PeopleCert · ITIL 4 Foundation
Guiding principles, part 2
ITIL 4 Foundation · Lesson 4 of 14 · 22:13
YouTube loads only after you press play. This chapter opens at its timestamp in the full course. Watch on YouTube ↗
In this lesson
Prepare for the ITIL 4 Foundation exam. In this lesson: the last three guiding principles, think and work holistically, keep it simple and practical, and optimize and automate, and how the seven principles interact. Includes three original practice questions, with Wrenfield Water, a fictional water company, as the example.
Preview the topics
- Wrenfield’s monthly service report has thirty charts, but managers only look at three. The team removes the charts that nobody uses, to keep the report as short as possible. Which principle is applied?
- Wrenfield wants a script for password reset requests. The team first removes three approval steps that add no value, then automates what is left, and keeps a person for locked admin accounts. Which principle does this follow?
- Wrenfield adds a new online payment option. Before launch, the team also checks the call center scripts, the bank’s interface, the accounting reports, and the training of the billing staff. Which principle is the team applying?