ITIL 4 defines specific guiding principles that help organizations adopt and adapt practices in a service management context. Let’s analyze the options:
A.Correct. “Start where you are†encourages building upon existing capabilities instead of starting from scratch.
B.Incorrect.While understanding flow is crucial in Lean practices, this specific phrasing is not an ITIL guiding principle. ITIL focuses more on holistic principles such as collaborationand iteration.
C.Correct. “Progress iteratively with feedback†reflects Agile and Lean practices in ITIL, ensuring incremental improvements with customer input.
D.Correct. Collaboration and visibility are key to ITIL 4 principles, promoting shared understanding and transparency.
References:
ITIL 4 Guiding Principles: Axelos ITIL 4 Foundation materials.
Question # 10
Which of the following would NOT help sustain improvements?
A.
Provide ongoing training to existing employees
B.
Increase the velocity of Teams
C.
Communicate successes, failures, and lessons learned
Sustaining improvements in Agile Service Management requires fostering a culture of learning, feedback, and collaboration. Simplyincreasing the velocity of teamsdoes not inherently sustain improvements and can sometimes lead to burnout if not managed properly.
A.Incorrect. Ongoing training equips employees with the skills needed to adapt to changes, which sustains improvements.
B.Correct.While increasing velocity is desirable, it does not directly sustain improvements and may have negative impacts without adequate support.
C.Incorrect. Sharing successes and lessons learned builds a culture of continuous improvement.
D.Incorrect. Soliciting feedback ensures that changes remain relevant and effective, a key factor in sustaining improvements.
References:
ITIL 4: Continuous Improvement principles.
Scrum and Agile: Importance of sustainable delivery practices.
Question # 11
Intelligent automation requires which initial element?
Intelligent automationbegins withintelligent processesthat are designed to adapt and respond to dynamic needs, supported by automation tools and resilient technology.
A.Correct.The foundation of intelligent automation is a process designed with adaptability and efficiency in mind.
B.Incorrect. Tools are important but secondary to having a well-designed process.
C.Incorrect. Resilient technology supports automation but does not serve as the starting point.
D.Incorrect. Resilient processes are an outcome of intelligent process design.
References:
ITIL 4: Role of intelligent automation in service management.
Agile and DevOps: Process-first approach to automation.
Question # 12
How does the Agile Service Manager serve the Team?
The Agile Service Manager primarily serves the team byremoving impedimentsthat block progress and ensuring smooth delivery. Let’s assess the options:
A.Incorrect. While customer focus is important, this responsibility lies with the Product Owner or similar roles, not primarily the Agile Service Manager.
B.Incorrect. Writing user stories is a responsibility of the Product Owner or team members, not the Agile Service Manager.
C.Correct.The Agile Service Manager supports the team by identifying and eliminating obstacles to ensure their progress and efficiency.
D.Incorrect. While some aspects are relevant, only C accurately reflects the primary role of an Agile Service Manager.
References:
Scrum Guide 2020: Role of the Scrum Master in removing impediments.
