1. The continual improvement team wants to ensure that the practice success factor “establishing and maintaining an effective approach to continual improvement’ is achieved.
What evidence should the continual improvement team look for?
A. Approved improvement initiatives receive sufficient budget and stale
B. Regular continual improvement team meetings review policies and procedures and recommend changes as necessary
C. Workflows for practices are assessed often and changes recommended
D. Updates and reviews of improvement success are regularly published
Answer: B
2. Which is an example of how the continual improvement coordinator contributes to the monitoring of service performance?
A. Utilize KPIs to establish the success of improvement initiatives
B. Establish the organization’s overall vision for service delivery
C. Arrange teach-in sessions about the adoption of Lean as an improvement technique
D. Negotiate and agree service targets for service with customers
Answer: A
3. Who should be involved in defining the requirements of an integrated service management toolset?
A. The service desk practice manager and service desk staff as the primary users will define the requirements
B. The supplier as the expert on the toolset will define the requirements
C. The continual improvement team should identify the necessary improvement requirements
D. The continual improvement coordinator and other practice managers should work together to define the requirements
Answer: D
4. A service provider’s continual improvement coordinator wants to explain to the service consumers the purpose of a new continual improvement practice.
What should the continual improvement coordinator tell the service consumers to help
them realize the value of continual improvement?
A. The continual improvement practice will facilitate the efficient use of operational staff to maintain services
B. The continual improvement practice will provide information to development teams to help them prioritize their activities
C. The continual improvement practice will improve feedback loops and communications with the provider
D. The continual improvement practice will lead to increased customer retention rates
Answer: C
5. Which is a description of an improvement?
A. A forward-looking ambition
B. Maintenance of an established service
C. An action aiming to enhance outcomes for stakeholders
D. A method of tracking service enhancements
Answer: C
6. A service provider is analysing its product and service improvement value stream. The analysis has revealed that some approved improvement initiatives require significant resources and fail to deliver expected improvements. Sometimes improvement initiatives have unplanned negative effects on service quality. Improvement initiatives have been assessed and prioritized using business analysis and service design practices.
What should the service provider do to improve the situation?
A. Use service desk practice to assess improvement initiatives
B. Apply project management to prioritize improvement initiatives
C. Ensure that organizational change management is involved in improvements implementation
D. Involve risk management practice in improvement analysis and prioritization
Answer: D
7. A service provider wants to check that continual improvement practice is fulfilling its purpose.
Which Two aspects of the practice should the service provider assess?
1. Adoption of the agreed methods of improvement across the organization
2. Adoption of artificial intelligence tools for improvement identification
3. Involvement of specialized suppliers in the practice capability assessment
4. Results of the improvements and related costs
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
Answer: D
8. An organization has recently appointed a continual improvement coordinator. This coordinator has developed a new continual improvement approach and wants to make sure that staff throughout the organization understand their roles and activities in this
new approach.
Which type of tool will MOST help with this activity?
A. Workflow management and collaboration tools
B. Work planning and prioritization tools
C. Knowledge management tools
D. Analysis and reporting tools
Answer: A
9. An organization has invested heavily in continual improvement activity in all of its teams. Continual improvement initiatives addressing organization’s processes, products, and services are deployed successfully. However, customers have stated that they do not see a great deal of difference in the quality of services they receive.
What should the organization do to improve this situation, following the ‘focus on value’ guiding principle?
A. Embed an organizational culture of continual improvement
B. Encourage cross-functional collaboration
C. Regularly review and assess improvement initiatives
D. Develop a plan to align improvement initiatives with strategic objectives
Answer: D
10. An organization has 2 value stream for the continual improvement of products and services. However, stakeholders have different views about whether improvements have achieved their objectives.
What is the BEST activity during a value stream analysis for the organization to undertake to improve this situation?
A. Ensure that all relevant stakeholders are represented in the ‘define the purpose of the value stream from the business standpoint stage
B. Include an approach to continual improvement in the ‘using the ‘to be’ value stream map’ stage
C. Cleary state the aim of improvement initiatives in the ‘identify the scope of the value stream analysis’ stage
D. Observe and document the impact of a lack of defined success criteria on the value stream steps during the ‘do the service value stream walk’ stage
Answer: D
11. An organization wants to ensure that it is maintaining an effective approach to continual improvement.
What is a metric for this?
A. The percentage of improvements which result in cost savings for the organization
B. The percentage of improvements which were implemented on time
C. The percentage of teams in the organization which contribute to improvement ideas
D. The percentage of teams in the organization which experience a reduction in threat exposure
Answer: C
12. The continual improvement team has identified a supplier with consistently poor performance.
What is the BEST approach to improvement in this situation?
A. Continue to monitor the situation and review in six months’ time
B. Work with the supplier manager to select a replacement supplier
C. Update workflows to identify service faults and rectify them
D. Meet with the supplier to discuss the service quality
Answer: D
13. Which is an output from the ‘managing a common approach to continual improvement process that is used to record information about the status and progress of improvements?
A. Improvement record
B. Continual improvement approach
C. Continual improvement register
D. Improvement plans
Answer: C
14. An organization has reviewed its continual improvement activities and has discovered that only some tasks are documented and others are performed in an ad-hoc manner.
Which capability level does this practice demonstrate?
A. Level 1
B. Level 2
C. Level 3
D. Level 4
Answer: A
15. Which is MOST associated with everyday scheduled activities?
A. Business as usual
B. Improvement
C. Vision
D. Improvement register
Answer: A
16. An organization is concerned about the lack of participation in continual improvement activities. It has received the feedback that it takes too long for ideas to be approved and implemented.
What is the BEST action for the organization to take to improve this situation?
A. Automate data analysis
B. Automate knowledge management
C. Automate workflow steps
D. Automate document control
Answer: C
17. A newly appointed continual improvement coordinator is reviewing a continual
improvement approach for the organization.
How should the coordinator utilize Toyota Kata, OODA, and the ITIL continual
improvement model in this approach?
A. The approach should be based on the finance and budget cycles of the organization
B. The approach should be based on how the organization handles change enablement
C. The approach should be based on how well ft fits with the way the organization works
D. The approach should be based on the expected number and types of improvement initiatives
Answer: C
18. An organization has many improvement opportunities that have been logged, but has only limited resources for making these improvements happen.
Which type of tool will MOST help the organization to design the sequence for improvement opportunities?
A. Workflow management and collaboration tools
B. Work planning and prioritization tools
C. Knowledge management tools
D. Analysis and reporting tools
Answer: B
19. A service desk agent wants to add a new category to the service desk system to make easier to manage specific types of incident. This agent does not have enough
information to fully describe what is needed.
What is the BEST guidance to give to the service desk agent?
A. Report the improvement idea to their manager so that it can be considered for inclusion into a continual improvement register
B. Add a brief description of the idea to a continual improvement register so that it can be discussed and analysed
C. Discuss the idea in the next service desk team meeting to see if other service desk agents would also find this idea helpful
D. Log this idea as a service request on the service desk software, to ensure that it gets reviewed by the correct team
Answer: B
20. An organization has a highly efficient set of processes that are linked into value streams. but there has not been very much improvement recently. A senior manager wants to encourage employees to suggest improvements and to embrace experimentation.
What is the BEST way for the manager to achieve this?
A. Provide each value stream manager with an improvement budget that can only be used for innovative improvements
B. Identify improvements that have not worked and encourage people to celebrate the opportunities these gave for learning
C. Identity value streams that are not working well and encourage people to perform value stream analysis for these
D. Create a separate improvement team that works across the organization to identify innovative improvement opportunities
Answer: B