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

An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool, and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays.
Which is the BEST action this team can take to address leadership’s concern?

Answer options

• A. Determine where work is sitting in queues
• B. Introduce additional sources of demand
• C. Compare the map to actual activities
• D. Automate repeatable work activities

Correct answer: A

Explanation

The best action is to determine where work is sitting in queues, as this will help identify bottlenecks contributing to delays. The other options do not directly address the issue of understanding and improving the flow of work, such as introducing more demand, which could exacerbate delays, or automating tasks without first addressing existing inefficiencies.