A software company's strategic goal is to reduce customer churn. The continual improvement manager wants to ensure that improvement initiatives at all levels of the SVS align with this goal. Which approach best ensures alignment from strategic to operational improvements?

Prioritize improvements that are easiest to implement.

Focus improvement efforts on IT infrastructure to reduce costs.

Let each team choose improvements based on their own priorities.

Use the strategic goal to define improvement objectives and cascade them to all levels.

Which of the following stakeholders is typically involved in continual improvement activities?

Only the continual improvement manager

A telecommunications company has identified a need to improve its service desk performance. The continual improvement manager wants to define an improvement initiative. Which step should be taken first?

Conduct a current state assessment to understand the service desk's performance.

Set a target for first-call resolution without analyzing the current baseline.

Assign a team to brainstorm potential solutions.

Implement a new ticketing system immediately.

An insurance company is implementing a new claims processing system. The continual improvement manager wants to ensure that improvements to the system are coordinated with change enablement and release management. Which approach best supports this coordination?

Allow developers to deploy improvements directly to production without review.

Use the change enablement practice to assess and approve all improvements to the system.

Create a separate improvement process that bypasses change management.

Focus only on improvements that do not require changes to the system.

At which levels of the Service Value System (SVS) does continual improvement apply?

At all levels, from strategic to operational

ITIL 4 Strategic Leader

Domain 4Objective 7

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 2)

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 6–10

6application · medium
A software company's strategic goal is to reduce customer churn. The continual improvement manager wants to ensure that improvement initiatives at all levels of the SVS align with this goal. Which approach best ensures alignment from strategic to operational improvements?
Select an answer first
7foundation · easy
Which of the following stakeholders is typically involved in continual improvement activities?
Select an answer first
8application · medium
A telecommunications company has identified a need to improve its service desk performance. The continual improvement manager wants to define an improvement initiative. Which step should be taken first?
Select an answer first
9application · medium
An insurance company is implementing a new claims processing system. The continual improvement manager wants to ensure that improvements to the system are coordinated with change enablement and release management. Which approach best supports this coordination?
Select an answer first
10foundation · easy
At which levels of the Service Value System (SVS) does continual improvement apply?
Select an answer first

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