ITIL 4 Specialist Collaborate, Assure and ImprovePreview

Which is the BEST way to ensure that all staff are aware of the continual improvement approach and take their improvement responsibilities seriously?

How does service level management ensure a shared view of the quality of the services?

A technology start-up company regularly develops new products each of which is managed a separate product team. Most customers consume services based on more than one product. The products rely on a complex architecture of internal and external IT systems. Some staff members are unclear regarding who negotiates and manages service levels.
What should be the company’s approach to resolving the issue?

How do service level management teams use analysis and reporting tools to improve service quality?

A continual improvement coordinator has been approached by a network engineer with a suggestion to improve the day-to-day management of the organization’s networks.
What should the continual improvement coordinator do FIRST?

An organization has set up a supplier management team that follows agreed simple procedures to successfully manage the organization’s suppliers.
What is the LOWEST capability level that his practice demonstrates?

An organization is facing increased competition. The organization encourages internal innovation to improve its services and gain extra market share. In addition, the organization’s leaders think that their strategic vendors should play a greater role in increasing innovation, but the leaders disagree on the activities that the strategic vendors perform.
Which value stream should the strategic vendors be involved in to address this issue?

An internal service provider has detailed agreements in place with all business departments.
Which approach to performing the activity ‘customer and user satisfaction survey’ should the service provider use?

What should a continual improvement coordinator use a Lean Canvas approach for?

What contribution does the supplier manager make to onboarding and offboarding suppliers?

A project team is responding to a request from a customer to design and deliver a new service. The value stream is used for existing customers only. The team has encountered a number of issues but does not know which of the practices involved in the value stream should be informed about which issue.
Which is an issue that the project team should direct to the service level management practice?

An organization uses SaaS applications as well as in-house applications that run on cloud based infrastructure. The operations team wants to be able to see how the suppliers are delivering across all of these different environments in a single view.
What tools will MOST help with this?

An organization is preparing a large project which will include procurement of many external services.
Which of the supplier management activities is LEAST LIKELY to be delegated to a third party in this project?

What type of document is used to collect initial details of suppliers’ services, before asking the suppliers to make specific and binding responses?

An organization has a public website where customers can make purchases. The website has daily automated vulnerability assessments to make sure that it is protected from known attacks, and to detect some types of security breach.
What additional automation should the organization implement to help ensure security incidents are detected quickly?

Which is an example of how a supplier can help a service provider to manage the performance of other suppliers’ services?

A supplier provides business data that is critical to the organization’s business. This supplier must log in to a server on the organization’s network to update the data on a regular basis.
What should the organization use to ensure that only authorized supplier staff perform these updates?

An organization has documented the roles and responsibilities of its customers and other contributors to its relationship management practice in relation to its value stream activities.
What practice capability level is indicated by this description?

Which TWO types of tool should an organization use to support logging, processing, scheduling and review of continual improvement initiatives?

1. Workflow management and collaboration tools
2. Work planning and prioritization tools
3. Knowledge management tools
4. Survey tools

An organization is trying to improve its provision of a service which depends on a supplier.
Which is an activity that the organization should perform?

Which activity is performed by an information security manager?

A service provider has acquired other organizations. The acquired organizations have partially maintained their existing customer communication methods and tools, which has led to an overall decrease in customer satisfaction rates.
What action should the service provider take to improve this situation, following the ‘collaborate and promote visibility’ guiding principle?

A large organization has a small centralized information security management team, but most information security work is devolved to the many independent product teams. The central team defines policy, and makes recommendations about tools and automation, but each product team makes its own decisions about how to meet the policy.
What is the BEST approach to ensure information security is managed consistently across this organization?

An organization has created recovery plans for dealing with a number of different possible security breaches.
Which process activity will be used to validate that these plans are effective?