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 5)

Questions 21–25

1. 21foundation · easy

   How does the difference between value streams and practices influence strategic direction?

   • AStrategic direction focuses on optimizing individual practices, regardless of value streams
   • BStrategic direction is determined by the availability of resources in practices, not by value streams
   • CStrategic direction is based solely on practices, ignoring value streams
   • DStrategic direction is set by aligning value streams with organizational goals, and practices are then developed to support those value streams
   Reveal Solution Discussion Select an answer first
2. 22application · medium

   A software company's 'customer onboarding' value stream takes 14 days. Analysis shows that the 'service request management' practice is well-documented and efficient, but the 'relationship management' practice lacks clear procedures for gathering customer requirements. The company wants to improve the value stream. What should the improvement initiative focus on first?

   • ARedesign the entire value stream from scratch to eliminate all practice dependencies.
   • BInvest more in the 'service request management' practice since it is already efficient and can be scaled up.
   • CMeasure the value stream again in three months to see if the delay resolves itself.
   • DImprove the 'relationship management' practice because its weakness is likely causing delays in the value stream.
   Reveal Solution Discussion Select an answer first
4. 23application · medium

   An IT organization plans its annual budget. The service desk manager wants to increase staffing for incident management, while the release manager wants more budget for deployment automation. The organization's leadership has identified that the 'new feature delivery' value stream is consistently delayed at the testing stage. According to ITIL 4, how should the organization prioritize its budget allocation?

   • AFund deployment automation because improving release speed will automatically resolve the testing delay.
   • BSplit the budget equally between incident management and deployment automation to balance practice capabilities.
   • CAllocate budget based on the needs of the 'new feature delivery' value stream, investing in practices that remove the testing bottleneck.
   • DPrioritize incident management because service desk performance directly impacts customer satisfaction.
   Reveal Solution Discussion Select an answer first
5. 24application · medium

   An online retailer's 'order delivery' value stream is underperforming. The team has mapped the flow and found that the 'carrier selection' step takes 2 days, while the 'package pickup' step takes 1 day. The 'supplier management' practice is responsible for carrier contracts. What is the most effective improvement action?

   • AImprove the 'supplier management' practice to negotiate faster carrier options.
   • BIncrease the frequency of 'package pickup' to compensate for the slow carrier selection.
   • CEliminate the 'carrier selection' step from the value stream.
   • DReduce the time for 'package pickup' to balance the flow.
   Reveal Solution Discussion Select an answer first
6. 25expert · hard

   A multinational bank is planning its IT investments for the next fiscal year. The 'regulatory reporting' value stream is critical due to new compliance requirements, but it is currently slow and manual. The 'information security management' practice is mature, and the 'service financial management' practice is underfunded. The bank has a limited budget and must choose between automating the reporting workflow and improving financial management capabilities. What should the bank do?

   • AInvest in the 'service financial management' practice because it is underfunded and needs improvement.
   • BDelay investment until the 'regulatory reporting' value stream is fully documented.
   • CInvest in automating the 'regulatory reporting' value stream because it directly addresses the critical compliance requirement.
   • DSplit the budget equally between the value stream automation and the practice improvement.
   Reveal Solution Discussion Select an answer first