ITIL-4-CDS · Question #39
Sunrise Bank reorganized its customer support function into cross-functional, end-to-end value- stream teams that include service desk analysts, incident responders, problem managers, and change…
The correct answer is B. Collaboratively develop a team charter that defines end-to-end value-chain responsibilities, shared. A jointly created team charter aligns all members on shared objectives, clarifies end-to-end ownership, embeds collective KPIs, and supports ITIL 4's guiding principles of collaborate and promote visibility.
Question
Sunrise Bank reorganized its customer support function into cross-functional, end-to-end value- stream teams that include service desk analysts, incident responders, problem managers, and change coordinators. After three months, teams still dispute task priorities, handoff delays persist, and customer satisfaction scores vary widely. According to ITIL 4 principles and the four dimensions of service management, which ONE action should leadership prioritize to establish clear accountability, align objectives, and improve collaboration?
Options
- AInstitute weekly facilitated stand-up meetings for each value-stream team to review progress and
- BCollaboratively develop a team charter that defines end-to-end value-chain responsibilities, shared
- CImplement strict, role-based SLAs for every handoff between functional specialties, with automated
- DRotate members through each functional specialty on a one-month cycle to broaden individual skill
How the community answered
(39 responses)- A5% (2)
- B79% (31)
- C13% (5)
- D3% (1)
Explanation
A jointly created team charter aligns all members on shared objectives, clarifies end-to-end ownership, embeds collective KPIs, and supports ITIL 4's guiding principles of collaborate and promote visibility.
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