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NEW QUESTION 12
An IT department is able to rapidly develop services that meet functional requirements. However overall satisfaction with these services is low.
Which is the BEST way to start working on developing new services while addressing issues faced by the IT department?
- A. Develop a clear understanding of the customers' intended goals and expectations, and track each of them from start to finish to ensure that the service supports the required outcomes
- B. Develop a clear set of system requirements and track each of them from start to finish to ensure that the delivered service meets the stated requirements
- C. Assess and improve capabilities of IT teams prioritizing areas that are required to deliver the service in a way that meets customer expectations
- D. Involve senior management as early as possible to define requirements and help with 'organizational change management' to ensure successful implementation of the service
Answer: A
NEW QUESTION 13
An organization's lead times and the flow of tasks across value streams are being impacted because tasks often sit waiting in queues.
Which technique can be used to overcome this challenge?
- A. Increasing batch sizes
- B. Limiting work-in-progress
- C. Introducing a push system
- D. Clarifying definition of done'
Answer: B
NEW QUESTION 14
An organization is designing a survey to assess the needs and expectations of its staff.
What is this an example of?
- A. Employee satisfaction management
- B. Customer-orientation
- C. Integration and data sharing
- D. CI/CD
Answer: A
NEW QUESTION 15
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. Review skills and competencies of user support staff to ensure they have the required capability
- B. Use value stream mapping to help understand the end-to-end flow of user support
- C. Improve the integration of tools to ensure there are no gaps between processes
- D. Encourage teams to collaborate so they can focus on value for users
Answer: B
NEW QUESTION 16
The CIO of a large multi-national organization has noticed that the whole IT department are performing poorly. The CIO is committed to changing the behaviour patterns of their staff to improve performance across the whole IT department.
Which of the following will BEST help to improve staff behaviour?
- A. Comparing the cost of delay' between work items to ensure that financially valuable work is prioritized
- B. Adopting Kanban boards to visualise the flow of work across software development teams
- C. Implementing CI/CD toots to deploy software quickly
- D. Running safe to fail experiments that provide learning opportunities
Answer: D
NEW QUESTION 17
Which high velocity IT objective considers an organization's ability to continue providing business services when disruptive events affect its digital products?
- A. Fast development
- B. Resilient operations
- C. Valuable investments
- D. Assured conformance
Answer: B
NEW QUESTION 18
How should the seven guiding principles be combined when an organization is making a decision?
- A. By using the focus on value' principle and one or two others that are relevant to the specific decision
- B. By reviewing each guiding principle to decide how relevant it is to the specific decision
- C. By using all the guiding principles equally when making any decision
- D. By using the one or two guiding principles that are most relevant to the specific decision
Answer: B
NEW QUESTION 19
An organization is reviewing the support of its IT services.
Which is an example of an 'outside in' approach?
- A. Understanding how infrastructure and application suppliers are involved in the end-to-end value chain for the support of services
- B. Asking for feedback from the internal technical teams to ensure they are able to deliver against the support requirements
- C. Conducting customer and user satisfaction surveys to gather feedback on how customers and users perceive the support of IT services
- D. Contacting the organization's ITSM software tool provider to learn about software updates which might improve the support of the services
Answer: C
NEW QUESTION 20
A service provider is in a partnership relationship with a service consumer. The services provided are complex with new functionality and improvements constantly being developed using agile methods.
Which is the BEST approach for validating service value?
- A. Regularly perform user satisfaction surveys and an analysis of the costs and risks removed from the service consumer
- B. Work together to identify methods of checking service value and check that value propositions are still valid
- C. Perform ad-hoc service reviews and produce reports of service outputs
- D. Produce service level reports and an analysis of the cost and risks of service delivery
Answer: A
NEW QUESTION 21
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. 2 and 3
- B. 1 and 2
- C. 1 and 4
- D. 3 and 4
Answer: D
NEW QUESTION 22
In service relationships what is a benefit of identifying consumer roles?
- A. It enables a common definition of value
- B. It provides shared service expectations
- C. It removes constraints from the customer
- D. It enables effective stakeholder management
Answer: D
NEW QUESTION 23
Which value chain activity ensures that products deliver stakeholder expectations for quality?
- A. Engage
- B. Plan
- C. Design and transition
- D. Obtain/build
Answer: C
NEW QUESTION 24
Which statement about user communities is CORRECT?
- A. User communities are created by service providers to investigate the cause of problems
- B. Communities set up by users may be recognized and supported by service providers
- C. Every user community should have at least one super-user
- D. Informal user communities should be disbanded and merged into official groups
Answer: B
NEW QUESTION 25
An organization is implementing new technology that will significantly improve how they interact with their customers.
Which term BEST describes this situation?
- A. High velocity IT
- B. Digital organization
- C. Digital transformation
- D. IT transformation
Answer: C
NEW QUESTION 26
Which can act as an operating model for an organization?
- A. The four dimensions of service management
- B. Continual improvement
- C. The service value chain
- D. The ITIL guiding principles
Answer: C
NEW QUESTION 27
What BEST describes the relationship between planning and risk?
- A. Risk management is the exclusive domain of dedicated risk managers
- B. Planning should always consider risks and how to mitigate them
- C. Planning is a high level function, risk management is a tactical activity
- D. Planning focuses on what needs to be accomplished, risk management is part of how work is to be performed
Answer: B
NEW QUESTION 28
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