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 6)

Questions 26–29

1. 26application · medium

   A government agency wants to improve its citizen service portal. The improvement team has been asked to use the ITIL continual improvement model. They have defined the vision and assessed the current state. However, they are unsure how to handle the fact that the portal is used by multiple departments, each with different requirements. What should the team do?

   • AProceed with the improvement and address departmental needs after implementation.
   • BAsk the IT department to decide on the improvement without involving business departments.
   • CFocus on the department with the most complaints and ignore the others.
   • DInvolve representatives from all departments in the planning and target-setting.
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2. 27application · medium

   An IT organization is planning to improve its change enablement practice. The improvement team has defined a vision and assessed the current state. They are now about to agree on targets and create an improvement plan. However, they realize that the change management process is tightly coupled with the service desk and incident management practices, and any change to the process will affect those teams. What should the improvement team do to ensure the improvement is effective?

   • AInvolve representatives from the service desk and incident management in the planning and target-setting.
   • BProceed with the plan and inform the other teams after implementation.
   • CAsk the change manager to make the decision alone to avoid delays.
   • DFocus only on the change enablement practice and ignore the dependencies.
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4. 28application · medium

   A healthcare provider wants to improve its patient appointment scheduling process. The improvement team has been asked to use the ITIL continual improvement model. They have defined the vision and assessed the current state. However, they are unsure how to ensure that the improvement aligns with the organization's overall strategy and governance. What should the team do?

   • AReview the organization's strategy and governance policies to ensure the improvement is aligned.
   • BAsk the IT department to approve the improvement without involving business stakeholders.
   • CFocus only on the process and ignore the organization's strategy.
   • DProceed with the improvement without considering governance, since it is an operational matter.
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5. 29application · medium

   A regional bank has completed a six-month project to migrate its core banking application to a new platform. The project was delivered on time and within budget, and the service desk reports a 30% reduction in incident volume. However, the bank's leadership team is unsure whether the migration achieved the intended business outcomes, such as faster loan processing and improved customer satisfaction. According to the ITIL continual improvement model, what should the bank do next?

   • ARevisit the vision and objectives defined at the start of the improvement initiative and evaluate the outcomes against them.
   • BReport the incident reduction to leadership and declare the improvement complete.
   • CImmediately start a new improvement initiative to address the remaining incidents.
   • DClose the project and move on, since the incident reduction proves success.
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