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 collaboration and 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.
Reference:
ITIL 4 Guiding Principles: Axelos ITIL 4 Foundation materials.
