CV0-002 · Question #5
A business is demanding faster IT services turnaround from its IT groups. The current lead time between request and delivery is three weeks for a task that would take a competitor two days. An…
The correct answer is A. Document the desired state, complete a root cause analysis, and execute the flow. To significantly reduce IT service lead times while ensuring policy adherence, the best approach involves clearly defining the desired outcome, identifying the root causes of current delays, and then implementing the improved process.
Question
A business is demanding faster IT services turnaround from its IT groups. The current lead time between request and delivery is three weeks for a task that would take a competitor two days. An architect is asked to develop a solution to reduce the lead time of the request while ensuring adherence to the company policies. Which of the following is the BEST approach to achieve the stated objective?
Options
- ADocument the desired state, complete a root cause analysis, and execute the flow.
- BRevise the schedule, implement a waterfall methodology, and flatten the network.
- CIdentify deficiencies, optimize change management, and automate the workflow.
- DFollow the company policies, execute the flow, and document results.
How the community answered
(34 responses)- A82% (28)
- B3% (1)
- C9% (3)
- D6% (2)
Why each option
To significantly reduce IT service lead times while ensuring policy adherence, the best approach involves clearly defining the desired outcome, identifying the root causes of current delays, and then implementing the improved process.
Documenting the desired state provides a clear target for improvement and aligns expectations. Completing a root cause analysis helps identify the specific bottlenecks and inefficiencies causing the long lead times, allowing for targeted and effective solutions. Executing the improved flow then implements these solutions based on the analysis.
Implementing a waterfall methodology is typically slower and less agile, which would hinder efforts to reduce lead time. Flattening the network is irrelevant to service lead time reduction.
While identifying deficiencies and optimizing change management are important, automation alone might not solve underlying process issues if a thorough root cause analysis isn't done first to understand the problem deeply.
Merely following existing company policies and executing the current, inefficient flow, then documenting results, will not address the root causes of the 3-week lead time and will not lead to the demanded improvement.
Concept tested: IT service management improvement, process optimization
Topics
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