An organization is attempting to improve the design, development and transition of new services.

This working practice is not focused on creating value because it does not involve the customers or users in defining the requirements and expectations of the service. It also assumes that the developers’ previous experience is relevant and sufficient for the current situation, which may not be the case. This practice may lead to delivering a service that does not meet the needs and preferences of the customers or users, or that is not aligned with the organization’s strategy and objectives. References:

ITIL 4 Managing Professional Transition Module Sample Paper - English1, page 6, question 1, answer A

ITIL 4 Foundation: ITIL 4 Edition2, page 67, section 4.1.1, paragraph 2

ITIL 4 Managing Professional: Create, Deliver and Support3, page 9, section 1.1, paragraph 3

ITIL 4 Managing Professional: Direct, Plan and Improve4, page 11, section 1.1, paragraph 2