Understand the Differences Between Value Streams and Practices and How Those Differences Impact Direction, Planning and Improvement (3.3, 3.3.1-2, 7.3.3, 7.3.3.1-3) ITIL-4-STRATEGIC-LEADER-MODULES Practice Questions (Page 1)

Questions 1–5

1. 1expert · hard

   A logistics company's 'order fulfillment' value stream is slow. The team has mapped the flow and found that the 'inventory check' step is a bottleneck. The 'supplier management' practice is efficient, but the 'information security management' practice has strict access controls that slow down the inventory system. The 'workforce and talent management' practice is well-staffed. What should the improvement team do?

   • AReview the 'information security management' practice to streamline access controls without compromising security.
   • BImprove the 'supplier management' practice to speed up inventory replenishment.
   • CRedesign the 'order fulfillment' value stream to eliminate the 'inventory check' step.
   • DAdd more staff to the 'inventory check' step to speed up the process.
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2. 2application · medium

   An e-commerce company's 'product returns' value stream is experiencing high customer complaints. The team has mapped the flow and found that the 'return authorization' step takes 3 days, while the 'refund processing' step takes only 1 day. The 'service desk' practice is handling all customer inquiries about returns. What should the improvement team do?

   • AReduce the time for 'refund processing' to balance the flow.
   • BFocus on the 'return authorization' step because it is the bottleneck in the value stream.
   • CImprove the 'service desk' practice to handle customer inquiries faster.
   • DRedesign the entire value stream to remove the 'return authorization' step.
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4. 3foundation · easy

   In ITIL 4, what is the definition of a value stream?

   • AA series of steps an organization uses to create and deliver products and services to consumers
   • BA framework for managing IT services throughout their lifecycle
   • CA set of organizational resources designed for performing work or accomplishing an objective
   • DA collection of policies and rules that govern how an organization operates
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5. 4foundation · easy

   When planning process design, what should be the primary consideration?

   • AThe latest industry trends
   • BThe preferences of the IT department
   • CThe existing practices and their processes
   • DThe value streams that need to be supported
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6. 5expert · hard

   A software development company is experiencing delays in its 'software release' value stream. The 'deployment management' practice is efficient, but the 'change enablement' practice requires multiple approvals, causing bottlenecks. The 'incident management' practice is also underperforming, with frequent escalations. The company has limited improvement resources. What should the improvement team focus on?

   • AImprove both 'change enablement' and 'incident management' practices simultaneously.
   • BImprove the 'change enablement' practice to streamline approvals and reduce the bottleneck in the value stream.
   • CImprove the 'incident management' practice to reduce escalations.
   • DRedesign the 'software release' value stream to eliminate the 'change enablement' practice.
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