Know How to Define and Prioritize Desired Outcomes of an Improvement (the Continual Improvement Practice 2.4.2.2, Core Guidance 5.2, 5.4, 5.4.1-3, 5.4.3.1) ITIL-4-STRATEGIC-LEADER-MODULES Practice Questions (Page 1)

Questions 1–5

1. 1foundation · easy

   Which of the following is a key principle of the continual improvement practice in ITIL 4?

   • AMinimize change
   • BMaximize automation
   • CFocus on value
   • DCentralize decision-making
   Reveal Solution Discussion Select an answer first
2. 2application · medium

   An e-commerce company wants to improve its website's page load time. The desired outcome is 'Reduce page load time from 4 seconds to 2 seconds.' Which KPI is most appropriate to measure this outcome?

   • AAverage page load time measured in seconds across all pages.
   • BPercentage of website uptime per month.
   • CNumber of website visitors per day.
   • DNumber of support tickets related to website issues.
   Reveal Solution Discussion Select an answer first
4. 3foundation · easy

   Why is it important to review and adjust the priorities of desired outcomes during an improvement initiative?

   • ABecause circumstances, feedback, and performance data may change, requiring a re-evaluation of what is most important.
   • BBecause the initial priorities are always wrong and need to be corrected.
   • CBecause stakeholders will never be satisfied with the original outcomes.
   • DBecause it is a mandatory step in the ITIL continual improvement model.
   Reveal Solution Discussion Select an answer first
5. 4application · medium

   A retail bank's improvement register contains an item: 'Improve mobile app login speed.' The item has been in the register for a year with no action. During a review, the team discovers that a recent app update has already resolved the issue. What should the team do with this register item?

   • AClose the item and record the outcome, noting that the issue was resolved by the app update.
   • BKeep the item open to ensure the improvement is formally completed through the process.
   • CRe-prioritize the item as high priority to ensure it is addressed.
   • DDelete the item from the register because it is no longer relevant.
   Reveal Solution Discussion Select an answer first
6. 5application · medium

   A financial services firm wants to embed continual improvement into its daily operations. The COO asks the improvement lead to explain the scope of the continual improvement practice. Which statement best describes the scope?

   • AIt applies only to improvement initiatives that are approved by senior management.
   • BIt applies only to processes that have been formally documented.
   • CIt applies to all aspects of the organization, including products, services, processes, and the organization itself.
   • DIt applies only to IT services and their supporting infrastructure.
   Reveal Solution Discussion Select an answer first