Know How to Use the ITIL Continual Improvement Model to Improve the Service Value System or Any Part of the SVS (Chapter 5 Including Subsections) ITIL-4-STRATEGIC-LEADER-MODULES Practice Questions (Page 2)

Questions 6–10

1. 6application · medium

   A software company has been making small, incremental improvements to its incident management practice every quarter. Now, the CEO wants a breakthrough improvement that will fundamentally change how the company handles major incidents, including a new 24/7 support model and a new incident command structure. The improvement team is unsure how to apply the continual improvement model to this larger change. What should the team do?

   • ASkip the model because it is only designed for incremental improvements.
   • BUse the same model but allow more time and resources for the breakthrough improvement.
   • CStart with implementation and evaluate later to save time.
   • DApply a different, proprietary framework because the model cannot handle large changes.
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2. 7application · medium

   A telecommunications company has implemented a new customer onboarding process. The improvement team defined a target of reducing onboarding time from 10 days to 5 days. After three months, the average onboarding time is 6 days. The team is evaluating the results. What should the team do according to the ITIL continual improvement model?

   • ASet a new target of 6 days to match the current performance.
   • BDeclare the improvement successful because the time was reduced.
   • CAnalyze the reasons for the gap and decide whether further improvements are needed.
   • DStop the improvement because the target was not met.
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4. 8foundation · easy

   What is the primary purpose of the ITIL continual improvement model?

   • ATo provide a structured approach for improving the service value system or any part of it
   • BTo replace the need for other ITIL practices
   • CTo ensure all improvements are transformational
   • DTo define the exact steps for implementing a new service
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5. 9expert · hard

   A hospital is using the ITIL continual improvement model to improve its patient discharge process. The improvement team has defined the vision and assessed the current state. They have identified that the process involves multiple departments, including nursing, pharmacy, and billing. The team is now planning the improvement. However, the hospital's governance board has mandated that patient safety must not be compromised. What should the team do?

   • AInvolve clinical staff and safety officers in the planning to ensure patient safety is maintained.
   • BAsk the hospital administrator to make the decision without involving clinical staff.
   • CFocus only on improving the process and ignore safety concerns.
   • DProceed with the improvement and address safety concerns after implementation.
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6. 10expert · hard

   A manufacturing company has been making incremental improvements to its production line for years. Now, the CEO wants a breakthrough improvement that will introduce fully automated assembly, which is a transformational change. The improvement team is concerned that the existing culture is resistant to such a large change. What should the team do?

   • AProceed with the improvement without addressing the cultural resistance.
   • BAbandon the improvement because the culture is not ready.
   • CUse the continual improvement model but invest more time in stakeholder engagement and communication.
   • DImplement the change quickly to minimize resistance.
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