ITIL 4 EXAM ACTUAL QUESTIONS WITH CORRECT

ITIL 4 EXAM (ACTUAL / ) QUESTIONS WITH CORRECT

ANSWERS

ITIL Guiding Principles (definition) - ----Answers---- Immutable organizational guides which are universal, not impacted by changes to goals or strategy, or type of work or management structure. Fundamental to Adoption of Service Management and Adaptation of the ITIL framework

ITIL Guiding Principles (7) - ----Answers----1. Focus on value

• Start where you're at
• Progress Iteratively with Feedback
• Collaborate and Promote Visibility
• Think & Work Holistically
• Keep it Simple & Practical
• Optimize & Automate

Focus on Value (Guiding principle) - ----Answers----Know what the customer expects. Everything an organization does to map, directly or indirectly, to value for the stakeholders.Includes the experience of customers and users. (Guiding Principle)

Start Where You Are At (Guiding Principle) - ----Answers---- You don't have a choice. Understand the "delta". Assess what you have & don't have, what works & doesn't, if it is serviceable or not, and if resources are available or not.Understand current state. Measure or observe directly. Don't 1 / 2

assume, measure. Observe vs rely on reports. (Guiding Principle)

Progress Iteratively with Feedback (Guiding Principle) - ---- Answers----Do not attempt to do everything at once. Even huge initiatives must be accomplished iteratively. By organizing work into smaller, manageable sections that can be executed and completed in a timely manner, it is easier to maintain a sharper focus on each effort. Plan, Do, Study, Act.(Guiding Principle)

Collaborate & Promote Visibility (Guiding Principle) - ---- Answers----Ensure the right people are in right roles.Supports buy-in and better decision making. Gather important perspectives. Avoid silos. Collaboration drives more than ITIL.It drives Agile, DevOps, Lean & more.Supports understanding & trust. Collaborate with stakeholders to improve value, practices & more.Communicate to improve understanding. Increase urgency through visibility. Lack of visibility is perceived as not important. (Guiding Principle)

Think & Work Holistically (Guiding Principle) - ----Answers--- -Everything is connected. Service offerings depend on service relationships. Handle activities within context of whole, the relationships.Systems & relationship are complex. There are service relationships, service offerings, service provisioning, service consumption, and service providers & consumers.

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