Know How to Select and Use the Appropriate Methods and Techniques to Direct, Plan and Improve Value Streams and Practices. ITIL-4-STRATEGIC-LEADER-MODULES Practice Questions (Page 2)

Questions 6–10

1. 6foundation · easy

   Which of the following is one of the seven wastes commonly targeted in value stream improvement?

   • AAutomation
   • BInnovation
   • CCollaboration
   • DOverproduction
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2. 7application · medium

   An e-commerce company has implemented a new order processing value stream. After three months, the team notices that the average order processing time has not improved as expected. The team has been collecting data on processing time, but they have not shared the results with the operational staff who perform the work. The operations manager wants to improve performance. What should the manager do first?

   • AShare the current performance data with the operational staff and solicit their feedback on what is causing the delays.
   • BChange the performance metrics to ones that are easier to achieve.
   • CIncrease the processing speed target to motivate the staff to work faster.
   • DReplace the current value stream with a completely new one designed by external consultants.
   Reveal Solution Discussion Select an answer first
4. 8foundation · easy

   Which ITIL guiding principle is most closely associated with the use of feedback loops?

   • AStart Where You Are
   • BFocus on Value
   • CProgress Iteratively with Feedback
   • DOptimize and Automate
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5. 9expert · hard

   A global company is redesigning its IT service desk value stream. The team has focused on the Information & Technology dimension by implementing a new AI-based chatbot to handle common requests. However, the chatbot is not resolving issues effectively because the knowledge base is outdated and the service desk agents are not trained to use the chatbot's analytics. The company wants to improve the chatbot's performance. Which of the four dimensions should the team address to improve the chatbot's effectiveness?

   • AInformation & Technology — the chatbot needs more advanced AI features.
   • BValue Streams & Processes — the chatbot should be removed from the value stream.
   • CPartners & Suppliers — the chatbot vendor should be replaced.
   • DOrganizations & People — the agents need to be trained to use the chatbot's analytics and the knowledge base needs to be updated.
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6. 10expert · hard

   An insurance company's value stream for processing claims shows that the process has a bottleneck at the claims approval step, where a single senior manager must approve all claims over a certain amount. This causes significant delays. The company is considering two options: (1) increase the approval threshold so fewer claims require senior approval, or (2) train more managers to approve claims. The company wants to reduce delays but is concerned about increasing fraud risk. Which option best balances speed and risk?

   • AIncrease the approval threshold to reduce the number of claims needing senior approval, accepting the increased fraud risk.
   • BKeep the process as is because any change would increase risk.
   • CTrain more managers to approve claims, increasing approval capacity without changing the threshold.
   • DEliminate the approval step entirely to speed up the process.
   Reveal Solution Discussion Select an answer first