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 5)

Questions 21–25

1. 21application · medium

   A university's IT department wants to improve its service desk practice. The improvement team has defined the vision and assessed the current state. They have identified that the service desk's knowledge management is poor, leading to repeated incidents. The team is now considering how to apply the continual improvement model. What should the team do to ensure the improvement is effective?

   • AImplement a new knowledge management tool immediately to solve the problem.
   • BDefine measurable targets and create an improvement plan that includes knowledge management and related practices.
   • CFocus only on the knowledge management process and ignore other practices.
   • DAsk the service desk manager to decide on the improvement without involving other stakeholders.
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2. 22application · medium

   An insurance company is using the ITIL continual improvement model to improve its claims processing. The improvement team has defined the vision and assessed the current state. They are now ready to plan the improvement. However, they are concerned that the improvement may conflict with the organization's risk management policies. What should the team do?

   • AAsk the claims department to make the decision without involving risk management.
   • BProceed with the improvement and address any conflicts after implementation.
   • CIgnore the risk management policies because they are too restrictive.
   • DInvolve the risk management team in the planning to ensure alignment with policies.
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4. 23application · medium

   A logistics company has implemented a new route optimization system to reduce fuel costs. After three months, the operations manager reports that fuel costs have decreased by 8%, but the target was 15%. The improvement team is unsure whether to continue the initiative or stop it. According to the ITIL continual improvement model, what should the team do first?

   • AStop the initiative because the target was not met.
   • BSet a new, lower target to make the improvement appear successful.
   • CEvaluate the results against the defined targets and identify the reasons for the shortfall.
   • DImmediately implement additional route optimization features to close the gap.
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5. 24foundation · easy

   In the continual improvement model, what is evaluated in the 'Did we get there?' step?

   • AThe budget allocated for the improvement
   • BThe outcomes of the improvement against the defined objectives
   • CThe current state of the organization
   • DThe vision and mission of the organization
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6. 25foundation · easy

   Which component of the SVS can be improved using the ITIL continual improvement model?

   • AOnly the governance structure
   • BOnly the value streams
   • CAny component, including processes, practices, and value streams
   • DOnly the practices
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