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[RM 4: How information and technology enable the practice]
During a value stream walk of the incident resolution value stream, an organization has realized that some incidents take longer to resolve because installation of overdue software updates is required. What should the organization do to improve the incident resolution times?
Suggested Answer: B
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13 comments · newest first
VI
Viola
10 months ago
C seems a bit off, why not just handle updates during incidents?
MA
Maddie
10 months ago
I think A makes more sense, integrate updates into the process.
TA
Tasia
10 months ago
Wait, can we really enforce updates like that? Sounds tricky.
FL
Floyd
11 months ago
Totally agree with B, it’s about time we made updates a priority!
AV
Avery
11 months ago
B is the way to go, updates should be mandatory!
TO
Tomas
11 months ago
I recall that updates should be part of the overall service release strategy, but I wonder if that would actually help with incidents that are already in progress.
NA
Nan
11 months ago
I feel like including updates in request fulfillment could streamline things, but I’m not entirely convinced that’s the best approach for incidents specifically.
RE
Renea
11 months ago
I think we practiced a question similar to this where enforcing updates was key to reducing resolution times. Option B seems like it could be the right choice.
JO
Josue
12 months ago
I remember discussing how important it is to integrate updates into the incident resolution process, but I'm not sure if that means including them in the activities directly.
BR
Brandon
12 months ago
Okay, this is a good one. I think the key is to look at where the updates are being handled in the process. Including them in the incident resolution activities (option A) or the request fulfillment activities (option C) seems like it would just add more steps and complexity. Option B or D, which focus on proactively managing the updates, seem like the better choices.
MY
Myra
12 months ago
Ah, I see what they're getting at here. The organization needs to be more proactive in managing software updates to prevent them from causing delays in incident resolution. I think option B is the way to go - ensuring the updates are enforced as part of ongoing operations and maintenance.
LY
Lynette
1 year ago
Hmm, I'm a bit unsure about this one. There are a few options presented, and I'm not entirely sure which one is the best approach. I'll need to carefully consider the pros and cons of each before making a decision.
CR
Cristen
1 year ago
This seems like a straightforward question about improving incident resolution times. I think the key is to focus on ensuring the required software updates are handled proactively, rather than reactively during the incident resolution process.