An organization is mapping a value stream for an IT service. In the current map, the same activity is repeated multiple times. When identifying…

The scenario describes the use of value stream mapping, a key Lean technique, to analyze a workflow. The identification of repeated activities as a form of waste and the subsequent plan to eliminate them to reduce delivery time is a direct application of workflow optimization. This practice focuses on improving the efficiency and effectiveness of the series of activities required to deliver value, which is precisely what is being done by removing redundant work. This aligns with the ITIL guiding principle of 'Optimize and automate'.

A. Cascading goals through the organization: This refers to aligning strategic objectives from senior leadership down to teams and individuals, which is not the specific activity described.

B. Building value chains on effective practices: This is a broader, more foundational activity. The scenario describes improving an existing workflow, not constructing a new value chain from scratch.

D. Establishing clear objectives for assessments: This is a preparatory step for an assessment. The scenario describes the outcome and action resulting from an assessment (the value stream map), not the act of setting its objectives.

1. AXELOS. (2020). ITIL® 4: Direct

Plan and Improve (DPI). TSO (The Stationery Office).

Section 4.3.3

Value stream mapping: "Value stream mapping is a method from the Lean toolkit that is used to visualize the stream

identify waste and non-value-adding activities

and design a future state value stream... The main types of waste are... waiting

rework/defects

extra processing..." The scenario's identification of "repeated work" is a form of rework/extra processing (waste)

and its elimination is the goal of optimization.

Section 2.3.2

Optimize and automate: "Optimization means to make something as effective and useful as it needs to be. Before an activity can be effectively automated

it should be optimized to whatever extent is possible and reasonable." The act of removing repeated work is a form of optimization.