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 4)

Questions 16–20

1. 16application · medium

   A manufacturing company's leadership is deciding where to invest for the next quarter. The 'new product introduction' value stream is critical for revenue growth, but the 'change enablement' practice is slow and often blocks approvals. The 'incident management' practice is performing well. What should leadership prioritize?

   • ADelay investment decisions until the 'change enablement' practice is fully documented.
   • BRedesign the 'new product introduction' value stream to bypass the 'change enablement' practice.
   • CInvest in the 'change enablement' practice to remove the constraint in the 'new product introduction' value stream.
   • DInvest in the 'incident management' practice to maintain its high performance.
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2. 17expert · hard

   A retail company's leadership is defining its strategic direction. The 'online shopping' value stream is growing rapidly, but the 'service desk' practice is struggling to handle the increased volume of inquiries. The 'supplier management' practice is also weak, causing delays in product availability. The company must choose between investing in the service desk or supplier management. What should leadership consider?

   • AInvest in the 'supplier management' practice because product availability directly impacts the 'online shopping' value stream.
   • BDelay investment until the 'online shopping' value stream is fully optimized.
   • CInvest in the 'service desk' practice because customer inquiries are increasing.
   • DInvest equally in both practices to balance capabilities.
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4. 18foundation · easy

   When directing organizational activities, what should be the primary focus?

   • AEnsuring that value streams are aligned with organizational goals and that practices support them
   • BEnsuring that the organizational structure is efficient
   • CEnsuring that practices are optimized independently
   • DEnsuring that technology is up to date
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5. 19foundation · easy

   Which statement best describes a value stream in ITIL 4?

   • AIt is a series of steps that an organization uses to create and deliver products and services to consumers
   • BIt is a tool for measuring the performance of individual employees
   • CIt is a set of guidelines for improving service management processes
   • DIt is a set of capabilities and resources that an organization uses to perform work
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6. 20application · medium

   A telecommunications company is planning its workforce for the next year. The 'customer service' value stream requires 24/7 support, while the 'service desk' practice currently operates only during business hours. The 'problem management' practice is well-staffed. What should the planning team do?

   • AReduce the 'problem management' staffing to free resources for the 'service desk'.
   • BKeep the 'service desk' practice as is and rely on the 'problem management' practice to handle after-hours calls.
   • CChange the 'customer service' value stream to operate only during business hours.
   • DIncrease staffing for the 'service desk' practice to align with the 24/7 requirement of the value stream.
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