ITIL 4 Specialist Create, Deliver and SupportDemo

By ITIL · Question Mode

QuestionQ2

Plan and build service value streams

An organization is transitioning from a process-based approach to a value-stream-based approach for managing user issues.

Which of the following activities should the organization perform FIRST?

  • A Consider how the service desk teams can be involved at an earlier stage in the creation of a service.
  • B Identify the activities which could be improved by the use of automation
  • C Understand which steps contribute least to the support of the service
  • D Understand the situations in which incidents and service requests will be initiated
Explanation

Value-stream design starts with understanding the demand that initiates the work. Identifying the situations that trigger incidents and service requests establishes the starting point for managing user issues and enables the organization to evaluate subsequent activities and improvements.

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