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 3)

Questions 11–15

1. 11expert · hard

   A manufacturing company is mapping its 'production' value stream. The team has identified that the 'quality control' step is a bottleneck. The 'quality management' practice is well-documented, but the 'workforce and talent management' practice has a shortage of skilled inspectors. The 'supplier management' practice is also underperforming, causing delays in raw materials. What should the improvement team do?

   • AImprove the 'quality management' practice to streamline procedures.
   • BImprove the 'supplier management' practice to speed up raw material delivery.
   • CRedesign the 'production' value stream to remove the 'quality control' step.
   • DImprove the 'workforce and talent management' practice to hire or train more inspectors.
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2. 12application · medium

   A logistics company is mapping its 'order fulfillment' value stream. The team has identified the steps: receive order, pick items, pack items, ship items, and confirm delivery. Which of the following best describes how practices relate to this value stream?

   • AEach step in the value stream is a practice, and the value stream is the sequence of these practices.
   • BPractices are the end-to-end flow, and value streams are the individual activities within each practice.
   • CValue streams and practices are interchangeable terms for the same concept in ITIL 4.
   • DThe value stream defines the sequence of steps, and practices such as 'supplier management' and 'workforce and talent management' provide the resources to perform those steps.
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4. 13foundation · easy

   How are practices applied within value streams?

   • APractices are not related to value streams; they are separate concepts
   • BPractices are applied at various points in the value stream to perform the required work
   • CPractices are used to define the steps of a value stream
   • DPractices are only used at the end of a value stream to deliver the final product
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5. 14expert · hard

   A technology company is planning its annual budget. The 'product development' value stream is a strategic priority, but the 'project management' practice is underfunded, causing delays in project delivery. The 'service design' practice is well-funded but underutilized. The company has a fixed budget and must decide how to allocate resources. What should the planning team do?

   • AReduce the scope of the 'product development' value stream to fit the current budget.
   • BKeep the budget as is and rely on the 'service design' practice to support the value stream.
   • CReallocate funds from the 'service design' practice to the 'project management' practice to support the 'product development' value stream.
   • DIncrease the overall budget to fund both practices adequately.
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6. 15application · medium

   A regional bank is redesigning its mortgage approval process. The current process has separate teams for credit checks, property valuation, and legal review, each following its own documented procedures. The bank's leadership wants to reduce the total time from application to funds disbursement. Which approach best reflects the ITIL 4 distinction between value streams and practices?

   • AMerge the credit check, property valuation, and legal review procedures into one comprehensive practice document to eliminate handoffs.
   • BAssign a single practice owner to oversee all three teams and require them to follow the same procedure for every application type.
   • COutsource the entire mortgage process to a third party to reduce the number of internal practices and simplify the value stream.
   • DCreate a single value stream that maps all steps from application to disbursement, then identify which practices (e.g., risk management, supplier management) support each step.
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