An organization is moving from a process-based approach to a value-stream based approach for managing user issues. Which of these activities should the organization do FIRST?

Question

Options

• AConsider how the service desk teams can be involved at an earlier stage in the creation of a
• BIdentify the activities which could be improved by the use of automation
• CUnderstand which steps contribute least to the support of the service
• DUnderstand the situations in which incidents and service requests will be initiated

• A
  16% (9)
• B
  5% (3)
• C
  7% (4)
• D
  72% (42)

Explanation

When transitioning to a value-stream based approach, you must first define the boundaries of the value stream - specifically, where it begins. Understanding what triggers the stream (incidents and service requests being initiated) establishes the scope and starting point for everything that follows; without this, you cannot meaningfully map, measure, or improve the stream.

Why the distractors are wrong:

• A (involving service desk teams earlier) is an improvement action that presupposes you already understand the value stream's shape - you can't optimize team involvement before knowing the flow.
• B (identifying automation opportunities) is also an improvement activity. Automation decisions require a complete picture of current-state steps first.
• C (identifying low-value steps) is a valid optimization goal, but you can only evaluate which steps add least value after you've mapped all steps - which requires knowing where the stream starts and ends.

Memory tip: Think of it like planning a road trip - before optimizing routes (B, C) or deciding who rides shotgun (A), you first need to know your departure point. Option D establishes that departure point: what situations kick off the value stream?

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