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 5)

Questions 21–25

1. 21foundation · easy

   Which statement correctly describes the purpose of the four dimensions of service management?

   • AThey provide a holistic view of all factors that must be considered when creating and delivering value.
   • BThey are a set of metrics used to measure the performance of a service provider.
   • CThey are a framework for managing only the technology components of a service.
   • DThey are a set of sequential steps that must be completed in order to deliver a service.
   Reveal Solution Discussion Select an answer first
2. 22application · medium

   A manufacturing company's value stream map for order fulfillment shows that 30% of orders are returned due to incorrect items being shipped. The picking process relies on handwritten notes from the sales team, and the packing team often misreads them. The company wants to reduce returns. Which type of waste is the primary issue, and what is the most effective improvement?

   • AMotion — rearrange the warehouse to reduce walking distance for pickers.
   • BWaiting — implement a faster conveyor system to move orders more quickly.
   • COverproduction — produce more items to compensate for the returns.
   • DDefects — replace handwritten notes with a digital order system that feeds directly to the picking and packing teams.
   Reveal Solution Discussion Select an answer first
4. 23application · medium

   A software company's value stream for releasing a new feature shows that code development takes 10 days, testing takes 5 days, and deployment takes 2 days. The testing team is often idle because they wait for code to be completed, and the deployment team waits for testing to finish. The company wants to shorten the overall lead time. Which approach would most directly improve the flow of work?

   • AReduce the deployment time by automating the deployment process.
   • BOverlap development and testing by having testers start on completed modules while development continues on others.
   • CCombine development and testing into a single role so the same person does both.
   • DIncrease the testing team's capacity by hiring more testers.
   Reveal Solution Discussion Select an answer first
5. 24foundation · easy

   Which ITIL guiding principle emphasizes breaking down large improvements into smaller, manageable steps that are reviewed regularly?

   • AFocus on Value
   • BThink and Work Holistically
   • CProgress Iteratively with Feedback
   • DStart Where You Are
   Reveal Solution Discussion Select an answer first
6. 25application · medium

   A call center's value stream for resolving customer complaints shows that calls are first handled by a level 1 agent, then escalated to level 2, and then to level 3 if needed. The level 1 agents are only able to resolve 20% of calls, and the rest are escalated. The level 2 and 3 teams are overloaded. The call center wants to improve efficiency. What is the most effective improvement?

   • AIncrease the number of calls that are automatically escalated to level 2.
   • BHire more level 2 and level 3 agents to handle the escalated calls.
   • CTrain level 1 agents to resolve a higher percentage of calls, reducing unnecessary escalations.
   • DEliminate the level 2 team and have level 3 handle all escalations directly.
   Reveal Solution Discussion Select an answer first