Know How to Conduct ITIL-4-STRATEGIC-LEADER-MODULES Practice Questions (Page 4)

Questions 16–20

1. 16application · medium

   During an improvement review, the team is discussing a failed initiative to implement a new monitoring system. The vendor's product did not meet the requirements, and the project was cancelled. The team is frustrated and wants to blame the vendor. What should the facilitator do to ensure the review is productive?

   • AEnd the review early and schedule a separate meeting to discuss the vendor issue.
   • BAllow the team to express their frustration and then move on to the next agenda item.
   • CRedirect the discussion to focus on what the organization learned about its requirements and vendor selection process.
   • DDocument the vendor's failure and recommend legal action.
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2. 17foundation · easy

   Which of the following is an example of analyzing lessons learned?

   • ARecording the final budget of the improvement initiative
   • BClosing the project management office for the initiative
   • CSending a thank-you note to all participants of the initiative
   • DIdentifying that a lack of stakeholder engagement caused delays in the initiative
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4. 18expert · hard

   A service provider has a culture where failures are often hidden to avoid blame. During an improvement review, a team member hesitantly mentions a mistake that contributed to a project delay. The manager wants to encourage openness and ensure lessons are learned. What is the most effective action?

   • AThank the team member for their honesty and emphasize that the purpose of the review is to learn, not to blame.
   • BMove on quickly to avoid making the team member uncomfortable.
   • CDocument the mistake and ensure it is included in the employee's performance review.
   • DAsk the team member to provide a detailed explanation of the mistake to the group.
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5. 19application · medium

   An improvement review is being conducted for a service desk improvement project. The project aimed to reduce first-contact resolution time, but the results were mixed. The review facilitator wants to gather both quantitative and qualitative data. Which approach best supports this goal?

   • AOnly review the performance metrics to avoid subjective opinions.
   • BSend a survey to customers to assess their satisfaction, and skip the internal review.
   • CAnalyze the performance metrics and conduct a facilitated discussion with service desk agents to understand the reasons behind the results.
   • DOnly conduct a discussion with agents, as they know the real situation.
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6. 20foundation · easy

   Which of the following is a recommended technique for conducting an improvement review?

   • AFacilitating an open discussion with stakeholders to gather diverse perspectives
   • BRelying solely on quantitative metrics without qualitative input
   • CConducting the review without any preparation to ensure spontaneity
   • DAvoiding discussion of failures to maintain team morale
   Reveal Solution Discussion Select an answer first