ITIL 4 Foundation · Free Practice Question Medium
Question 18
During a review of the New Account Creation process at your company, you determine that the current process requires 15 steps to create a new account. As you analyze each step, you find that steps 3 and 5 provide no value to the process or the organization. Based on which guiding principle should you eliminate steps 3 and 5 from the process?
- A Think and work holistically
- B Keep it simple and practical
- C Optimize and automate
- D Focus on value
Reveal correct answer
Correct answer: B
Explanation
When analyzing a practice, process, service, metric, or other improvement targets, always ask whether it contributes to value creation. If value is not being created, then eliminate the unnecessary steps to simplify the process.Discussion
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