What do you suggest to improve the situation?

An organization’s business-critical service is experiencing frequent downtimes and slow performances.

What do you suggest to improve the situation?
A . Improve the recovery time object of the critical services to minimize the impact on the service value.
B . Coordinate with the business to understand how the services are aligned to the business goals.
C . Scale up the underlying infrastructure to increase the resilience of the service.
D . Match the usage of the services to the downtimes and propose actions to spread the demand.

View Answer

Answer: B

Explanation:

When an organization’s business-critical service is experiencing frequent downtimes and slow performances, the best approach according to ITIL 4’s "Drive Stakeholder Value" is to coordinate with the business to ensure that the services are properly aligned with business goals. This ensures that any technical improvements or strategic adjustments directly support the business’s objectives.

Option A (Incorrect): Improving the recovery time objective (RTO) is important but may not address the root cause of the frequent downtimes and slow performance.

Option B (Correct): Coordinating with the business to understand alignment is crucial. By ensuring that the services align with business goals, you can prioritize the most impactful improvements and ensure that technical adjustments meet strategic needs.

Option C (Incorrect): Scaling up infrastructure may help with resilience, but without understanding the business alignment, this might not be the most efficient or necessary solution.

Option D (Incorrect): Matching usage to downtimes might mitigate some issues but does not address the underlying causes of the performance problems​.