ITIL 4 Specialist Create, Deliver and SupportPreview

A large organization has a centralized service desk, and many different teams that help to resolve incidents and manage service requests. They also use many different suppliers to support these activities.
What is the minimum number of different value streams that they need, in order to manage this work?

Which statement about ‘service integration as a service’ is CORRECT?

An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool, and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays.
Which is the BEST action this team can take to address leadership’s concern?

A user has logged an incident saying that transactions via the company website are very slow. The service desk team does not have the skills needed to investigate this. There are many different teams that this could be escalated to, including a web server team, an application team, an infrastructure team, and a performance management team.
Which is the BEST approach for the service desk to use for escalating this incident?

A service provider is struggling to meet the incident resolution objectives for some incidents. Reports generated by the service management tools show that the resolution time is often longer than agreed in three types of situation:

• incident resolution requires a change to be implemented
• incident resolution involves the internal software development team
• incident resolution involves an external supplier.

What should the service provider do to improve the situation?

A service desk team acts as a single point of contact for its users Service desk team members are the first-line support however if they are unable to resolve the incidents, they are escalated to second-line support. This tiered support structure has resulted in large queues of unresolved tickets.
Which concept or approach would help the organization resolve this situation?

What approach can ensure testing happens earlier in the development lifecycle?

An internal service provider of a large retail organization is working on a major update of the self-checkout terminals used in the supermarkets. The update includes new hardware, software, and integration with a new card payment system.

How should the service provider ensure that the update is sufficiently tested?

A software development company wants to improve its service delivery by implementing a value stream for a new service creation. The company aims to balance speed and quality of service delivery.

How should the company structure its value stream to meet this objective?

What should an organization consider when deciding to retain or outsource specific IT services?

An organization has departments that are structured as Sales, Business Operations, and Quality Control. Each department has its own set of responsibilities, reporting lines, and authorities, and they manage their internal processes independently.

What type of organizational structure is this an example of?

A technology organization is undergoing a strategic expansion, targeting emerging markets. The organization’s current workforce has not had experience in dealing with the innovative products which are part of the new markets.

What is the BEST strategic approach that the organization should adopt to resolve this situation?

A mobile app development company has implemented a new strategy in its software development process. Instead of large, infrequent updates, it now releases smaller updates every two weeks. These updates are shaped by regular user reviews and suggestions, which the company actively seeks and incorporates into each new version.

Which guiding principle is this approach MOST closely aligned with?

A service provider is aiming to optimize service management activities to ensure high quality of services and eliminate waste. Each practice and team have been working on continual improvement and implemented a large number of improvements. However, improvement in overall efficiency and in service quality has been lower than expected.

What is the BEST approach for the service provider to take to resolve this?

A service provider is struggling to ensure timely incident resolution. The reports show that the majority of incidents that can be resolved without implementing a change is resolved on time. However, if an incident resolution requires a change, it is almost never implemented within the agreed incident resolution time.

What is the BEST approach for the service provider to improve the situation?

An internal service provider of a charity foundation wants to ensure that all queries coming from users and customers are processed within the agreed time. Records show that the flow of incoming queries is uneven; the teams processing the queries may be overwhelmed one day and have idle capacity on another.

What s the BEST way for the service provider to ensure timely processing of all queries?

A service provider involves suppliers to resolve incidents related to third-party software. Resolution of such incidents typically takes longer because of the time required to contact a supplier and other delays. The service provider needs to involve supplier every time a similar incident occurs again. Incident manager wants to reduce the costs and improve the timeliness of incident resolution.

What is the BEST way for the incident manager to achieve this?

What is the goal of the ‘shift-left’ approach?

A software development company wants to transition from a traditional working model to one focused on innovation and adaptability. The management has recognized a need to support changes in the mindset among employees, particularly those accustomed to the traditional approach. However, the management has encountered resistance from long-standing employees who are accustomed to traditional methods.

What strategy should the company adopt to effectively facilitate this cultural shift?

In which circumstances should an organization buy, rather than build, software?

A service provider works with a diverse group of customers, including corporate, private, and partner organizations. The service provider’s service desk supports users from all customer organizations. However, different users prefer different communication channels. In response to their preferences, the service provider implemented email, chat, phone, and website contact form for the users to contact service desk. Service desk team is increasingly struggling to monitor all channels and respond timely. Some user queries are not noticed early enough, and the users are complaining.

What should the service provider do to improve the situation?

A large organization is planning to integrate multiple systems into its existing IT infrastructure.

What approach should the organization consider to achieve effective integration?

An internal service provider has made service desk a single point of contact for all user queries, including incidents, service request, complaints, and compliments. To ensure a fair allocation of the service desk resources, a common rule for processing all incoming queries has been agreed: “first in, first-out”. It has soon become apparent that some incidents reported by users spend too much time waiting to be processed and triaged by the service desk. This leads to delayed incident resolution and negative business impact.

What is the BEST way to improve the situation?

A managed service provider manages an organization’s suppliers, provides some delivery functions to the organization, and coordinates service integration and management between the organization and its suppliers.

Which model is this an example of?