrite or database replacement.

Exam trap

The trap here is that candidates may choose a 'modern' solution like microservices or NoSQL without considering the constraints of limited budget and downtime, forgetting that ITIL guiding principles prioritize incremental, value-focused improvements over wholesale architectural changes.

How to eliminate wrong answers

Option A is wrong because rewriting the entire system as microservices on the cloud violates the 'Start where you are' and 'Focus on value' principles, requiring significant budget and causing long downtime, which the company cannot afford. Option B is wrong because replacing the entire database with a NoSQL solution is a disruptive, high-cost change that does not directly address the identified inefficient queries and may introduce new compatibility issues, contradicting 'Progress iteratively with feedback'. Option C is wrong because doing nothing ignores the 'Focus on value' and 'Optimize and automate' principles, failing to resolve customer frustration and performance degradation.

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3
MCQhard

The IT operations team wants to automate the password reset process. However, the security team is concerned about potential risks. The teams decide to meet and share their perspectives openly. Which two guiding principles are being demonstrated?

A.Collaborate and promote visibility; Think and work holistically
B.Optimise and automate; Focus on value
C.Start where you are; Progress iteratively with feedback
D.Focus on value; Keep it simple and practical
AnswerA

Collaboration breaks silos, and holistic thinking considers overall impact.

Why this answer

'Collaborate and promote visibility' is shown by breaking silos and sharing information. 'Think and work holistically' is shown by considering the impact on security and the entire system.

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4
MCQhard

A service desk team is overwhelmed with incidents. A problem manager suggests implementing a chatbot to handle common user queries. Before doing so, the team reviews their current processes and discovers many steps that don't add value. Which ITIL 4 guiding principle is being applied FIRST?

A.Start where you are
B.Optimise and automate
C.Focus on value
D.Keep it simple and practical
AnswerB

The team is optimizing (removing non-value steps) before automating, which directly reflects this principle.

Why this answer

Optimise and automate emphasizes first optimizing processes by removing non-value-adding steps before automating. The team is reviewing and eliminating waste, which is the optimization step.

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5
MCQmedium

An IT service desk analyst receives a call that users cannot access the CRM system due to an error after recent upgrades. What should the analyst do FIRST according to ITIL 4?

A.Inform users that the issue is being investigated without logging a ticket
B.Raise a problem record to investigate the root cause of the error
C.Raise an incident record and attempt to restore service
D.Submit a change request to roll back the upgrades
AnswerC

Correct. An incident is an unplanned interruption; immediate action is to restore service.

Why this answer

Option C is correct because ITIL 4 defines an incident as an unplanned interruption to a service, and the analyst's first priority is to restore normal service operation as quickly as possible. Logging an incident record ensures the issue is tracked, prioritized, and escalated if needed, while attempting to restore service (e.g., by reverting a configuration or applying a workaround) aligns with the 'Focus on value' and 'Progress iteratively with feedback' guiding principles. This immediate action minimizes business impact before any root cause analysis or change management is initiated.

Exam trap

The trap here is that candidates confuse incident management with problem management or change management, incorrectly prioritizing root cause analysis (Option B) or immediate rollback (Option D) over the ITIL 4 mandate to first log and restore service, even when the cause seems obvious from the upgrade.

How to eliminate wrong answers

Option A is wrong because ITIL 4 requires all service disruptions to be logged as incidents to ensure accountability, tracking, and potential escalation; informing users without logging violates the 'Service value system' and 'Continual improvement' principles. Option B is wrong because a problem record is used for root cause analysis after an incident is logged and service is restored; raising a problem first delays restoration and violates the 'Optimize and automate' principle by skipping the immediate incident management process. Option D is wrong because submitting a change request to roll back upgrades is a corrective action that should only be considered after the incident is logged and assessed; it preempts the incident management process and may introduce unnecessary risk without proper evaluation.

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6
MCQmedium

An IT department often works in silos, leading to miscommunication. To address this, management starts sharing service performance data across all teams and holds joint planning sessions. Which two ITIL 4 guiding principles are being applied? (Select the option that best pairs them.)

A.Start where you are and Progress iteratively with feedback
B.Collaborate and promote visibility and Think and work holistically
C.Focus on value and Keep it simple and practical
D.Optimise and automate and Focus on value
AnswerB

Collaboration and visibility break silos; holistic thinking ensures awareness of interdependencies.

Why this answer

Collaborate and promote visibility directly addresses breaking silos and making information accessible. Think and work holistically is also relevant because it encourages understanding how changes in one area affect the whole. The other principles are less directly related.

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7
MCQmedium

An IT team is redesigning a service request process. They map the current process, identify pain points, and then build a new process that eliminates non-value-adding steps. Which ITIL guiding principle are they applying?

A.Start where you are
B.Keep it simple and practical
C.Progress iteratively with feedback
D.Focus on value
AnswerA

Correct. The team assesses the current process before redesigning, which is the essence of 'Start where you are'.

Why this answer

The team starts by mapping the current process and identifying pain points, which is the essence of the 'Start where you are' principle. This principle emphasizes measuring and observing the current state before designing improvements, ensuring that existing value and capabilities are not lost. By eliminating non-value-adding steps based on the current process analysis, they directly apply this principle rather than creating a new process from scratch.

Exam trap

The trap here is that candidates confuse 'Start where you are' with 'Keep it simple and practical' because both involve eliminating waste, but the key differentiator is the explicit mapping of the current process as the first step.

How to eliminate wrong answers

Option B is wrong because 'Keep it simple and practical' focuses on minimizing complexity and ensuring outcomes are achieved with the least number of steps, but it does not specifically require analyzing the current process first. Option C is wrong because 'Progress iteratively with feedback' emphasizes incremental improvements with regular feedback loops, but the scenario describes a single redesign effort based on current process mapping, not iterative cycles. Option D is wrong because 'Focus on value' prioritizes delivering outcomes that are valuable to stakeholders, but it does not inherently involve mapping the current process or eliminating non-value-adding steps as a starting point.

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8
Multi-Selectmedium

Which TWO of the following scenarios best illustrate the 'Think and work holistically' guiding principle?

Select 2 answers
A.The service desk solves incidents without documenting root causes.
B.The IT team focuses only on their own department's goals and ignores the needs of the business.
C.The service design team works with operations, security, and finance to ensure the service meets all requirements.
D.A change is made to the database server without considering how it affects the application layer.
E.When updating a service, the team considers the impact on all other services and stakeholders.
AnswersC, E

Cross-functional collaboration and considering all aspects is holistic.

Why this answer

'Think and work holistically' involves understanding how components interact and considering the whole service system. Changing a component without impact analysis ignores holistic thinking, while considering interdependencies embraces it.

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9
MCQmedium

A team is designing a new service. They ensure that they have regular feedback sessions with users after each release and plan their work in two-week sprints. Which ITIL 4 guiding principle is being applied?

A.Collaborate and promote visibility
B.Keep it simple and practical
C.Progress iteratively with feedback
D.Start where you are
AnswerC

This principle emphasizes iterative progress and feedback loops.

Why this answer

The team is applying the 'Progress iteratively with feedback' guiding principle. By organizing work into two-week sprints and holding regular feedback sessions after each release, they are breaking the service design into manageable iterations and using user feedback to guide subsequent improvements. This aligns with the ITIL 4 principle that emphasizes incremental delivery and continuous learning through feedback loops.

Exam trap

The trap here is that candidates may confuse 'Progress iteratively with feedback' with 'Collaborate and promote visibility' because both involve user interaction, but the key differentiator is the structured, time-boxed iteration (sprints) explicitly tied to feedback loops, not just general collaboration.

How to eliminate wrong answers

Option A is wrong because 'Collaborate and promote visibility' focuses on cross-team cooperation and transparency, not on the iterative cycle of sprints and feedback sessions. Option B is wrong because 'Keep it simple and practical' advocates for minimizing complexity and avoiding over-engineering, but the described sprint-based approach is about iterative progress, not simplicity. Option D is wrong because 'Start where you are' means leveraging existing processes and assets rather than building from scratch, but the scenario does not mention any assessment of current state or reuse of existing components.

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10
Multi-Selecthard

Which THREE of the following are differences between Utility and Warranty?

Select 3 answers
A.Warranty covers availability, capacity, and continuity
B.Utility can be described as 'fit for purpose'
C.Utility is what the service does; warranty is how it is delivered
D.Warranty ensures the service is fit for purpose
E.Utility is more important than warranty
AnswersA, B, C

Correct. Warranty includes these aspects of assurance.

Why this answer

Option A is correct because warranty in ITIL 4 is defined as the assurance that a service will meet agreed requirements, covering availability, capacity, and continuity. These are the specific dimensions that warranty guarantees, ensuring the service is reliable and sufficient in its delivery. Utility, by contrast, focuses on functionality and performance.

Exam trap

The trap here is that candidates often confuse 'fit for purpose' with warranty, thinking warranty ensures the service does what it is supposed to do, when in fact warranty ensures the service is delivered reliably and consistently.

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11
MCQhard

A service provider develops a new software feature that works flawlessly (output) but fails to increase user productivity (outcome). Which statement is correct?

A.The output is poor, but the outcome is good
B.The output is good, but the outcome is poor
C.Neither output nor outcome is satisfactory
D.Both output and outcome are satisfactory
AnswerB

Output is the feature; outcome is the benefit. The feature works but doesn't deliver the desired result.

Why this answer

In ITIL 4, an output is a tangible deliverable (e.g., a software feature), while an outcome is the actual result or value achieved for the business (e.g., increased user productivity). The question states the feature works flawlessly (good output) but fails to increase productivity (poor outcome). Therefore, option B is correct because it accurately distinguishes between a technically successful output and a failed business outcome.

Exam trap

The trap here is confusing technical perfection (output) with business value (outcome), leading candidates to assume a flawless feature automatically delivers good outcomes, which ITIL 4 explicitly separates.

How to eliminate wrong answers

Option A is wrong because it claims the output is poor when the feature works flawlessly, and the outcome is good when productivity did not increase. Option C is wrong because it states neither output nor outcome is satisfactory, but the output is explicitly described as flawless. Option D is wrong because it claims both are satisfactory, but the outcome (increased productivity) was not achieved.

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12
Multi-Selectmedium

Which TWO of the following are ITIL 4 guiding principles?

Select 3 answers
A.Focus on value
B.Standardize and centralize
C.Progress iteratively with feedback
D.Optimise and automate
E.Prioritize based on business impact
AnswersA, C, D

This is one of the seven ITIL 4 guiding principles.

Why this answer

The seven guiding principles are: Focus on value, Start where you are, Progress iteratively with feedback, Collaborate and promote visibility, Think and work holistically, Keep it simple and practical, Optimise and automate. 'Prioritize based on business impact' and 'Standardize and centralize' are not among them.

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13
MCQmedium

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?

A.Focus on value
B.Optimise and automate
C.Progress iteratively with feedback
D.Keep it simple and practical
AnswerC

The team used a big-bang approach instead of iterative releases with feedback loops.

Why this answer

'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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14
MCQeasy

Which ITIL 4 guiding principle emphasizes breaking down silos and making information visible to all relevant parties?

A.Think and work holistically
B.Collaborate and promote visibility
C.Keep it simple and practical
D.Focus on value
AnswerB

This principle is specifically about breaking silos and increasing transparency.

Why this answer

Collaborate and promote visibility directly addresses collaboration across teams and transparency of information.

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15
MCQeasy

Which ITIL 4 guiding principle recommends that you do not create unnecessary processes or documentation that do not add value?

A.Focus on value
B.Optimise and automate
C.Progress iteratively with feedback
D.Keep it simple and practical
AnswerD

This principle directly states: eliminate steps that do not add value; if in doubt, leave it out.

Why this answer

The 'Keep it simple and practical' guiding principle emphasizes minimizing complexity by only creating processes, documentation, or steps that directly contribute to value delivery. In ITIL 4, this means avoiding unnecessary overhead like excessive approval workflows or verbose runbooks that do not improve service outcomes. The correct answer is D because it directly addresses the removal of non-value-adding activities.

Exam trap

The trap here is that candidates confuse 'Focus on value' (which is about outcomes) with the specific directive to cut unnecessary complexity, leading them to pick A instead of D.

How to eliminate wrong answers

Option A is wrong because 'Focus on value' prioritizes delivering outcomes that customers perceive as valuable, but it does not specifically target the elimination of unnecessary processes or documentation. Option B is wrong because 'Optimise and automate' focuses on improving efficiency through technology and streamlining, but it assumes the process itself is already necessary and value-adding. Option C is wrong because 'Progress iteratively with feedback' advocates for incremental improvements and continuous learning, not the direct removal of non-value-adding artifacts.

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16
Matchingmedium

Match each ITIL 4 practice to its primary purpose.

Drag a concept onto its matching description — or click a concept then click the description.

Concepts
Matches

Restore normal service operation as quickly as possible

Prevent incidents and minimize impact of those that cannot be prevented

Ensure changes are assessed, approved, and implemented in a controlled manner

Handle pre-defined, user-initiated service requests

Provide a single point of contact for users and customers

Why these pairings

These practices are core to ITIL 4 and have distinct objectives.

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17
Multi-Selecteasy

Which THREE are ITIL 4 guiding principles?

Select 3 answers
A.Manage risk
B.Focus on value
C.Keep it simple and practical
D.Optimise and automate
E.Ensure security
AnswersB, C, D

Correct. This is one of the seven.

Why this answer

Focus on value is a core ITIL 4 guiding principle that ensures all activities, services, and improvements are directly linked to delivering value to stakeholders. It shifts the mindset from simply completing tasks to understanding and measuring the outcomes that matter to customers and users. This principle is foundational because it aligns service management with business goals and prevents wasted effort on non-value-adding activities.

Exam trap

The trap here is that candidates often confuse the ITIL 4 guiding principles with the ITIL practices or concepts, such as 'risk management' or 'security', because these are heavily emphasised in other parts of the syllabus, but they are not among the seven defined principles.

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18
MCQeasy

An IT team decides to reduce the number of steps in a change approval process to speed up delivery. Which guiding principle are they applying?

A.Progress iteratively with feedback
B.Optimise and automate
C.Start where you are
D.Keep it simple and practical
AnswerD

Reducing unnecessary steps aligns with keeping processes simple.

Why this answer

By reducing the number of steps in a change approval process, the team is eliminating unnecessary complexity and bureaucracy. This directly aligns with the 'Keep it simple and practical' guiding principle, which advocates for minimizing process overhead to achieve outcomes efficiently. The focus is on streamlining the workflow itself, not on automation or iterative feedback.

Exam trap

The trap here is that candidates often confuse 'reducing steps' with 'automation' (Option B), but the question explicitly states they are reducing the number of steps, not automating the existing ones, which is a key distinction in ITIL 4's guidance on simplification before automation.

How to eliminate wrong answers

Option A is wrong because 'Progress iteratively with feedback' focuses on delivering value in small increments and using feedback to adjust, not on simplifying an existing process by removing steps. Option B is wrong because 'Optimise and automate' would apply if the team were using technology to speed up the existing steps (e.g., automated approvals), but here they are removing steps entirely, which is simplification before optimization. Option C is wrong because 'Start where you are' means understanding the current state before making changes, but the question describes the action taken (reducing steps), not the initial assessment phase.

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19
Multi-Selectmedium

Which TWO of the following are true regarding the 'Optimise and automate' principle?

Select 2 answers
A.Automation can free up people for more complex tasks
B.Human intervention should be minimized where possible
C.Only technical activities should be automated
D.All manual steps should be automated immediately
E.Automation should be applied before optimization
AnswersA, B

Correct. Automation reduces routine work, allowing focus on higher-value tasks.

Why this answer

Option A is correct because automation, when applied after optimization, reduces manual effort for repetitive tasks, freeing people to focus on complex, value-adding activities like problem-solving and innovation. This aligns with the ITIL 4 guiding principle 'Optimise and automate,' which emphasizes that automation should be applied to optimized processes to maximize efficiency and human potential.

Exam trap

The trap here is that candidates often assume automation is always beneficial and should be applied immediately, but ITIL 4 stresses that optimization must precede automation to avoid amplifying existing inefficiencies.

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20
Multi-Selectmedium

Which TWO of the following scenarios best illustrate the 'Think and work holistically' principle?

Select 2 answers
A.Focusing only on incident resolution speed
B.Engaging all relevant departments when planning a new service
C.Optimizing a single process without considering other processes
D.Updating a database without assessing the impact on related applications
E.Identifying how a change in the network affects the entire service chain
AnswersB, E

Involving all stakeholders reflects a holistic view.

Why this answer

Holistic thinking considers the entire system and interconnections. Changing one component without considering impacts or optimizing a single element in isolation are not holistic. Considering end-to-end service and involving all departments are holistic approaches.

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21
MCQeasy

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?

A.Outsource the process to a vendor
B.Add more approval steps to ensure quality
C.Remove steps that do not add value
D.Automate all approvals regardless of value
AnswerC

Simplify by eliminating non-value-adding steps.

Why this answer

Option C is correct because 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.

Exam trap

The trap here is that candidates may confuse 'automation' with 'simplification,' assuming that automating all approvals (Option D) is inherently good, but ITIL4F stresses that automation should only be applied to value-adding steps, not to all steps indiscriminately.

How to eliminate wrong answers

Option A is wrong because outsourcing the process does not inherently simplify it; it may introduce new complexities like vendor management and contractual overhead, violating the principle of keeping things simple and practical. Option B is wrong because adding more approval steps directly contradicts the principle by increasing complexity and delays, which is the opposite of what the redesign aims to achieve. Option D is wrong because automating all approvals regardless of value can automate waste, locking in inefficiencies and potentially bypassing necessary human judgment for high-risk changes, which is not practical or simple.

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22
MCQmedium

A service improvement team is working on reducing incident resolution time. They decide to form a cross-functional team that includes developers, operations, and support staff. Which guiding principle are they applying?

A.Collaborate and promote visibility
B.Progress iteratively with feedback
C.Think and work holistically
D.Start where you are
AnswerA

Correct. Cross-functional teamwork is a key aspect of collaboration.

Why this answer

The cross-functional team including developers, operations, and support staff directly applies the 'Collaborate and promote visibility' guiding principle. By breaking down silos and sharing knowledge across roles, the team gains a complete view of the incident lifecycle, enabling faster root cause analysis and resolution. This principle emphasizes that collaboration and transparency are essential for effective service improvement, especially when reducing incident resolution time.

Exam trap

The trap here is that candidates confuse 'Think and work holistically' with cross-functional teamwork, but the holistic principle is about understanding the entire service system, whereas 'Collaborate and promote visibility' specifically addresses the act of forming a diverse team to improve communication and transparency.

How to eliminate wrong answers

Option B is wrong because 'Progress iteratively with feedback' focuses on making incremental improvements and using feedback loops, not on assembling a cross-functional team. Option C is wrong because 'Think and work holistically' addresses end-to-end service management and interdependencies, but the specific action of forming a cross-functional team is a direct expression of collaboration and visibility, not holistic thinking alone. Option D is wrong because 'Start where you are' means leveraging existing processes and measurements rather than forming new team structures; it does not prescribe cross-functional collaboration.

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23
MCQmedium

A service desk team notices that many incidents are related to password issues. They decide to implement a self-service password reset tool. Which ITIL guiding principle is being applied?

A.Collaborate and promote visibility
B.Keep it simple and practical
C.Optimise and automate
D.Progress iteratively with feedback
AnswerC

Implementing self-service automation optimizes the process and reduces manual work.

Why this answer

Implementing a self-service password reset tool automates a repetitive manual process (password reset requests), which directly aligns with the ITIL guiding principle 'Optimise and automate'. The team is not just making the process simpler; they are replacing human intervention with technology to reduce incident volume and improve efficiency.

Exam trap

The trap here is that candidates confuse 'automation' with 'simplification', leading them to choose 'Keep it simple and practical' (Option B) when the core action is actually replacing human effort with technology, not just reducing steps.

How to eliminate wrong answers

Option A is wrong because 'Collaborate and promote visibility' focuses on involving stakeholders and making work transparent, not on replacing a manual process with technology. Option B is wrong because 'Keep it simple and practical' emphasizes reducing complexity, but the team is not simplifying an existing process; they are automating it entirely. Option D is wrong because 'Progress iteratively with feedback' advocates for incremental improvements with continuous feedback, but the scenario describes a single implementation decision, not an iterative cycle.

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24
Multi-Selecthard

Which THREE of the following are benefits of applying the 'Progress iteratively with feedback' principle?

Select 3 answers
A.More predictable delivery deadlines
B.Reduced need for collaboration
C.Reduced risk of large-scale failures
D.Early identification of issues and improvements
E.Greater flexibility to adapt to changes
AnswersC, D, E

Small increments lower the impact of failures.

Why this answer

Option C is correct because the 'Progress iteratively with feedback' principle breaks work into smaller, manageable increments, allowing teams to detect and correct issues early. This iterative approach prevents the accumulation of errors that could lead to large-scale failures, as each increment is validated before proceeding, reducing the overall risk.

Exam trap

The trap here is that candidates may confuse 'iterative progress' with 'predictable deadlines' (Option A), not realizing that feedback-driven iterations can change scope and timelines, while the principle actually increases collaboration (Option B) rather than reducing it.

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25
MCQhard

An IT team is implementing a new monitoring tool. They choose to integrate it with the existing ticketing system rather than building a new one from scratch. Which principle is applied, and which principle might be overlooked if they don’t consider the impact on other tools?

A.Keep it simple is applied; Focus on value might be overlooked
B.Collaborate is applied; Start where you are might be overlooked
C.Start where you are is applied; Think and work holistically might be overlooked
D.Progress iteratively is applied; Optimise and automate might be overlooked
AnswerC

Correct. They reuse existing system (start where you are) but might miss holistic impacts.

Why this answer

Start where you are is applied by using existing systems. Think and work holistically might be overlooked if they ignore how the new tool affects other systems.

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26
MCQmedium

A release is broken down into small, timeboxed iterations with frequent reviews from stakeholders. Which guiding principle is primarily being applied?

A.Progress iteratively with feedback
B.Collaborate and promote visibility
C.Optimise and automate
D.Focus on value
AnswerA

This is the definition of the principle.

Why this answer

The scenario describes a release broken into small, timeboxed iterations with frequent stakeholder reviews. This directly aligns with the 'Progress iteratively with feedback' guiding principle, which emphasizes delivering value incrementally and using feedback loops to adjust direction. In ITIL 4, this principle is about breaking work into manageable steps and validating each step with stakeholders to reduce risk and improve outcomes.

Exam trap

PeopleCert often tests the distinction between 'Progress iteratively with feedback' and 'Collaborate and promote visibility' by presenting scenarios where stakeholder involvement is present but the key differentiator is the iterative, feedback-driven nature of the work, not just the act of collaboration.

How to eliminate wrong answers

Option B is wrong because 'Collaborate and promote visibility' focuses on involving stakeholders and making work transparent, but the question specifically highlights iterative progress and feedback, not just collaboration or visibility. Option C is wrong because 'Optimise and automate' is about improving efficiency and reducing manual effort through automation, which is not the primary focus of timeboxed iterations with reviews. Option D is wrong because 'Focus on value' centers on delivering outcomes that matter to stakeholders, but the question's emphasis on iterative development and feedback loops is a better match for the 'Progress iteratively with feedback' principle.

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27
MCQeasy

Refer to the exhibit. The ITIL Foundation training materials list the seven guiding principles. Which option is NOT among them?

A.Focus on value
B.Keep it simple and practical
C.Optimize and automate
D.Manage risk at all times
AnswerD

This is not one of the seven ITIL guiding principles.

Why this answer

Option D is correct because 'Manage risk at all times' is not one of the seven ITIL 4 guiding principles. The seven principles are: Focus on value, Start where you are, Progress iteratively with feedback, Collaborate and promote visibility, Think and work holistically, Keep it simple and practical, and Optimize and automate. Risk management is a practice within ITIL 4, not a guiding principle.

Exam trap

The trap here is that candidates confuse the ITIL 4 guiding principles with the ITIL practices or general management concepts, such as risk management, which is a common practice but not a principle, leading them to incorrectly select 'Manage risk at all times' as a valid principle.

How to eliminate wrong answers

Option A is wrong because 'Focus on value' is explicitly the first guiding principle in ITIL 4, emphasizing that all activities should directly or indirectly contribute to value creation for stakeholders. Option B is wrong because 'Keep it simple and practical' is the sixth guiding principle, advocating for minimizing complexity and ensuring outcomes are achievable without unnecessary overhead. Option C is wrong because 'Optimize and automate' is the seventh guiding principle, focusing on improving processes and leveraging automation to increase efficiency and reduce human error.

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28
Multi-Selectmedium

Which TWO of the following are examples of applying the 'Progress iteratively with feedback' principle?

Select 2 answers
A.Implementing a change in phases and gathering user feedback after each phase
B.Rolling out a new system to all users at once to avoid confusion
C.Skipping testing to speed up delivery
D.Using two-week sprints with daily stand-ups and sprint reviews
E.Releasing a major update once a year after extensive testing
AnswersA, D

Correct. Phased implementation with feedback is iterative.

Why this answer

Iterative progress involves small, timeboxed cycles with feedback loops.

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29
MCQeasy

According to ITIL 4, which guiding principle advises that ‘if in doubt, leave it out’?

A.Optimise and automate
B.Focus on value
C.Keep it simple and practical
D.Start where you are
AnswerC

Correct. The principle explicitly advises to simplify and remove steps without value.

Why this answer

Keep it simple and practical emphasizes eliminating unnecessary complexity.

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30
MCQhard

A company is implementing a major change to its IT infrastructure. The change manager insists on reviewing the entire service value system to understand how the change will affect all components. Which guiding principle is being applied?

A.Collaborate and promote visibility
B.Think and work holistically
C.Optimise and automate
D.Focus on value
AnswerB

Correct. Considering the entire system and interdependencies is holistic thinking.

Why this answer

The change manager is reviewing the entire service value system (SVS) to understand how the change affects all components, which directly applies the 'Think and work holistically' guiding principle. This principle emphasizes considering the whole system—including all processes, technology, partners, and value streams—rather than focusing on isolated parts. By examining the SVS as a whole, the manager ensures that interdependencies and downstream impacts are identified before implementation.

Exam trap

The trap here is that candidates confuse 'Think and work holistically' with 'Collaborate and promote visibility' because both involve broad engagement, but the holistic principle specifically requires analyzing the entire system's structure and interdependencies, not just improving communication.

How to eliminate wrong answers

Option A is wrong because 'Collaborate and promote visibility' focuses on stakeholder communication and transparency, not on analyzing the entire system's structure and interdependencies. Option C is wrong because 'Optimise and automate' is about improving efficiency through automation and resource optimization, not about understanding how a change affects all SVS components. Option D is wrong because 'Focus on value' prioritizes delivering outcomes that matter to stakeholders, but it does not require a comprehensive review of the entire service value system to assess cross-component impacts.

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31
MCQhard

A service desk team receives an increasing number of complaints about password resets taking too long. The team proposes a new tool that automates the process, but the security team rejects it because it does not enforce the latest password complexity policy. The service desk manager decides to keep the manual process until a tool that meets security requirements is found. Which guiding principle is best demonstrated?

A.Progress iteratively with feedback
B.Focus on value
C.Collaborate and promote visibility
D.Think and work holistically
AnswerD

The manager considers the entire system, including security, rather than optimizing only the password reset process in isolation.

Why this answer

The service desk manager is considering the entire value chain—balancing speed (password reset automation) with security (password complexity policy)—rather than optimizing a single component. This aligns with 'Think and work holistically' because the decision integrates the security team's requirements, the service desk's efficiency goals, and the overall service value. By rejecting a tool that fails security compliance, the manager avoids suboptimizing the system for one stakeholder.

Exam trap

The trap here is that candidates see 'automation to reduce complaints' and think 'Focus on value' (Option B), but the correct answer requires recognizing that the manager is prioritizing the overall system's integrity (security + speed) over a single value metric (speed).

How to eliminate wrong answers

Option A is wrong because 'Progress iteratively with feedback' focuses on incremental improvements and learning from feedback, but here the manager is not iterating—they are halting the automation initiative entirely until a compliant tool is found. Option B is wrong because 'Focus on value' emphasizes delivering outcomes that matter to customers, but the manager is prioritizing security compliance over faster password resets, which may reduce immediate value to users. Option C is wrong because 'Collaborate and promote visibility' involves sharing information and working jointly, but the scenario does not describe collaboration or transparency improvements—it describes a rejection and a decision to wait.

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32
MCQmedium

During a major incident review, the team identifies that communication between the network and application teams was poor. Which guiding principle would most directly address this issue?

A.Collaborate and promote visibility
B.Focus on value
C.Think and work holistically
D.Progress iteratively with feedback
AnswerA

This principle aims to break silos and improve communication.

Why this answer

The guiding principle 'Collaborate and promote visibility' directly addresses the communication breakdown between the network and application teams during a major incident. By fostering cross-team collaboration and making incident data (e.g., network latency metrics, application error logs) visible to all stakeholders, this principle ensures that silos are broken down and root cause analysis is more effective. In contrast, other principles like 'Focus on value' or 'Think and work holistically' are too broad or do not specifically target the interpersonal and information-sharing gap identified in the review.

Exam trap

The trap here is that candidates often choose 'Think and work holistically' because it sounds like it covers system-wide coordination, but they miss that 'Collaborate and promote visibility' is the specific principle designed to address communication and information-sharing failures between teams.

How to eliminate wrong answers

Option B (Focus on value) is wrong because it emphasizes delivering outcomes that matter to customers, not the internal communication failure between teams; it does not address the root cause of poor coordination. Option C (Think and work holistically) is wrong because while it encourages considering the entire system, it does not prescribe the specific action of improving cross-team communication and visibility; it is a mindset, not a direct remedy for siloed behavior. Option D (Progress iteratively with feedback) is wrong because it focuses on incremental improvements and feedback loops over time, which is not the immediate fix for a communication breakdown during a major incident review; it addresses process evolution rather than the current lack of collaboration.

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33
Multi-Selectmedium

Which TWO of the following are ITIL 4 guiding principles?

Select 2 answers
A.Focus on value
B.Measure and improve
C.Manage and govern
D.Plan and implement
E.Optimise and automate
AnswersA, E

Correct. This is one of the seven guiding principles.

Why this answer

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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34
Drag & Dropmedium

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

Drag steps to the numbered slots on the right, or tap a step then tap a slot.

Steps
Order

Why this order

Service request management starts with receipt, then categorization, fulfillment, verification, and closure.

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35
MCQmedium

An IT team is tasked with redesigning a service desk process. They decide to first document the current process and identify what works well before making changes. Which guiding principle are they applying?

A.Focus on value
B.Progress iteratively with feedback
C.Start where you are
D.Think and work holistically
AnswerC

The team is starting from the current state by documenting and leveraging existing practices.

Why this answer

The 'Start where you are' guiding principle emphasizes using existing processes, services, and capabilities as a baseline before making improvements. By documenting the current service desk process and identifying what works well, the team avoids reinventing the wheel and leverages proven practices, which is the core of this principle.

Exam trap

The trap here is that candidates confuse 'Start where you are' with 'Progress iteratively with feedback' because both involve analysis, but the former focuses on the initial baseline assessment while the latter is about the cycle of incremental changes and reviews.

How to eliminate wrong answers

Option A is wrong because 'Focus on value' directs efforts toward delivering outcomes that matter to stakeholders, not on analyzing the current state. Option B is wrong because 'Progress iteratively with feedback' involves making small, incremental improvements with continuous feedback loops, not documenting the current process as a starting point. Option D is wrong because 'Think and work holistically' means considering the entire system and its interdependencies, not specifically analyzing the existing process before changes.

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36
MCQmedium

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?

A.Focus on value
B.Collaborate and promote visibility
C.Optimise and automate
D.Keep it simple and practical
AnswerC

Correct. Automating a routine task is a clear application of this principle.

Why this answer

Option C is correct because 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.

Exam trap

The trap here is that candidates 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.

How to eliminate wrong answers

Option A is wrong because 'Focus on value' emphasizes delivering outcomes that matter to stakeholders, not the specific method of automation; while password resets add value, the question explicitly describes the automation mechanism, not the value justification. Option B is wrong because 'Collaborate and promote visibility' concerns cross-team communication and transparency of work, not the technical automation of a single process. Option D is wrong because 'Keep it simple and practical' advocates for minimal complexity and avoiding over-engineering, but automating a password reset is not inherently complex or impractical—it is a standard, efficient improvement that aligns more with optimization than simplicity.

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37
MCQhard

A team is implementing a new IT service management tool. They decide to release a basic version with core features first, gather user feedback, and then add enhancements in subsequent releases. Which ITIL 4 guiding principle is being applied?

A.Start where you are
B.Think and work holistically
C.Keep it simple and practical
D.Progress iteratively with feedback
AnswerD

The scenario describes iterative releases with feedback loops, which directly aligns with this principle.

Why this answer

Progress iteratively with feedback is about using timeboxed iterations and feedback loops, avoiding big bang releases. This approach allows for continuous improvement based on user input.

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38
Multi-Selectmedium

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

Select 2 answers
A.Progress iteratively with feedback
B.Keep it simple and practical
C.Optimize and automate
D.Collaborate and promote visibility
E.Focus on value
AnswersD, E

Collaboration with customers helps understand their value perception.

Why this answer

Option D, '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.

Exam trap

PeopleCert often tests the distinction between principles that are enablers of value (like iterative progress or automation) versus principles that are directly about value definition and co-creation, leading candidates to mistakenly select 'Optimize and automate' because they assume efficiency automatically equals customer value.

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39
MCQhard

A company is migrating its on-premise email system to a cloud-based solution. The migration team decides to first review the existing email configuration and usage patterns before planning the migration. Which guiding principle is being applied?

A.Start where you are
B.Progress iteratively with feedback
C.Keep it simple and practical
D.Optimise and automate
AnswerA

Correct. The team starts by understanding the current environment before planning changes.

Why this answer

Start where you are emphasizes understanding the current state before making changes. The team reviews the existing configuration and usage patterns, which is a direct application of this principle.

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40
MCQmedium

A service desk analyst receives a call that users cannot access the CRM system. What should they do FIRST according to ITIL 4?

A.Submit a change request to fix the system
B.Raise a problem record to find the root cause
C.Create a service request for user access
D.Log an incident and attempt to restore service
AnswerD

Incident management aims to restore normal service operation as quickly as possible.

Why this answer

According to ITIL 4, the first priority when users cannot access a system is to restore normal service operation as quickly as possible. Logging an incident and attempting to restore service (Option D) aligns with the incident management practice, which focuses on minimizing impact and returning to normal. The analyst should not jump to root cause analysis or change management until the immediate outage is addressed.

Exam trap

The trap here is confusing incident management (restoring service) with problem management (finding root cause) or change management (implementing a fix), leading candidates to prematurely select root cause analysis or change requests instead of the immediate incident response.

How to eliminate wrong answers

Option A is wrong because submitting a change request is a later step that requires authorization and planning; it is not the first action when service is down. Option B is wrong because raising a problem record is for identifying the root cause after the incident is resolved or if multiple incidents occur; it does not restore service. Option C is wrong because a service request is for standard, pre-approved user access changes (e.g., password reset), not for an outage affecting multiple users; the CRM access issue is an incident, not a service request.

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41
MCQmedium

An IT service is available as agreed but does not meet the required performance levels. Which element of warranty is failing?

A.Capacity
B.Security
C.Availability
D.Continuity
AnswerA

Capacity ensures the service meets agreed performance levels.

Why this answer

Warranty includes availability, capacity, continuity, and security. Performance relates to capacity – the service must have sufficient capacity to meet agreed levels.

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42
Multi-Selecteasy

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

Select 2 answers
A.Collaborate and promote visibility
B.Optimize and automate
C.Progress iteratively with feedback
D.Keep it simple and practical
E.Focus on value
AnswersB, D

Optimization and automation directly reduce inefficiency.

Why this answer

Option B (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.

Exam trap

The trap here is that candidates often confuse 'Focus on value' (which is about outcomes) with efficiency, or they assume 'Progress iteratively with feedback' implies continuous improvement of waste, when in fact the two principles that explicitly address waste and inefficiency are 'Optimize and automate' and 'Keep it simple and practical'.

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43
MCQeasy

Which ITIL guiding principle encourages breaking down silos and making information accessible to all stakeholders?

A.Collaborate and promote visibility
B.Focus on value
C.Think and work holistically
D.Progress iteratively with feedback
AnswerA

This principle directly addresses collaboration and visibility.

Why this answer

The ITIL guiding principle 'Collaborate and promote visibility' directly addresses breaking down organizational silos and ensuring that information, progress, and obstacles are visible to all relevant stakeholders. This principle emphasizes cross-team cooperation and transparency, which are essential for effective service management and continuous improvement.

Exam trap

The trap here is that candidates often confuse 'Think and work holistically' with breaking down silos, but holistic thinking is about understanding end-to-end processes and system interactions, not specifically about making information visible to all stakeholders.

How to eliminate wrong answers

Option B (Focus on value) is wrong because it centers on delivering value to customers and stakeholders, not on breaking down silos or improving visibility across teams. Option C (Think and work holistically) is wrong because it focuses on understanding the entire system and interdependencies, not specifically on making information accessible or breaking down barriers between teams. Option D (Progress iteratively with feedback) is wrong because it emphasizes incremental improvements and using feedback loops, not on transparency or cross-team collaboration.

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44
MCQmedium

A service desk team introduces weekly meetings where they share common issues and solutions. This is an example of which ITIL guiding principle?

A.Think and work holistically
B.Focus on value
C.Progress iteratively with feedback
D.Collaborate and promote visibility
AnswerD

Correct. Sharing information promotes visibility and collaboration.

Why this answer

The weekly meetings where service desk team members share common issues and solutions directly embody the 'Collaborate and promote visibility' guiding principle. This principle emphasizes that work should be made visible to all stakeholders and that collaboration across teams leads to better outcomes. By openly discussing recurring problems and their resolutions, the team increases transparency and collective knowledge, which reduces silos and improves overall service quality.

Exam trap

The trap here is that candidates often confuse 'Progress iteratively with feedback' (Option C) with any regular meeting, but the key distinction is that the meetings are not about iterative improvement cycles; they are about sharing existing knowledge, which is a collaboration and visibility activity.

How to eliminate wrong answers

Option A is wrong because 'Think and work holistically' focuses on understanding how all parts of an organization interact as a whole, not on specific team-level knowledge sharing sessions. Option B is wrong because 'Focus on value' is about ensuring every activity delivers value to stakeholders, but the described meetings are primarily about internal knowledge transfer, not directly about value delivery to customers. Option C is wrong because 'Progress iteratively with feedback' involves making small, incremental improvements and using feedback loops to refine processes, whereas the weekly meetings are a static knowledge-sharing practice, not an iterative development cycle.

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45
MCQhard

A team created this configuration file for a service improvement initiative. Which principle is most likely to be incorrectly configured if the goal is to minimize disruption to existing services?

A.optimize_automate
B.progress_iteratively
C.focus_on_value
D.start_where_you_are
AnswerD

Setting to false would ignore existing services, risking disruption.

Why this answer

The principle 'start where you are' is most likely to be incorrectly configured because the configuration file appears to define a new service improvement initiative from scratch, ignoring existing services, processes, and measurement baselines. In ITIL 4, this principle emphasizes leveraging current capabilities and data before introducing changes, which minimizes disruption by building on what already works rather than replacing it wholesale. A configuration file that omits references to current state metrics, existing service dependencies, or legacy system integrations would violate this principle and risk unnecessary service interruptions.

Exam trap

The trap here is that candidates often confuse 'start where you are' with a lack of ambition or innovation, but the question specifically tests the principle's role in minimizing disruption by leveraging existing assets, not by ignoring them.

How to eliminate wrong answers

Option A is wrong because 'optimize and automate' focuses on improving efficiency through automation and process refinement, which does not inherently cause disruption if applied incrementally; the configuration file could still be valid for this principle. Option B is wrong because 'progress iteratively' encourages small, manageable changes that reduce risk of disruption, so a configuration file that supports iterative steps would align with minimizing disruption, not conflict with it. Option C is wrong because 'focus on value' prioritizes outcomes for stakeholders, which is unrelated to the technical risk of disrupting existing services; a value-focused configuration file would not inherently be misconfigured for disruption avoidance.

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46
MCQmedium

A service owner is reviewing a process and removes several approval steps that were identified as not contributing to customer value. Which ITIL 4 guiding principle is being applied?

A.Keep it simple and practical
B.Progress iteratively with feedback
C.Focus on value
D.Optimise and automate
AnswerA

This principle is about eliminating unnecessary complexity and steps that don't add value.

Why this answer

Keep it simple and practical advocates eliminating steps that do not add value. By removing non-value-adding approvals, the process is simplified.

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47
Multi-Selectmedium

Which TWO of the following scenarios demonstrate the 'Collaborate and promote visibility' principle?

Select 2 answers
A.A team documents the current process before making changes
B.The service desk shares incident data with the development team to improve the product
C.A project manager includes representatives from all affected departments in planning meetings
D.A team works in two-week sprints with a review at the end
E.A team automates repetitive tasks to free up time
AnswersB, C

Sharing data across teams promotes visibility and collaboration.

Why this answer

Option B is correct because sharing incident data between the service desk and the development team directly embodies 'Collaborate and promote visibility' by breaking down silos and making information visible across functions. This collaboration enables the development team to identify root causes and improve the product, which is a core application of the principle in ITIL 4.

Exam trap

The trap here is that candidates often confuse 'Collaborate and promote visibility' with other principles like 'Progress iteratively with feedback' or 'Optimize and automate', because all involve communication or improvement, but only B and C directly involve cross-team collaboration and making information visible to others.

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48
MCQhard

You are the IT service manager for a multinational corporation that provides financial services. The company recently acquired a smaller fintech startup. The startup has its own IT infrastructure and processes, which are very different from the parent company's. The parent company uses a centralized IT service management system based on ITIL, while the startup uses a lightweight, DevOps-oriented approach. The CEO wants to integrate the startup's IT operations into the parent company's ITSM tool as quickly as possible to gain visibility and control. The startup's team is resistant, arguing that the parent company's processes are too bureaucratic and will slow them down. The parent company's IT team is frustrated because the startup is not following the established incident and change management processes. You have been asked to propose a course of action that aligns with ITIL guiding principles. Which option should you choose?

A.Allow the startup to keep their own processes but require them to report incidents and changes via email to a central coordinator.
B.Create a separate ITSM instance for the startup with full autonomy, and do not integrate until the startup grows.
C.Require the startup to adopt the parent company's processes immediately, with a one-month transition period and training.
D.Establish a joint team to map the startup's current processes to ITIL best practices, then create a lightweight, integrated process that satisfies both parties, and roll it out incrementally with feedback loops.
AnswerD

This applies 'Start where you are', 'Collaborate and promote visibility', and 'Progress iteratively with feedback'.

Why this answer

Option D is correct because it directly applies the ITIL guiding principles of 'Start where you are' (by mapping the startup's existing DevOps processes), 'Collaborate and promote visibility' (via a joint team), and 'Progress iteratively with feedback' (incremental rollout with feedback loops). This approach avoids the resistance and disruption of forced adoption while creating a lightweight integrated process that satisfies both the need for visibility and the startup's agility requirements.

Exam trap

The trap here is that candidates may choose Option C because it appears decisive and aligns with the CEO's urgency, but ITIL4F emphasizes collaboration and iterative progress over forced top-down mandates, which often fail in practice due to cultural resistance and process mismatch.

How to eliminate wrong answers

Option A is wrong because requiring email reporting bypasses the centralized ITSM tool's automation and audit trails, creating manual overhead and data inconsistency, violating the 'Optimize and automate' principle. Option B is wrong because maintaining a separate ITSM instance with full autonomy delays integration indefinitely and contradicts the CEO's directive for immediate visibility and control, ignoring 'Focus on value'. Option C is wrong because forcing immediate adoption of the parent company's bureaucratic processes violates 'Start where you are' and 'Progress iteratively', likely causing resistance, shadow IT, and operational disruption.

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49
Multi-Selecthard

Which THREE of the following are true about the 'Progress iteratively with feedback' principle?

Select 3 answers
A.It promotes timeboxed iterations
B.It recommends using feedback loops to improve
C.It encourages waiting for complete feedback before proceeding
D.It discourages big-bang approaches
E.It suggests making small changes without any coordination
AnswersA, B, D

Iterations are timeboxed to allow regular feedback and adjustments.

Why this answer

This principle is about working in timeboxed iterations, incorporating feedback, and avoiding big-bang approaches. It does not require full feedback before starting (that would be waterfall), and it does not advocate for small changes without coordination.

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50
MCQhard

A service desk manager wants to reduce the number of repeat incidents. Instead of analyzing patterns, she decides to implement a new knowledge base system. Which guiding principle is being overlooked?

A.Keep it simple and practical
B.Optimize and automate
C.Collaborate and promote visibility
D.Focus on value
AnswerD

She is not focusing on the value of analyzing root causes before implementing solutions.

Why this answer

The service desk manager is overlooking the 'Focus on value' guiding principle because she is implementing a new knowledge base system without first analyzing incident patterns to ensure the solution addresses the actual root cause of repeat incidents. This principle requires that all improvements directly contribute to value for stakeholders, and skipping pattern analysis risks investing in a solution that may not reduce repeat incidents, thus failing to deliver the intended value.

Exam trap

The trap here is that candidates may confuse 'Optimize and automate' with implementing a knowledge base system, thinking automation alone solves the problem, but ITIL 4F tests the understanding that value must be defined first before any optimization or automation is applied.

How to eliminate wrong answers

Option A is wrong because 'Keep it simple and practical' is not the primary principle being overlooked; while the manager could be overcomplicating the solution, the core issue is that she is not ensuring the solution delivers value by first understanding the problem. Option B is wrong because 'Optimize and automate' focuses on improving existing processes through automation, but the manager is not optimizing or automating an existing process—she is implementing a new system without analyzing whether it addresses the root cause. Option C is wrong because 'Collaborate and promote visibility' involves engaging stakeholders and making work transparent, but the manager's oversight is not about lack of collaboration or visibility; it is about failing to validate that the solution creates value by addressing the actual problem of repeat incidents.

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51
MCQhard

An organization has a legacy system that is critical for operations. The team wants to replace it with a modern solution. According to the guiding principles, what should they do FIRST?

A.Immediately begin building the new system to avoid delays
B.Conduct a thorough assessment of the existing legacy system
C.Design the new system from scratch based on best practices
D.Automate the legacy system to improve performance
AnswerB

Assessing the current state is the first step to understand what works and what doesn't.

Why this answer

'Start where you are' advises to assess the current system before building a new one. They should understand what the legacy system does well and what needs improvement.

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52
MCQeasy

Which guiding principle emphasizes that services should be treated as complex systems where changes in one area can affect others?

A.Focus on value
B.Think and work holistically
C.Start where you are
D.Keep it simple and practical
AnswerB

This principle recognizes that services are complex systems with interdependencies.

Why this answer

The 'Think and work holistically' guiding principle is correct because it explicitly addresses the interconnected nature of services as complex systems. ITIL 4 states that a change in one service component (e.g., a database update) can have cascading effects on other components (e.g., application performance or user experience), requiring a systems-thinking approach to avoid unintended consequences.

Exam trap

The trap here is that candidates confuse 'Think and work holistically' with 'Start where you are' because both involve assessing the current state, but holistic thinking specifically addresses the systemic ripple effects of changes, not just the starting point.

How to eliminate wrong answers

Option A is wrong because 'Focus on value' prioritizes delivering outcomes to stakeholders, not the systemic interdependencies of service components. Option C is wrong because 'Start where you are' advocates for leveraging existing processes and tools, not analyzing how changes propagate across a complex system. Option D is wrong because 'Keep it simple and practical' emphasizes minimizing complexity and unnecessary steps, whereas holistic thinking may require embracing complexity to understand cross-component impacts.

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53
MCQmedium

The IT department is implementing a new cloud service. They involve representatives from finance, legal, and operations in the planning meetings. Which guiding principle is being applied?

A.Focus on value
B.Progress iteratively with feedback
C.Keep it simple and practical
D.Collaborate and promote visibility
AnswerD

Involving multiple departments breaks silos and promotes visibility.

Why this answer

Involving representatives from finance, legal, and operations in planning meetings directly applies the 'Collaborate and promote visibility' guiding principle. This principle emphasizes that cross-functional collaboration and transparent communication are essential for successful service management, especially when implementing a new cloud service that impacts multiple stakeholders. By including these diverse teams early, the IT department ensures that requirements, risks, and constraints are visible to all parties, reducing silos and enabling informed decision-making.

Exam trap

The trap here is that candidates may confuse 'Collaborate and promote visibility' with 'Focus on value' because involving multiple stakeholders seems value-driven, but the key distinction is that collaboration and visibility are about the process of working together transparently, not about the outcome of delivering value.

How to eliminate wrong answers

Option A is wrong because 'Focus on value' is about ensuring that every activity delivers value to stakeholders, not about who is included in planning meetings; it would be applied by defining value streams and outcomes for the cloud service, not by inviting finance, legal, and operations. Option B is wrong because 'Progress iteratively with feedback' refers to breaking work into smaller increments and using feedback loops to improve, which is not demonstrated by simply involving cross-functional representatives in planning. Option C is wrong because 'Keep it simple and practical' advocates for minimizing complexity and avoiding unnecessary steps, whereas including multiple departments in planning could actually increase complexity unless it is specifically done to reduce rework—this principle would be applied by streamlining processes, not by expanding the planning group.

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54
MCQmedium

A development team releases a new feature every six months. They want to adopt Agile principles. Which ITIL guiding principle is most relevant to increasing release frequency?

A.Optimize and automate
B.Progress iteratively with feedback
C.Focus on value
D.Keep it simple and practical
AnswerB

Iterative progress with feedback enables more frequent releases.

Why this answer

The principle 'Progress iteratively with feedback' directly supports increasing release frequency by breaking down the six-month release cycle into smaller, incremental deliveries. Each iteration incorporates feedback from stakeholders and users, allowing the team to adapt and release features more frequently, which is a core Agile practice.

Exam trap

The trap here is that candidates may confuse 'Optimize and automate' with the primary driver for faster releases, overlooking that iterative progress with feedback is the foundational Agile principle that enables frequent delivery, while automation is an enabler but not the core principle.

How to eliminate wrong answers

Option A is wrong because 'Optimize and automate' focuses on streamlining processes and reducing manual effort, which can improve efficiency but does not inherently address the need to increase release frequency through iterative cycles. Option C is wrong because 'Focus on value' emphasizes delivering outcomes that matter to customers, but it does not provide a mechanism for accelerating release cadence; value can still be delivered in a six-month cycle. Option D is wrong because 'Keep it simple and practical' advocates for minimal complexity, but it does not prescribe a specific approach to increase release frequency; simplicity alone does not enable more frequent releases.

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55
MCQeasy

An organization uses this policy for service design. Which ITIL guiding principle does this policy directly contradict?

A.Focus on value
B.Collaborate and promote visibility
C.Optimize and automate
D.Start where you are
AnswerD

The policy explicitly says to start from scratch and not integrate legacy.

Why this answer

The policy for service design that ignores 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 current state, the organization wastes resources and risks losing valuable insights from existing operations.

Exam trap

The trap here is that candidates may confuse 'Start where you are' with 'Optimize and automate' or 'Focus on value', thinking that ignoring existing services could still be valuable or optimized, but the direct contradiction is the failure to leverage the current state as a starting point.

How to eliminate wrong answers

Option A is wrong because 'Focus on value' is about ensuring all activities deliver value to stakeholders, which is not directly contradicted by ignoring existing services; a new design could still focus on value. Option B is wrong because 'Collaborate and promote visibility' concerns stakeholder involvement and transparency, which is not inherently violated by a design policy that starts fresh. Option C is wrong because 'Optimize and automate' aims to improve efficiency through optimization and automation, which can be applied to new designs as well; ignoring existing services does not directly oppose this principle.

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56
MCQmedium

An incident manager notices that the same type of incident keeps recurring. She decides to conduct a root cause analysis to prevent future occurrences. Which guiding principle is being applied?

A.Optimise and automate
B.Progress iteratively with feedback
C.Focus on value
D.Start where you are
AnswerB

Correct. Using incident feedback to improve the process is iterative improvement.

Why this answer

The incident manager is applying the 'Progress iteratively with feedback' guiding principle by conducting a root cause analysis on recurring incidents. This principle emphasizes using feedback loops to improve processes iteratively, rather than attempting a single large-scale fix. By analyzing the root cause, she can implement targeted improvements and monitor their effectiveness over time, aligning with ITIL's iterative approach to continual service improvement.

Exam trap

The trap here is that candidates often confuse 'Start where you are' with analyzing existing incidents, but this principle is about leveraging current assets and processes, not conducting root cause analysis to prevent future occurrences.

How to eliminate wrong answers

Option A is wrong because 'Optimise and automate' focuses on streamlining processes and reducing manual effort through automation, not on analyzing recurring incidents to prevent them. Option C is wrong because 'Focus on value' prioritizes delivering outcomes that matter to stakeholders, but the scenario describes a reactive analysis of incidents, not a value-driven design or improvement. Option D is wrong because 'Start where you are' advises leveraging existing processes and assets rather than building from scratch, but the incident manager is not assessing current state; she is investigating a specific problem to prevent recurrence.

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57
MCQeasy

An organization is implementing a new incident management tool. They plan to migrate all historical data from the old system. Which guiding principle suggests they should reconsider the value of migrating all data?

A.Focus on value
B.Progress iteratively with feedback
C.Start where you are
D.Optimize and automate
AnswerA

They should only migrate data that provides value.

Why this answer

The 'Start where you are' guiding principle advises leveraging existing services, processes, and data rather than rebuilding from scratch. In this scenario, migrating all historical data from the old incident management tool may not deliver proportional value—old data could be incomplete, poorly structured, or irrelevant to current operations. The principle suggests evaluating which data is truly useful for incident analysis, trending, or compliance, and discarding the rest to avoid unnecessary cost and complexity.

Exam trap

The trap here is that candidates confuse 'Start where you are' with 'Focus on value', because both involve assessing worth—but 'Start where you are' specifically addresses the decision to reuse or discard existing assets, while 'Focus on value' is about aligning all activities to business outcomes.

How to eliminate wrong answers

Option A is correct because 'Focus on value' would emphasize delivering business outcomes, but the question specifically asks which principle suggests reconsidering the value of migrating all data—that is 'Start where you are', not 'Focus on value'. Option B is wrong because 'Progress iteratively with feedback' deals with incremental delivery and continuous improvement, not with evaluating the worth of existing data assets. Option C is wrong because 'Start where you are' directly addresses leveraging existing data and assessing its utility, which is the core of the question.

Option D is wrong because 'Optimize and automate' focuses on improving efficiency through automation and streamlining, not on deciding whether to migrate historical data at all.

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58
Multi-Selecthard

Which THREE of the following describe how the ITIL guiding principle 'Start where you are' should be applied?

Select 3 answers
A.Start from scratch to avoid bias from previous decisions
B.Understand what can be reused from existing practices
C.Measure the current state to understand what exists
D.Reuse existing services, processes, and tools where possible
E.Focus on the desired future state rather than current limitations
AnswersB, C, D

Identifying reusable elements is part of 'Start where you are'.

Why this answer

Option B is correct because the 'Start where you are' guiding principle emphasizes leveraging existing investments and capabilities rather than discarding them. It directs organizations to assess current services, processes, and tools to identify what can be reused or improved, avoiding unnecessary rework and reducing risk.

Exam trap

PeopleCert often tests the misconception that 'Start where you are' means ignoring the current state in favor of a clean-slate redesign, when in fact it mandates measuring and reusing existing practices and assets.

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59
MCQeasy

Which ITIL guiding principle states that all activities should be directly linked to creating value for stakeholders?

A.Think and work holistically
B.Focus on value
C.Optimise and automate
D.Start where you are
AnswerB

This principle is about ensuring every activity contributes to value creation.

Why this answer

The 'Focus on value' guiding principle is correct because it mandates that every activity, process, and decision in service management must be directly traceable to creating measurable value for stakeholders. This principle ensures that resources are not wasted on activities that do not contribute to the desired outcomes, aligning all work with the organization's strategic objectives.

Exam trap

The trap here is that candidates often confuse 'Focus on value' with 'Optimise and automate' because they assume automation inherently creates value, but the principle requires proving the value link before optimizing.

How to eliminate wrong answers

Option A is wrong because 'Think and work holistically' emphasizes understanding how all parts of the organization interact as a system, not the direct linkage of activities to stakeholder value. Option C is wrong because 'Optimise and automate' focuses on improving efficiency and reducing manual effort through technology, not on ensuring value creation. Option D is wrong because 'Start where you are' advises leveraging existing capabilities and processes rather than building from scratch, which does not inherently guarantee a direct value link to stakeholders.

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60
MCQhard

A project manager wants to implement a new software tool. She decides to first conduct a survey to understand user needs and then build the tool in small increments, releasing updates every two weeks. Which TWO guiding principles are being combined?

A.Focus on value and Progress iteratively with feedback
B.Optimise and automate and Focus on value
C.Collaborate and promote visibility and Think and work holistically
D.Start where you are and Keep it simple and practical
AnswerA

Correct. Understanding user needs focuses on value, and increments with feedback is iterative progress.

Why this answer

Focus on value (understanding user needs) and Progress iteratively with feedback (small increments) are combined. This question tests the ability to identify multiple principles in one scenario.

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61
MCQmedium

When a change is classified as ‘normal’ in ITIL, what does that mean?

A.It is a low-risk change that follows a pre-approved procedure
B.It is a change that does not require any approval
C.It is a change that is not pre-approved and needs assessment by a change authority
D.It is an emergency change that must be implemented quickly
AnswerC

Correct. Normal changes are assessed and approved by the change authority.

Why this answer

Normal changes follow a standard, risk-assessed process but are not pre-approved like standard changes.

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62
MCQhard

A service provider is designing a new service. They involve all stakeholders from the beginning and share information openly. Which ITIL guiding principle are they applying?

A.Focus on value
B.Collaborate and promote visibility
C.Think and work holistically
D.Keep it simple and practical
AnswerB

This principle directly matches the actions described.

Why this answer

The 'Collaborate and promote visibility' guiding principle emphasizes involving all stakeholders from the start and sharing information openly to ensure alignment and reduce misunderstandings. By engaging stakeholders early and maintaining transparency, the service provider can gather diverse input, identify risks sooner, and build trust, which directly supports the design of a service that meets actual needs.

Exam trap

The trap here is that candidates often confuse 'Collaborate and promote visibility' with 'Focus on value' because both involve stakeholders, but 'Focus on value' is about outcomes and benefits, not the process of open collaboration and transparency.

How to eliminate wrong answers

Option A is wrong because 'Focus on value' centers on delivering outcomes that matter to customers and users, not specifically on stakeholder involvement or open information sharing. Option C is wrong because 'Think and work holistically' addresses understanding the entire system and interdependencies, not the collaborative and transparent engagement of stakeholders. Option D is wrong because 'Keep it simple and practical' advocates for minimizing complexity and avoiding over-engineering, which does not directly relate to involving all stakeholders or promoting visibility.

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63
Multi-Selecthard

Which THREE of the following are benefits of applying the ITIL guiding principles?

Select 3 answers
A.They enable effective and efficient service management
B.They help align activities with value for stakeholders
C.They ensure decisions are consistent across the organisation
D.They eliminate all risks in service management
E.They guarantee cost reduction in service delivery
AnswersA, B, C

Correct. The principles guide effective and efficient practices.

Why this answer

Option A is correct because the ITIL guiding principles, such as 'Focus on Value' and 'Keep it Simple and Practical', provide a framework that enables organizations to design, deliver, and improve service management processes in a way that is both effective (achieving desired outcomes) and efficient (optimizing resource use). By applying these principles, organizations avoid wasteful activities and ensure that every process step contributes directly to service quality and stakeholder satisfaction.

Exam trap

The trap here is that candidates often assume ITIL principles are prescriptive guarantees (like eliminating risk or reducing cost) rather than flexible guidelines that help optimize outcomes, leading them to select absolute statements like D or E.

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64
Multi-Selectmedium

Which TWO of the following scenarios best illustrate the principle 'Progress iteratively with feedback'?

Select 2 answers
A.Assessing the current tools and processes before introducing new ones
B.Involving all relevant stakeholders in the planning of a major change
C.Collecting user feedback after each sprint and adjusting the backlog accordingly
D.Splitting a large software release into several smaller, incremental releases
E.Automating repetitive manual tasks to improve efficiency
AnswersC, D

Feedback loops are central to this principle.

Why this answer

This principle involves working in timeboxed iterations and incorporating feedback loops. Option A (split large release into smaller ones) and Option C (collect feedback after each sprint) directly reflect this. Option B (assess current tools) is 'Start where you are'.

Option D (involve all teams) is 'Collaborate and promote visibility'. Option E (automate manual tasks) is 'Optimise and automate'.

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65
MCQeasy

Which ITIL guiding principle states that services should be treated as complex systems where changes in one area can affect the whole?

A.Start where you are
B.Focus on value
C.Think and work holistically
D.Progress iteratively with feedback
AnswerC

Correct. This principle recognizes services as complex systems.

Why this answer

Think and work holistically emphasizes the interconnectedness of components.

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66
MCQmedium

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?

A.Think and work holistically
B.Start where you are
C.Progress iteratively with feedback
D.Focus on value
AnswerC

Correct. Phased rollout with feedback loops is a clear example of progressing iteratively with feedback.

Why this answer

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.

Exam trap

The trap here is that candidates may confuse 'Progress iteratively with feedback' with 'Start where you are' because both involve assessing the current state, but the key distinction is the explicit emphasis on phased rollout and feedback loops versus leveraging existing assets.

How to eliminate wrong answers

Option A is wrong because 'Think and work holistically' focuses on understanding the entire system and its interdependencies, not on phased delivery with feedback loops. Option B is wrong because 'Start where you are' emphasizes leveraging existing processes and tools rather than implementing a new tool in stages. Option D is wrong because 'Focus on value' prioritizes delivering outcomes that matter to stakeholders, but does not specifically address the iterative, feedback-driven rollout method described.

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67
MCQmedium

A company wants to automate password resets to reduce service desk workload. According to ITIL 4, which guiding principle should they apply FIRST?

A.Collaborate and promote visibility
B.Optimise and automate
C.Focus on value
D.Keep it simple and practical
AnswerB

This principle directly addresses reducing manual work and using automation to free people for more complex tasks.

Why this answer

The 'Optimise and automate' guiding principle is the correct first choice because the scenario explicitly targets reducing service desk workload through automation of password resets. ITIL 4 directs that automation should only be applied after the process has been optimized; otherwise, you risk automating inefficiencies. This principle ensures that the password reset workflow is streamlined and validated before implementing any self-service or automated tool, such as an identity management system with Active Directory integration.

Exam trap

The trap here is that candidates often pick 'Focus on value' because they think reducing workload is about delivering value, but ITIL 4 specifically requires optimization before automation to ensure the automated process is efficient and not just a faster version of a flawed manual process.

How to eliminate wrong answers

Option A is wrong because 'Collaborate and promote visibility' focuses on stakeholder communication and transparency, not on the technical decision to automate a specific process. Option C is wrong because 'Focus on value' ensures the service delivers business outcomes, but it does not provide the immediate technical guidance for deciding whether to automate password resets. Option D is wrong because 'Keep it simple and practical' advocates for minimal complexity, but it does not address the sequential need to optimize a process before automating it, which is the core technical requirement here.

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68
MCQhard

A project manager is planning a service improvement initiative. She decides to break the work into two-week sprints and hold a review meeting at the end of each sprint to adjust priorities. Which principal is she applying?

A.Progress iteratively with feedback
B.Start where you are
C.Collaborate and promote visibility
D.Focus on value
AnswerA

Working in sprints and reviewing at the end to adjust is iterative progress with feedback.

Why this answer

'Progress iteratively with feedback' is characterized by timeboxed iterations and feedback loops. The two-week sprints and review meetings are textbook examples.

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69
MCQmedium

When assessing a potential improvement, an IT manager ensures that every activity in the improvement plan can be directly linked to stakeholder value. Which ITIL 4 guiding principle is being applied?

A.Collaborate and promote visibility
B.Keep it simple and practical
C.Focus on value
D.Optimise and automate
AnswerC

This principle is about linking every activity to value for stakeholders.

Why this answer

Focus on value ensures that all activities are aligned with delivering value to stakeholders. It requires understanding who the consumer is and what they value.

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70
MCQmedium

A company's IT team is implementing a new monitoring system. They choose to integrate it with existing tools rather than replacing everything. Which ITIL guiding principle are they following?

A.Keep it simple and practical
B.Focus on value
C.Optimize and automate
D.Start where you are
AnswerD

They are integrating with existing tools instead of starting fresh.

Why this answer

The IT team is integrating a new monitoring system with existing tools rather than replacing them. This directly aligns with the 'Start where you are' guiding principle, which advises leveraging what already exists to avoid unnecessary disruption and cost. By building on current investments, the team ensures a smoother transition and maximizes the value of existing services and processes.

Exam trap

The trap here is that candidates often confuse 'Start where you are' with 'Optimize and automate' because both involve working with existing systems, but the former is about leveraging current assets as a foundation, while the latter is about improving their efficiency or automation level.

How to eliminate wrong answers

Option A is wrong because 'Keep it simple and practical' focuses on eliminating unnecessary complexity in processes or solutions, not on reusing existing tools. Option B is wrong because 'Focus on value' emphasizes delivering outcomes that matter to stakeholders, but the decision to integrate rather than replace is about leveraging current assets, not directly about value delivery. Option C is wrong because 'Optimize and automate' targets improving efficiency through automation and refinement, whereas the scenario describes a strategic choice to retain existing tools, not optimize or automate them.

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71
Multi-Selecthard

Which THREE of the following are correct descriptions of ITIL 4 guiding principles?

Select 3 answers
A.Keep it simple and practical: Eliminate steps that do not add value; if in doubt, leave it out.
B.From manual to automated: Always automate as much as possible to reduce human intervention.
C.Progress iteratively with feedback: Use timeboxed iterations and feedback loops to avoid big bang releases.
D.Collaborate and promote visibility: Break silos and make information accessible to all stakeholders.
E.Design from scratch: Rebuild processes from the ground up to ensure they are modern.
AnswersA, C, D

This is the correct description.

Why this answer

Option A is correct because the 'Keep it simple and practical' guiding principle emphasizes eliminating unnecessary complexity and steps that do not add value. The phrase 'if in doubt, leave it out' directly reflects the principle's focus on avoiding over-engineering and ensuring that processes remain lean and focused on outcomes.

Exam trap

PeopleCert often tests the misconception that 'automate everything' is a guiding principle, when in fact the correct principle is 'Optimize and automate,' which requires optimization before automation and does not mandate automation for its own sake.

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72
MCQeasy

Which ITIL guiding principle states that every activity should be linked to the creation of value for stakeholders?

A.Optimise and automate
B.Collaborate and promote visibility
C.Start where you are
D.Focus on value
AnswerD

This is the definition of the Focus on value principle.

Why this answer

Focus on value ensures all activities contribute to value for the customer and other stakeholders.

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73
MCQeasy

What is the PRIMARY purpose of the Incident Management practice?

A.Evaluate and authorize changes
B.Find the root cause of incidents
C.Restore normal service operation as quickly as possible
D.Fulfil service requests
AnswerC

This is the stated purpose in ITIL 4.

Why this answer

Incident management aims to restore normal service operation as quickly as possible and minimize business impact.

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74
MCQmedium

A service desk analyst receives a call that users cannot access the CRM system. According to ITIL 4, what should the analyst do FIRST?

A.Log the incident and attempt to restore service
B.Start a change request to modify the CRM configuration
C.Create a problem record to investigate root cause
D.Escalate to the IT manager immediately
AnswerA

Restoring service is the immediate priority, delivering value to users.

Why this answer

According to ITIL 4, the first priority when a service disruption is reported is to restore normal service operation as quickly as possible. The analyst must log the incident to capture all relevant details and then attempt to restore service, which aligns with the 'Focus on Value' and 'Progress Iteratively with Feedback' guiding principles. This initial action minimizes business impact before any deeper investigation or escalation occurs.

Exam trap

The trap here is that candidates often confuse incident management with problem management, incorrectly selecting option C because they think root cause analysis should be the first step, when in fact ITIL 4 mandates restoring service first to minimize business disruption.

How to eliminate wrong answers

Option B is wrong because starting a change request to modify the CRM configuration is premature; the immediate need is to restore service, not to implement a change that could introduce further risk without understanding the incident's scope. Option C is wrong because creating a problem record to investigate root cause is a secondary activity that should only occur after service restoration, as problem management focuses on preventing recurrence, not on immediate recovery. Option D is wrong because escalating to the IT manager immediately bypasses the standard incident management process, which requires the analyst to first log and attempt resolution; escalation is reserved for cases where the analyst lacks the authority or technical capability to restore service.

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75
MCQhard

A software development team is working on a new feature using two-week sprints. After each sprint, they demo the feature to stakeholders and incorporate feedback into the next sprint. Which TWO ITIL guiding principles are being applied?

A.Focus on value and Start where you are
B.Keep it simple and practical and Optimise and automate
C.Progress iteratively with feedback and Collaborate and promote visibility
D.Think and work holistically and Focus on value
AnswerC

Correct. Sprints are iterative, and demos promote visibility and collaboration.

Why this answer

Progress iteratively with feedback is directly about timeboxed iterations and feedback loops. Collaborate and promote visibility is about involving stakeholders and making progress visible.

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