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 6)

Questions 26–30

1. 26application · medium

   An IT department maintains an improvement register with 50 open items. During a quarterly review, the team notices that several high-priority items have not progressed for months, while lower-priority items have been completed. What should the team do to improve the use of the register?

   • AMove all high-priority items to a separate spreadsheet to give them more visibility.
   • BAssign a single person to work on the high-priority items until they are completed.
   • CReview and re-prioritize the items in the register based on current business needs and available resources.
   • DRemove all items that have not progressed for more than three months.
   Reveal Solution Discussion Select an answer first
2. 27foundation · easy

   An organization has two potential improvement outcomes: Outcome A has high impact but low feasibility, and Outcome B has moderate impact but high feasibility. According to prioritization principles, which outcome should typically be prioritized first?

   • ANeither outcome should be pursued because neither has both high impact and high feasibility.
   • BBoth outcomes should be pursued simultaneously with equal resources.
   • COutcome A, because high impact is always the most important factor.
   • DOutcome B, because it is more feasible and still provides moderate impact.
   Reveal Solution Discussion Select an answer first
4. 28application · medium

   A telecom company wants to improve its customer support experience. The support manager suggests the outcome: 'Customers should be happier with our support.' The product owner suggests: 'Reduce average resolution time from 2 days to 1 day.' The CEO wants to know which outcome is better defined. Which outcome is better defined and why?

   • ABoth are equally well-defined because they both relate to customer support.
   • BThe support manager's outcome, because it directly reflects customer sentiment.
   • CNeither is well-defined because they do not include a financial target.
   • DThe product owner's outcome, because it is specific and measurable, making it easier to track and evaluate.
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5. 29foundation · easy

   What is the most important characteristic of a well-defined desired outcome for an improvement initiative?

   • AIt is expressed in clear, measurable terms that align with stakeholder needs and organizational goals.
   • BIt is based on the personal preferences of the improvement team members.
   • CIt is identical to the key performance indicators (KPIs) used to measure progress.
   • DIt describes the specific activities and tasks that will be performed during the improvement.
   Reveal Solution Discussion Select an answer first
6. 30application · medium

   A government agency has three improvement outcomes on its register: (1) reduce permit processing time, (2) increase citizen satisfaction with online services, and (3) reduce operational costs. The agency has limited budget and must deliver results within the current fiscal year. Which outcome should be prioritized?

   • AReduce permit processing time, because it is likely to have the highest impact on citizens and can be achieved with process changes rather than new technology.
   • BReduce operational costs, because it will free up budget for other improvements.
   • CIncrease citizen satisfaction, because it is the most visible to the public.
   • DPrioritize all three equally, because they are all important to the agency.
   Reveal Solution Discussion Select an answer first