Online ITIL-4-Foundation Questions Video

The continual improvement practice aligns the organization’s practices and services with changing business needs through the ongoing identification and improvement of services, service components, practices, or any element involved in the efficient and effective management of products and services1. A continual improvement register (CIR) is a tool used to track and manage improvement ideas from identification through to final action2. It helps to prioritize, monitor, and communicate the status of improvement initiatives3. The other statements are not true because:

Used to help plan changes, assist in communication avoid conflicts and assign resources: This describes the purpose of a change schedule, which is a tool used by the change enablement practice2.

Used to select the right method, model or technique for identifying improvements: This describes the purpose of a continual improvement model (CIM), which is a tool used by the continual improvement practice2.

Used to provide a formal description of one or more services designed to address the needs of a target consumer group: This describes the purpose of a service offering, which is an output of the engage activity of the service value chain1. References: ITIL Foundation - ITIL 4 Edition, page 15; ITIL® 4 – A Pocket Guide, page 34; ITIL® 4 Practice Guide: Continual Improvement, page 9.

The change enablement practice maximizes the number of successful service and product changes by ensuring that risks have been properly assessed, authorized, and managed within a schedule1. Change authorization is the activity of verifying that a proposed change is desirable, viable, and achievable before committing to its implementation2. The change type (standard, normal, or emergency) and model (a predefined approach for handling a specific type of change) is the basis for assigning the change authority (the role that can authorize a change)2. The other statements are incorrect because:

A standard change is a low-risk, pre-authorized change that follows an agreed procedure and does not require authorization at the point of implementation2.

An emergency change is a high-priority change that must be implemented as soon as possible to resolve an incident or implement a security patch2. An emergency change must be authorized by an emergency change authority (ECA), which is usually a subset of the normal change authority (CAB)2.

Ensuring that changes are authorized before their deployment is done by the change enabler (the role that coordinates all aspects of a change)2. References: ITIL Foundation - ITIL 4 Edition, page 16; ITIL® 4 – A Pocket Guide, page 39; ITIL® 4 Practice Guide: Change Enablement, page 7.

In ITIL 4, the service value chain is a central element of the service value system and is composed of six activities. Each activity transforms inputs into outputs, contributing to the overall creation of value.

Key points:

Every value chain activity takes one or more inputs (such as information, resources, or outputs from other activities).

It then performs work that transforms these inputs.

It produces one or more outputs that are used by other activities or delivered to stakeholders.

Why the other options are incorrect:

A. Inputs and outputs are fixed for each value chain activity – ITIL 4 explicitly allows for flexibility; inputs and outputs vary depending on the value stream and context.

B. Some value chain activities only have inputs, whereas others only have outputs – This contradicts the model; each activity must receive inputs and produce outputs.

C. Governance determines the inputs and outputs – Governance influences direction and controls but does not prescribe specific inputs and outputs for the value chain activities.

Therefore, the correct statement is that each value chain activity receives inputs and provides outputs.