An improvement lead argues that 'collaborate and promote visibility' means every decision must be agreed by all stakeholders before proceeding. How should this be corrected?
ITIL 4 Foundation, objective 2. The ITIL guiding principles hard
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The options
Not correct Visibility means publishing performance reports to executives, so stakeholder agreement is irrelevant
Visibility is broader than executive reporting; it means the work and its status are apparent to those who need to see it. And stakeholder involvement is far from irrelevant.
Not correct Collaboration applies only within the service provider organization, not to consumers or suppliers
Wrong in scope. The principle covers customers, users, suppliers and partners as well as internal teams.
Correct Collaboration does not require consensus; the aim is to involve the right people so that decisions are better informed
Correct. The principle is explicit that collaboration does not mean consensus. Insisting on unanimity slows decisions without improving them.
Not correct Collaboration should be replaced by clear escalation paths so that a single accountable owner decides everything
Single-owner decision-making is not the correction offered by this principle; the principle keeps the right people involved while accepting that not everyone must agree.
Why
The principle asks for the right people to be involved in the right roles, so that decisions draw on the information and buy-in that only those people can supply. It is explicit that collaboration is not the same as consensus: requiring everyone to agree before anything moves is a misreading that paralyses work.
Where this comes from
- Cited
- ITIL 4 syllabus clause 2
- What it says
- Collaborate and promote visibility: collaboration does not mean consensus.
Practise this
Reading one question is not practice. The trainer will draw a set from objective 2 and space the ones you get wrong.