ITIL 4 Specialist – Create, Deliver and Support — Question 2

A large organization has a centralized service desk, and many different teams that help to resolve incidents and manage service requests. They also use many different suppliers to support these activities.
What is the minimum number of different value streams that they need, in order to manage this work?

Answer options

• A. One value stream for resolving incidents, and a separate value stream for managing service requests
• B. One value stream for the organization, and separate value streams for each supplier
• C. One value stream for the organization, and separate value streams for each team
• D. One value stream for all activity that arrives via the service desk

Correct answer: A

Explanation

The correct answer is A, as having separate value streams for resolving incidents and managing service requests allows for more focused and efficient handling of these distinct types of work. Option B is incorrect because managing suppliers does not necessitate separate value streams when the focus is on incident and service request management. Option C is not suitable as teams may work on similar incidents or requests, and a single organization-wide value stream is not sufficient. Option D oversimplifies the structure by suggesting one value stream for all activities, which could lead to inefficiencies.