[ ITIL 4 이해하기 ] ITIL 4 Foundation 예상문제 - Guiding Principle 가이드 원칙

ITIL 4 Foundation의 덤프 문제는 아니지만 학습에 되움이 되므로 출처를 밝히고 정리하여 올린다.
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아래 문제들은 Service Value System의 한 파트인 Guiding Principle (가이드 원칙)에 해당하는 것들이다. (정답은 하단에)


6-1. You are a service management consultant hired by a company to investigate the reasons for their customer’s dissatisfactions. Upon investigating, you find out that the customer’s needs are not met. To fix things, which of these principles would you start with?
A. Think and Work Holistically
B. Start Where You Are
C. Keep it Simple and Practical
D. Progress Iteratively with Feedback

6-2. You are an internal service management consultant hired by a project running in DevOps mode. There is a need to increase the operating margin of the project. You find out that the processes are complex and there are plenty of bureaucratic practices. Which guiding principle would be best suitable in this circumstance?
A. Optimize and Automate
B. Collaborate and Promote Visibility
C. Keep it Simple and Practical
D. Start Where You Are

6-3. You run a project that has multiple work streams. The product is common but the work areas are different. For example, one work stream is on enhancements, the other on reducing technical debt, and the third on support. Which of the guiding principles will be most beneficial?
A. Optimize and Automate
B. Keep it Simple and Practical
C. Progress Iteratively with Feedback
D. Collaborate and Promote Visibility

 

 

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6-4. Your customer is not clear about what the final product should look like. He is wavering as the days go by. To not lose out on the competition, which guiding principle would serve in this situation?
A. Progress Iteratively with Feedback
B. Think and Work Holistically
C. Keep it Simple and Practical
D. Start Where You Are

6-5. Which of the following is the best definition of a guiding principle?
A. A recommendation that guides an organization to set up service management system
B. A guide to build products and services
C. A set of prescribed principles that provide direction to create value
D. A recommendation that guides an organization in all circumstances


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6-1. B
6-2. C
6-3. D
6-4. A
6-5. D