Pass the ITIL ITIL 4 ITIL-4-Foundation Questions and answers with CertsForce

This is one of the most important questions for continual improvement. This question helps to define measurable targets for the IT service provider that will help to reach the vision of the company in the long-term. At this stage, we look at the identified key performance indicators from the previous step and determine what values we want to target for each of these indicators. This decision must be made with the business’s vision in mind, but also with a sense of what is practically possible.

https://blog.masterofproject.com/continual-improvement-model/

In ITIL 4, the guiding principle “Keep it simple and practical” advises organizations to:

Always use the minimum number of steps necessary to achieve objectives

Eliminate activities that do not create value

Avoid over-complication and unnecessary work

This principle explicitly supports removing unnecessary processes, steps, or documentation that do not contribute to value. That is exactly what the question describes as “the elimination of unnecessary work,” so A is correct.

Why the others are not correct in this context:

B. Think and work holistically focuses on seeing the organization as an integrated system and considering end-to-end value creation, not specifically on eliminating unnecessary work.

C. Start where you are emphasizes using and understanding existing practices, capabilities, and data before creating something new, but it does not directly focus on removing unnecessary work.

D. Progress iteratively with feedback promotes working in small, manageable iterations and learning from feedback; it is about how to approach change, not specifically about eliminating unnecessary work.

Therefore, the guiding principle that proposes eliminating unnecessary work is “Keep it simple and practical”, making A the correct answer.

Service desks provide a variety of channels for access including:

Phone calls, which can include specialized technology, such as interactive voice response (IVR), conference calls, voice recognition, and others.

Service portals and mobile applications, supported by service and request catalogues, and knowledge bases.

Chat, through live chat and chatbots.

Email for logging and updating, and for follow-up surveys and confirmations.

Walk-in service desk (which are becoming more prevalent in some sectors, such as higher education, where there are high peaks of activity that demand physical presence).,

Text and social media messaging, which are useful for notifications in case of major incidents and for contacting specific stakeholder groups, but can also be used to allow users to request support.

Public and corporate social media and discussion forums for contacting the service provider and for peer-to-peer support.

https://www.bmc.com/blogs/itil-service-desk/

An outcome is a result for a stakeholder enabled by one or more outputs1. Outputs are tangible or intangible deliverables of an activity1. For example, a service provider may produce a report (output) that helps a customer make a decision (outcome)2. References: ITIL Foundation - ITIL 4 Edition, page 3; ITIL® 4 – A Pocket Guide, page 13.

Comprehensive and Detailed Explanation From Exact Extract:

In ITIL 4, stakeholders are individuals or organizations that have an interest in the service, or may be affected by its activities, objectives, or outcomes. Among these, customers are identified as the primary, key stakeholder group for a service provider because:

Customers define the requirements for services.

They determine what is considered value and which outcomes they want to achieve.

Services are specifically designed, delivered, and improved to meet customer needs and expectations.

Therefore, effective cooperation and collaboration with customers is essential for successful service management and value co-creation. While suppliers, relationship managers, and developers are important parties in service delivery, ITIL 4 emphasizes customers as the key stakeholder group with whom service providers must actively cooperate.

Relevant ITIL 4 Foundation references:

Key concepts of service management (stakeholders, customers, users, sponsors).

Discussions of value co-creation and the importance of understanding customer needs and outcomes.