Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
A. Progress iteratively with feedback
B. Keep it simple and practical
C. Start where you are
D. Focus on value
An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently.
What is the FIRST step the organization should take to start to improve the situation?
A. Use value stream mapping to help understand the end-to-end flow of user support
B. Encourage teams to collaborate so they can focus on value for users
C. Improve the integration of tools to ensure there are no gaps between processes
D. Review skills and competencies of user support staff to ensure they have the required capability
Which is a method for value-driven, data-driven and user-centered service design?
A. Stakeholder analysis
B. Balanced scorecard
C. Design thinking
D. The MoSCoW method
Which describes the value driven approach to service design?
A. The practice of analyzing a business, defining its needs, and recommending solutions that create value for stakeholders
B. An iterative approach based on frequent feedback, continual experimentation, and learning to ensure value co-creation
C. A process improvement philosophy that prioritizes flow efficiency over resource efficiency
D. Designing just enough features to satisfy early customers, and providing feedback for future development
Which is included in onboarding?
1.
Negotiating service targets with customers
2.
Building awareness of the new consumer
3.
Ensuring resources are prepared for service provision
4.
Designing the service components and infrastructure
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
An organization is undergoing a significant cultural change as a result of introducing Agile and DevOps practices. How can managers use Toyota Kata to help employees adjust to these different ways of working?
A. By encouraging the practicing of routines to unlearn old habits and learn new ones
B. By creating detailed plans that predetermine how to approach large changes
C. By making hard decisions for the teams and providing step-by-step guidance
D. By encouraging widespread changes that involve the teams starting from scratch
An organization supports the users of its services using a tiered structure. There are many specialists in the second- and third-line resolution teams who have worked for the organization for a long time. The organization is in the process of deploying many changes to services. This is likely to result in a large number of complex incidents. In addition, there are long backlogs of work for the second and third-line resolution teams to complete.
Which is the BEST approach or technique to resolve this situation?
A. Service integration and management
B. Machine learning
C. Swarming
D. An information model
What do design thinking and service-dominant logic have in common?
A. Both require clearly defined requirements and acceptance criteria
B. Both involve collaborating with customers to ensure their needs are met
C. Both focus on product functionality and on building new features
D. Both focus solely on the needs and problems of the consumers
A legacy financial system requires the user to manually enter the time and date of the transaction to meet regulatory requirements. A recent internal audit has shown that these fields are often blank. Which are effective controls that could improve compliance?
1.
Modify the application to automatically add the current time and date when transaction is entered
2.
Establish a communication plan to remind users of the importance of time and date on transactions
3.
Develop a goals cascade so all staff know their role in achieving company goals
4.
Create a report showing non-compliant records and take action to correct
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
Which are elements of the service value system?
A. Service provision, service consumption, service relationship management
B. Governance, service value chain, practices
C. Outcomes, utility, warranty
D. Customer value, stakeholder value, organization
