QuestionQ1
Collaborate and improve across value streamsA popular social-media app forms part of a complex network of systems. Most service changes succeed, except those made by one development team, which has many failed changes.
Which approach is BEST for reducing the number of failures?
- A Create a standard change model for development changes and initiate as a service request
- B Increase the size of development changes to make them easier to handle and increase success
- C Create a change model for development changes that includes the use of safe-to-fail testing
- D Initiate development changes as emergency changes so that errors can be identified quickly
QuestionQ2
Plan and build service value streamsAn organization is transitioning from a process-based approach to a value-stream-based approach for managing user issues.
Which of the following activities should the organization perform FIRST?
- A Consider how the service desk teams can be involved at an earlier stage in the creation of a service.
- B Identify the activities which could be improved by the use of automation
- C Understand which steps contribute least to the support of the service
- D Understand the situations in which incidents and service requests will be initiated
Community Discussion
QuestionQ3
Plan and build service value streamsA service provider receives many complaints about the time required to fulfil predefined requests submitted by users. Value-stream analysis has shown that the average cycle time at every request-fulfilment step is short and meets the agreements, but the average lead time is unacceptably long and request fulfilment exceeds the agreed time.
What should the service provider investigate further to improve the situation?
- A Investigate which tasks take too long to complete and why
- B Investigate where queues appear in the workflow and what causes them
- C Investigate whether delays are related to transfers and wait times
- D Investigate the workflow metrics to understand what causes the delays
Community Discussion
QuestionQ4
Collaborate and improve across value streamsAn organization wants to motivate its employees to propose improvements to its practices. However, employees are hesitant to make suggestions because their ideas have been ignored previously. The employees do not trust their managers to be open or transparent.
Which concept should be applied to address this challenge?
- A Working with a customer-oriented mindset
- B Shift-left
- C A continual improvement culture
- D Workforce planning and management
Community Discussion
QuestionQ5
Create, deliver and support servicesWhat should an organization take into account when deciding whether to retain or outsource particular IT services?
- A Short-term cost optimization
- B Cultural barriers and associated risks
- C Immediate staff reduction
- D Transfer of responsibility for highly tailored services
Community Discussion