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 3)

Questions 11–15

1. 11expert · hard

   A financial services firm is using the ITIL continual improvement model to improve its incident management practice. The team has defined the vision and assessed the current state. They have identified that the mean time to restore service (MTRS) is 4 hours, and the target is 2 hours. The team is now planning the improvement. However, the firm's governance board has mandated that any change to the incident management process must not increase the risk of regulatory non-compliance. What should the team do?

   • AProceed with the improvement plan and address compliance issues after implementation.
   • BAsk the incident manager to make the decision without involving other teams.
   • CFocus only on reducing MTRS and ignore compliance concerns.
   • DInvolve the compliance and risk management teams in the planning to ensure the improvement is compliant.
   Reveal Solution Discussion Select an answer first
2. 12foundation · easy

   How does the ITIL continual improvement model accommodate different types of improvements, such as incremental and breakthrough?

   • AIt only supports incremental improvements
   • BIt requires a separate model for each type of improvement
   • CIt applies the same steps regardless of the improvement type
   • DIt only supports breakthrough improvements
   Reveal Solution Discussion Select an answer first
4. 13expert · hard

   A multinational corporation wants to improve its global IT service desk. The improvement team has defined the vision and assessed the current state. They have identified that the service desk operates differently in each region, leading to inconsistent service quality. The team is now planning the improvement. However, the corporation has a decentralized governance structure, and regional managers have significant autonomy. What should the team do?

   • AMandate a standardized process across all regions to ensure consistency.
   • BFocus on the regions with the most complaints and ignore the others.
   • CInvolve regional managers in the planning to gain buy-in and adapt the improvement to local contexts.
   • DAsk the global IT director to decide on the improvement without involving regional managers.
   Reveal Solution Discussion Select an answer first
5. 14foundation · easy

   Which type of improvement is characterized by a significant, fundamental change to the service value system?

   • ATransformational improvement
   • BIncremental improvement
   • CCorrective improvement
   • DBreakthrough improvement
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6. 15foundation · easy

   Which statement best describes the scope of the ITIL continual improvement model?

   • AIt applies to the entire service value system or any of its components
   • BIt applies only to IT service management processes
   • CIt applies only to external service providers
   • DIt applies only to major transformational changes
   Reveal Solution Discussion Select an answer first