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 4)

Questions 16–20

1. 16expert · hard

   A hospital is mapping its patient discharge value stream. The team has created a current-state map that shows the steps: doctor decides discharge, nurse prepares paperwork, pharmacy reviews medications, and patient is discharged. The map shows that the pharmacy review takes 4 hours, but the actual review only takes 30 minutes. The rest is waiting time. The team wants to reduce the discharge time. However, the pharmacy is also responsible for other critical tasks and cannot dedicate more staff to discharge reviews. Which improvement would be most effective given the constraint?

   • AMove the pharmacy review to an earlier step in the process so it overlaps with other activities.
   • BAsk the pharmacy to prioritize discharge reviews over other tasks.
   • CEliminate the pharmacy review step to save time.
   • DAdd more pharmacy staff to speed up the review process.
   Reveal Solution Discussion Select an answer first
2. 17application · medium

   A healthcare provider is redesigning its patient admission value stream. The project team consists only of IT staff and focuses exclusively on implementing a new electronic health record (EHR) system. The team assumes that the new system will automatically improve admission times. After implementation, admission times do not improve because nurses still use paper forms and the registration staff were not trained on the new system. Which of the four dimensions of service management was most neglected in this initiative?

   • AOrganizations & People — the staff were not trained and continued using old paper-based habits.
   • BValue Streams & Processes — the admission process was not mapped before the change.
   • CInformation & Technology — the EHR system was not integrated with other systems.
   • DPartners & Suppliers — the EHR vendor did not provide adequate support.
   Reveal Solution Discussion Select an answer first
4. 18application · medium

   A regional bank is mapping its mortgage approval value stream. The current-state map shows that loan applications are reviewed by credit risk, then by compliance, then by fraud detection, and finally by underwriting. Each review team re-enters applicant data into its own system, and applications wait an average of two days between each handoff. The bank wants to reduce the total cycle time. What should the team do first when analyzing the map?

   • AIdentify the longest waiting periods between steps and the duplicated data entry as the primary targets for improvement.
   • BAdd more staff to each review team to process applications faster in parallel.
   • CEliminate the compliance review step because it adds no value to the customer.
   • DRedesign the entire process from scratch without considering the current state, to ensure a clean break from legacy issues.
   Reveal Solution Discussion Select an answer first
5. 19expert · hard

   An IT service provider has implemented a new change management value stream. The team has set up a feedback mechanism where change requesters can rate their satisfaction after each change. However, the change management team has noticed that satisfaction scores are consistently low, but they do not know why. The team is considering sending a follow-up survey to requesters to gather more detailed feedback. The team is also under pressure to reduce the time spent on change management. Which approach best balances the need for feedback with the need for efficiency?

   • AStop collecting satisfaction feedback to save time and focus on speeding up the change process.
   • BIgnore the satisfaction scores because they are subjective and focus only on objective metrics like change success rate.
   • CAnalyze the existing low satisfaction scores to identify patterns, then conduct targeted interviews with a few requesters who gave low scores.
   • DSend a detailed follow-up survey to every requester after every change to get comprehensive feedback.
   Reveal Solution Discussion Select an answer first
6. 20application · medium

   A software development team is analyzing its value stream for delivering a new feature. The map shows that the team produces more features than the operations team can deploy, leading to a backlog of unreleased work. The operations team is overwhelmed and frequently has to stop deployment to fix urgent issues. Which type of waste is most evident in this scenario?

   • AWaiting — the operations team is waiting for features to be developed.
   • BOverproduction — the development team is creating more work than the downstream process can handle.
   • CDefects — the features have bugs that cause urgent fixes.
   • DMotion — the operations team is moving between tasks unnecessarily.
   Reveal Solution Discussion Select an answer first