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 3)

Questions 11–15

1. 11application · medium

   A logistics company is improving its delivery value stream. The team has identified that the current process has many manual steps and a high error rate. They have a limited budget and want to see improvements quickly. The team is considering a large-scale automation project that would take a year to implement. Which approach best aligns with the guiding principles?

   • AFocus only on automating the steps that are easiest to automate, regardless of their impact on errors.
   • BImplement the full automation project immediately to achieve the best long-term result.
   • CStart with small, incremental improvements to the most error-prone manual steps, then build on the feedback.
   • DDelay all improvements until the full automation project is complete to avoid rework.
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2. 12application · medium

   A bank has implemented a new loan approval value stream. The team has set up a dashboard showing key metrics such as approval time and customer satisfaction. However, the team only reviews the dashboard at the end of each quarter. The bank wants to improve the process continuously. What should the team do to better utilize feedback?

   • AWait for the quarterly review to make any changes to avoid disruption.
   • BOnly focus on the approval time metric and ignore other data.
   • CStop collecting customer satisfaction data because it is subjective.
   • DReview the dashboard more frequently, such as weekly, and take action on the trends.
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4. 13foundation · easy

   In the context of workflow optimization, what is a bottleneck?

   • AA step that is performed by an external supplier
   • BA step that adds value to the product or service
   • CA point in the process where work accumulates because the step cannot handle the volume
   • DA step that is automated
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5. 14expert · hard

   A manufacturing company has a value stream for producing a custom product. The current-state map shows that the process has 15 steps, but only 5 of them directly add value to the product. The other 10 steps are inspections, approvals, and rework. The company has a strict regulatory requirement to maintain certain inspections and approvals. The team wants to improve efficiency without violating regulations. Which approach best balances the need for improvement with the regulatory constraints?

   • AKeep all 15 steps because any change might risk non-compliance.
   • BAutomate all 10 non-value-adding steps to make them faster, without changing the process.
   • CAnalyze each non-value-adding step to determine which are required for compliance and which are redundant, then eliminate only the redundant ones.
   • DEliminate all non-value-adding steps to maximize efficiency, regardless of regulatory requirements.
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6. 15expert · hard

   A software company's value stream for releasing a new version shows that the team spends 20% of its time on rework due to defects found during testing. The team is considering two options: (1) invest in automated testing to catch defects earlier, or (2) invest in better training for developers to reduce defects at the source. The company has a limited budget and can only fund one initiative. The team wants to reduce rework waste most effectively. Which approach should they choose?

   • AInvest in both initiatives equally, even though the budget only allows for one.
   • BInvest in automated testing because it will catch defects faster and reduce testing time.
   • CInvest in developer training because it addresses the root cause of defects, reducing the need for rework at the source.
   • DDo nothing and accept the rework as a normal part of the process.
   Reveal Solution Discussion Select an answer first