ITIL-4-FND Question 79

Community Discussion

Written by other learners. Comments can disagree with the marked answer — check the official documentation when in doubt.

• Chose C1

  A equipe criou um fluxo de valor otimizado (ideal), mas a liderança afirma que não está sendo possível identificar claramente os atrasos. O problema provável é que o fluxo desenhado não representa exatamente como o trabalho acontece na prática. No contexto do ITIL 4 e do módulo ITIL 4 Create, Deliver and Support, quando se usa Value Stream Mapping, é essencial: Mapear o estado atual (as-is) Comparar com o estado futuro (to-be) Identificar gargalos, filas e desperdícios. Se o mapa não reflete o trabalho real, os atrasos não aparecem claramente. Portanto, o melhor passo é comparar o mapa com o que realmente acontece no dia a dia.

• Chose A1

  In value stream the cause of the delay is queue

• Chose A2

  The BEST action is: A. Determine where work is sitting in queues. Why? Leadership’s concern is that the optimized flow does not reveal delays. In value stream mapping, the biggest source of delay is often waiting time in queues, not the actual work steps. By identifying where work is waiting for approvals, resources, or handoffs, the team can target bottlenecks and reduce overall resolution time. Other options: B. Introduce additional sources of demand: Would increase workload and worsen delays. C. Compare the map to actual activities: Useful for validation, but does not directly address delay insight. D. Automate repeatable work activities: Helpful later, but first you need to know where delays occur.