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 2)

Questions 6–10

1. 6foundation · easy

   Which of the following best demonstrates a desired outcome that is linked to stakeholder value?

   • AUpgrade the customer relationship management (CRM) software to the latest version.
   • BHold a monthly meeting to discuss improvement ideas.
   • CIncrease the number of servers in the data center.
   • DReduce the time to onboard new employees from 5 days to 2 days, improving the experience for new hires and HR staff.
   Reveal Solution Discussion Select an answer first
2. 7application · medium

   A utility company is improving its outage-reporting process. The desired outcome is 'Reduce the time customers spend reporting an outage from 5 minutes to 2 minutes.' How does this outcome link to stakeholder value?

   • AIt reduces the workload of the customer service team.
   • BIt allows the company to process more outage reports per day.
   • CIt reduces the cost of the customer service operation.
   • DIt reduces customer effort and improves their experience during a stressful event.
   Reveal Solution Discussion Select an answer first
4. 8foundation · easy

   Which of the following is typically recorded in an improvement register?

   • AThe detailed network diagrams and infrastructure designs.
   • BThe status of each improvement opportunity (e.g., proposed, in progress, completed).
   • CThe personal performance reviews of employees.
   • DThe configuration items (CIs) and their relationships.
   Reveal Solution Discussion Select an answer first
5. 9foundation · easy

   When prioritizing desired outcomes for an improvement initiative, which criteria are most commonly used?

   • APopularity and tradition
   • BCost and color
   • CComplexity and novelty
   • DImpact and feasibility
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6. 10foundation · easy

   What is the purpose of defining metrics and KPIs for a desired outcome?

   • ATo provide a detailed plan of the activities required for the improvement.
   • BTo assign responsibility for the improvement to a specific team.
   • CTo replace the need for stakeholder feedback.
   • DTo measure the achievement of the outcome and track progress over time.
   Reveal Solution Discussion Select an answer first