ITIL 4 Section 7 "The ITIL Practices"

An ITIL practice is a set of organizational _ designed for performing _ types of _

resources, certain, work

What should all 'continual improvement' decisions be based on?

A. Details of how services are measured

B. Accurate and carefully analysed data

C. An up-to-date balanced scorecard

D. A recent maturity assessment

B. Accurate and carefully analysed data

How should an organization include third-party suppliers in the continual improvement of services?

A. Ensure suppliers include details of their approach to service improvement in contracts

B. Require evidence that the supplier uses agile development methods

C. Require evidence that the supplier implements all improvements using project management practices

D. Ensure that all supplier problem management activities result in improvements

A. Correct "When contracting for a supplier's service, the contract should include details of how they will measure, report on, and improve their services over the life of the contract." Ref 5.1.2B. Incorrect. Agile methods do take an incremental approach, as they "focus on making improvements incrementally at a cadence"; however, this alone would not guarantee a supplier is committed to continual improvement. Ref 5.1.2C. Incorrect. Many improvement initiatives use project management practices, but it may not be practical to do so for some. "Many improvement initiatives will use project management practices to organize and manage their execution", but not all improvement initiatives. Ref 5.1.2D. Incorrect. Many 'problem management' activities will result in improvements, however not all supplier problems will result in improvements, so this is not a sensible approach. "It is not essential to analyse every problem; it is more valuable to make significant progress on the highest-priority problems than to investigate every minor problem that the organization is aware of." Ref 5.2.8

Continual improvement is the responsibility of who?

Should be active or passive towards it?

Should it be part of everyones job?

Everyone

active

yes

who should lead continual improvement effort and guide others in the organization?

a dedicated team

refers to the addition, modification or removal of anything that could have effect on services.

who defines the scope of ^

change

each organization defines the scope of change.

The person or group who authorizes a change is known as a

and they much people who understand the _

change authority

risks