Who improves, which principles apply, and the value chain
Lesson 12 of 12 in objective 7. Seven ITIL practices in detail, part of ITIL 4 Foundation.
- Objective
- 7. Seven ITIL practices in detail
- Share of the exam
- 47.5% (the whole objective)
- Questions in this lesson
- 4
- Signed for by a person
- 0
Partly checked. None of the 4 questions here has been read against the cited source by a person. 4 questions have been checked against their cited clause by an automated pass — which is not the same thing, and is not a signature.
Only questions a person has signed for are used in mock exams here. That is the whole difference between the two kinds of checking above.
Questions in this lesson
- An organization creates a small continual improvement team and tells everyone else to refer all improvement ideas to it and otherwise concentrate on their day jobs. Why is this approach flawed? machine-checked
- A team beginning an improvement is tempted to declare the current process a failure and design a replacement from a blank sheet. Which guiding principle most directly challenges this, and at which step of the continual improvement model does it bite hardest? machine-checked
- Rather than attempting one large transformation, an organization plans a series of small improvement cycles, each measured and reviewed before the next is started. Which guiding principle is being applied? machine-checked
- How does the continual improvement practice relate to the 'improve' activity of the service value chain? machine-checked
Drill this lesson
A lesson is one sitting: the trainer draws a short run from these questions alone and spaces the ones you get wrong.
Practise Who improves, which principles apply, and the value chain
The rest of objective 7
- Incident management, priority and major incidents
- Incident records, escalation and service requests
- Requests versus incidents, and finding problems
- Workarounds, known errors and problem control
- Change enablement and the three types of change
- Change authorities and the change schedule
- Authorisation routes and what a service desk is
- Service desk channels and user experience
- Service level agreements and honest targets
- Measurement, engagement and underpinning agreements
- Continual improvement and its model
- Who improves, which principles apply, and the value chain — you are here