ITIL v4: Identify the missing word in the following sentence.

The use of _____ should support, not replace, what is observed when using the start where you are guiding principle.

OPTIONS

• Measurement
• Tools
• Plans
• Process

Answer:

Measurement

Explanation:

The use of measurement is important to this principle. It should, however, be used to support the analysis of what has been observed rather than to replace it as overreliance on data analytics and reporting can unintentionally introduce biases and risks in decision-making.