ITIL 4 Specialist Collaborate, Assure and ImproveDemo

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QuestionQ47

Continual Improvement

An organization is analyzing the value stream it uses for continual improvement. The people supporting this analysis include an account manager, responsible for customer relationships; a service desk team lead, responsible for coordinating the service desk team; an operations manager, responsible for service monitoring; and a development manager, responsible for service design and software development.

Which of these people is MOST LIKELY to contribute to the value stream step that implements agreed improvements?

  • A The account manager
  • B The service desk team lead
  • C The operations manager
  • D The development manager
Explanation

Implementing agreed improvements commonly entails designing, developing, and making changed service components available for use. Responsibility for service design and software development therefore makes the development manager the role most directly suited to contribute to that step. ITIL release-management guidance describes making new and changed services and features available for use in line with organizational policies and agreements.

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