Know How to Embed Continual Improvement at All Levels of the SVS (5, 5.1-3, the Continual Improvement Practice 2.4.1.3) ITIL-4-STRATEGIC-LEADER-MODULES Practice Questions (Page 1)

Questions 1–5

1. 1application · medium

   A hospital's IT department receives many improvement suggestions from staff, but they are not acted upon. The continual improvement manager wants to establish a systematic approach to handle these suggestions. Which action should be taken first?

   • AImplement all suggestions immediately to show responsiveness.
   • BCreate a central register to log and assess all improvement suggestions.
   • CFocus only on suggestions that come from senior management.
   • DAssign a single person to handle all suggestions.
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2. 2application · medium

   A logistics company has implemented several improvement initiatives, but the leadership team is unsure if they have been successful. The continual improvement manager needs to evaluate the outcomes. Which approach should be used?

   • ADefine and track KPIs for each initiative before and after implementation.
   • BAsk each team to report their own success informally.
   • CCompare the number of improvements implemented to the number planned.
   • DRely on customer satisfaction surveys only.
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4. 3expert · hard

   A multinational corporation has a decentralized structure with regional IT teams. The corporate office wants to embed continual improvement across the SVS, but regional teams have different priorities and limited resources. The continual improvement manager must balance the need for global alignment with local autonomy. Which approach best achieves this balance?

   • AEstablish global improvement objectives and allow regions to define local initiatives that contribute to them.
   • BLet each region manage its own improvements without corporate oversight.
   • CMandate a single global improvement plan for all regions.
   • DCreate a central improvement team that implements improvements in all regions.
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5. 4foundation · easy

   Which of the following is a key activity of the continual improvement practice?

   • ADefining improvement initiatives
   • BManaging user access to services
   • CConfiguring network devices
   • DResolving incidents within agreed times
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6. 5foundation · easy

   Which statement best describes how continual improvement supports the overall service management approach?

   • AIt ensures that services and practices are constantly evolving to meet changing needs
   • BIt is only relevant during major organizational changes
   • CIt is primarily concerned with documenting processes
   • DIt focuses only on reducing costs
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