Guiding Principles

Question 1

What are guiding principles?
A. A set of interconnected activities that help an organization deliver a valuable service
B. A description of one or more services that help address the needs of a target consumer group
C. A set of specialized organizational capabilities for enabling value for customers
D. Recommendations that help an organization when adopting a service management approach

Answer 1

D. Recommendations that help an organization when adopting a service management approach

Question 2

Which TWO statements about the guiding principles are CORRECT?
1. The guiding principles support continual improvement
2. Each guiding principle applies to a selection of the available stakeholder groups
3. Organizations should decide which one of the guiding principles is relevant to them
4. Organizations should consider how the guiding principles interact with each other
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4

Answer 2

D. 1 and 4

Question 3

Which MOST helps an organization adapt ITIL concepts so that they apply to the organization’s specific circumstances?
A. Continual improvement
B. Service value chain
C. Practices
D. Guiding principles

Answer 3

D. Guiding principles

Question 4

What should remain constant within an organization, even when the organizations objectives change?
A. Outputs
B. Guiding principles
C. Service offerings
D. Outcomes

Answer 4

B. Guiding principles

Question 5

Which ITIL concept helps an organization to make good decisions?
A. Four dimensions of service management
B. Guiding principles
C. Service value chain
D. Practices

Answer 5

B. Guiding principles

Question 6

Which TWO BEST describe the guiding principles?
1. Short-term
2. Standards
3. Recommendations
4. Long-term
A. 1 and 4
B. 2 and 3
C. 3 and 4
D. 1 and 2

Answer 6

C. 3 and 4

Question 7

What should remain constant within an organization, even when the organizations objectives change?
A. Outputs
B. Guiding principles
C. Service offerings
D. Outcomes

Answer 7

B. Guiding principles