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 3)

Questions 11–15

1. 11foundation · easy

   What is the first step in the ITIL continual improvement model?

   • AWhat is the vision?
   • BDid we get there?
   • CWhere are we now?
   • DHow do we get there?
   Reveal Solution Discussion Select an answer first
2. 12foundation · easy

   What is the primary purpose of the improvement register in ITIL 4?

   • ATo record all incidents and service requests reported by users.
   • BTo track the financial budget for all IT projects.
   • CTo store the organization's strategic plans and objectives.
   • DTo capture, assess, and manage improvement opportunities and track their progress.
   Reveal Solution Discussion Select an answer first
4. 13application · medium

   A manufacturing company wants to improve its equipment maintenance process. The desired outcome is 'Reduce unplanned downtime by 20%.' Which metric is most appropriate to measure the achievement of this outcome?

   • ANumber of maintenance work orders completed per month.
   • BAverage time between equipment failures (MTBF) and average repair time (MTTR).
   • CEmployee satisfaction survey scores for the maintenance team.
   • DPercentage of maintenance budget spent on spare parts.
   Reveal Solution Discussion Select an answer first
5. 14foundation · easy

   Which of the following is an example of a relevant and actionable KPI for the outcome 'improve customer satisfaction'?

   • AThe total number of IT projects completed in the year.
   • BThe color of the company logo.
   • CCustomer satisfaction score (CSAT) measured monthly via surveys.
   • DThe number of employees in the customer service department.
   Reveal Solution Discussion Select an answer first
6. 15foundation · easy

   Which of the following is a valid reason to adjust the priority of a desired outcome?

   • AThe improvement team is tired of working on the current outcome.
   • BNew performance data shows that the outcome is no longer aligned with strategic objectives.
   • CThe original outcome was too easy to achieve.
   • DA competitor has a similar improvement initiative.
   Reveal Solution Discussion Select an answer first