ITIL-4-FND Question 94

Community Discussion

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

• 1

  A. Identifying the cause of incidents and recommending related improvements: This activity is part of the 'continual improvement' practice. It involves analyzing incidents, identifying root causes, and suggesting improvements to prevent similar incidents from occurring in the future. This aligns with the iterative improvement process.

• Chose D2

  The correct answer is D. Making business cases for improvement action. One of the activities of the "continual improvement" practice is making business cases for improvement action. This involves identifying improvement opportunities, assessing their potential value and impact, and developing a business case that justifies the investment of resources and effort in implementing the improvements. The continual improvement practice aims to continually enhance the effectiveness, efficiency, and value of services and processes within an organization. It involves activities such as identifying improvement opportunities, analyzing data and metrics, conducting assessments and reviews, and making decisions on prioritizing and implementing improvements. Identifying the cause of incidents and recommending related improvements (A) is more closely associated with the "problem management" practice. Authorizing changes to implement improvements (B) is part of the "change control" or "change enablement" practices. Logging and managing incidents that result in improvement opportunities (C) is related to incident management and problem management.

• 2

  Les principales activités qui font partie des pratiques d'amélioration continue comprennent : encourager l'amélioration continue dans l'ensemble de l'organisation garantir du temps et un budget pour l'amélioration continue identifier et consigner les opportunités d'amélioration évaluer et hiérarchiser les opportunités d'amélioration effectuer des analyses de rentabilisation pour l'amélioration planifier des actions et mettre en œuvre des améliorations mesurer et évaluer les résultats d'amélioration coordonner activités d'amélioration dans l'ensemble de l'organisation