Guiding Principles Quiz

A support team prioritizes an incident related to an online shopping platform that generates the most revenue for the business. Which guiding principle is most applicable?

• Start Where You Are

• Focus on Value

• Keep it Simple and Practical

• Optimize and Automate

A team introduces small improvements to their existing monitoring system rather than replacing it with a new tool. Which guiding principle is most applicable?

• Start Where You Are

• Collaborate and Promote Visibility

• Think and Work Holistically

• Progress Iteratively with Feedback

A company automates its password reset process to handle repetitive requests more efficiently. Which guiding principle is most applicable?

• Optimize and Automate

• Keep it Simple and Practical

• Focus on Value

• Think and Work Holistically

After each major incident, a post-incident review is held, and feedback is used to improve the incident management process. Which guiding principle is most applicable?

• Progress Iteratively with Feedback

• Collaborate and Promote Visibility

• Think and Work Holistically

• Start Where You Are

The service desk reduces the number of incident categories from 20 to 5 to make the system easier to use for agents. Which guiding principle is most applicable?

• Keep it Simple and Practical

• Start Where You Are

• Optimize and Automate

• Focus on Value

A problem management team shares its root cause analysis results with other departments, ensuring everyone is aware of the issue and potential solutions. Which guiding principle is most applicable?

• Collaborate and Promote Visibility

• Think and Work Holistically

• Focus on Value

• Optimize and Automate

The IT team develops a simple, automated tool to monitor system performance and automatically alert the team if thresholds are breached. Which guiding principle is most applicable?

• Optimize and Automate

• Keep it Simple and Practical

• Progress Iteratively with Feedback

• Start Where You Are

The service desk ensures that it is providing the best customer experience by keeping users updated during service interruptions. Which guiding principle is most applicable?

• Focus on Value

• Think and Work Holistically

• Collaborate and Promote Visibility

• Keep it Simple and Practical

A service improvement team analyzes historical data on incident resolution times before making changes to the process. Which guiding principle is most applicable?

• Start Where You Are

• Focus on Value

• Think and Work Holistically

• Progress Iteratively with Feedback

The IT department avoids introducing a complex new ticketing process and instead simplifies the current system to speed up incident logging. Which guiding principle is most applicable?

• Keep it Simple and Practical

• Progress Iteratively with Feedback

• Collaborate and Promote Visibility

• Focus on Value