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 5)

Questions 21–25

1. 21application · medium

   A healthcare provider wants to establish a culture of continual improvement. The leadership team is unsure who should be responsible for driving improvement initiatives. Which role is most important to ensure that improvement is embedded in the organization?

   • AExternal consultants should be hired to manage all improvements.
   • BThe CEO should personally lead every improvement initiative.
   • CA continual improvement manager should coordinate and facilitate improvement initiatives.
   • DEach department should have its own improvement team without central coordination.
   Reveal Solution Discussion Select an answer first
2. 22foundation · easy

   What is the primary responsibility of the continual improvement manager?

   • ATo approve all changes to the IT infrastructure
   • BTo resolve incidents and service requests
   • CTo lead and coordinate improvement initiatives across the organization
   • DTo manage the organization's financial budget
   Reveal Solution Discussion Select an answer first
4. 23application · medium

   A public sector organization has a vision to improve citizen satisfaction. The continual improvement manager wants to ensure that improvement initiatives at all levels contribute to this vision. Which action is most effective?

   • ASet specific improvement targets for each department that align with the vision.
   • BFocus on improving internal processes only, as they are easier to measure.
   • CEncourage departments to set their own improvement goals independently.
   • DUse a single KPI for the entire organization to measure success.
   Reveal Solution Discussion Select an answer first
5. 24expert · hard

   A mid-sized company is establishing a continual improvement practice. They have limited resources and cannot afford a full-time continual improvement manager. The CEO wants to ensure that improvement is still embedded in the organization. Which approach is most effective?

   • ARely on each team to manage their own improvements without a coordinator.
   • BHire a full-time continual improvement manager despite the cost.
   • COutsource the continual improvement practice to a consulting firm.
   • DAssign the role of continual improvement manager to an existing manager as a part-time responsibility.
   Reveal Solution Discussion Select an answer first
6. 25application · medium

   A bank has implemented a new mobile banking app. The continual improvement manager wants to evaluate whether the app has improved customer satisfaction. Which metric is most appropriate for this evaluation?

   • ANumber of app downloads.
   • BCustomer satisfaction score (CSAT) from in-app surveys.
   • CAverage time spent in the app.
   • DNumber of app crashes per month.
   Reveal Solution Discussion Select an answer first