A logistics company wants to reduce fuel costs for its delivery fleet. The improvement team has defined the desired outcome: 'Reduce fuel consumption per delivery by 10% within one year.' According to the ITIL 4 continual improvement model, what should the team do immediately after defining this desired outcome?

Communicate the desired outcome to all delivery drivers and gather their feedback.

Implement a route-optimization software to immediately start reducing fuel usage.

Define metrics and KPIs to measure fuel consumption per delivery.

Assess the current state of fuel consumption and identify the gap between current and desired performance.

A regional bank wants to improve its loan-approval process. The operations manager proposes a goal: 'Make loan approvals faster and better for customers.' The head of strategy insists the improvement must start with clearly defined desired outcomes. Which statement best defines the desired outcomes for this initiative?

Implement a new loan-origination software platform to automate manual data entry and document verification.

Improve the efficiency and effectiveness of the entire loan-approval value stream.

Increase the number of loan applications processed per month from 500 to 700.

Reduce average loan-approval time from 10 days to 4 days and increase customer satisfaction scores by 15% within six months.

ITIL 4 Strategic Leader

Domain 4Objective 4

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 7)

Part of the Understand and know how to use the key principles and methods of continual improvement for all types of improvements domain, which makes up ~13% of our current practice bank.

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Questions 31–32

31application · medium
A logistics company wants to reduce fuel costs for its delivery fleet. The improvement team has defined the desired outcome: 'Reduce fuel consumption per delivery by 10% within one year.' According to the ITIL 4 continual improvement model, what should the team do immediately after defining this desired outcome?
Select an answer first
32application · medium
A regional bank wants to improve its loan-approval process. The operations manager proposes a goal: 'Make loan approvals faster and better for customers.' The head of strategy insists the improvement must start with clearly defined desired outcomes. Which statement best defines the desired outcomes for this initiative?
Select an answer first

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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 7)

Questions 31–32

Keep studying — Understand and know how to use the key principles and methods of continual improvement for all types of improvements