nerdexam
PeopleCert

ITIL-4-CDS · Question #75

A global IT service provider is migrating several mission-critical legacy applications to a cloud- native platform while its support team struggles with a growing backlog of incident and service…

The correct answer is B. Establish a single, cross-functional Kanban board with work-in-progress (WIP) limits applied. A unified Kanban board with WIP limits visualizes all incoming work, highlights interteam dependencies, enforces flow control, and prevents any one queue from becoming overloaded. This approach drives collaboration, reduces handover delays, and makes prioritization transparent…

Understand how to plan and build service value streams to create, deliver, and support services

Question

A global IT service provider is migrating several mission-critical legacy applications to a cloud- native platform while its support team struggles with a growing backlog of incident and service requests. Development, operations, and support each maintain separate work queues, resulting in duplicated effort, handover delays, and unclear task priorities. As the Service Delivery Lead, which ONE of the following actions would MOST effectively coordinate and prioritize work across all teams to ensure smooth migration and timely support?

Options

  • AConduct a detailed value stream mapping exercise to identify end-to-end process bottlenecks and
  • BEstablish a single, cross-functional Kanban board with work-in-progress (WIP) limits applied
  • CImplement a RACI matrix for all migration and support activities to clarify roles, responsibilities,
  • DPrioritize support tickets and migration tasks strictly according to their arrival time to ensure

How the community answered

(23 responses)
  • A
    9% (2)
  • B
    65% (15)
  • C
    9% (2)
  • D
    17% (4)

Explanation

A unified Kanban board with WIP limits visualizes all incoming work, highlights interteam dependencies, enforces flow control, and prevents any one queue from becoming overloaded. This approach drives collaboration, reduces handover delays, and makes prioritization transparent across development, operations, and support.

Topics

#Kanban#WIP limits#cross-functional teams#work prioritization

Community Discussion

No community discussion yet for this question.

Sign up to join the discussion
Full ITIL-4-CDS Practice