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ERASED TEST, YOU MAY BE INTERESTED ONSimulado 2 - Inglês

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Title of test:
Simulado 2 - Inglês

Description:
Simulado 2

Author:
AVATAR

Creation Date:
29/06/2022

Category:
Others

Number of questions: 41
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An organization´s lead times and the flow of tasks across value streams are being impacted because tasks often sit waiting in queues. Which tecnique can be used to overcome this challenge? Clarifing ´definition of done´ Introducing a ´push´ system Increasing batch sizes Limiting work-in-progress.
In which TWO situations should be ITIL guiding principles be considered? 1. In every initiative 2. In all relationships with stakeholders 3. Only specific initiatives where the principle is relevant 4. Only specific stakeholder relationships where the principle is relevant 1 and 2 2 and 3 3 and 4 1 and 4.
A large service provider with many staff has built a relationship with a customer and agreed a 10-year contract. Both organizations have shared information freely and responded to requests. Which is MOST LIKELY to be a threat to maintaining the relationship? Scheduling interactions between customer and service provider Changes in service provider and customer staff Failing to explain service provider action that impact the customer Failing to deal with communication in a timely fashion.
Which guiding principle would help the MOST in breaking down silos and elimating conflicting goals? Optimize and automate Start where you are Collaborate and promote visibility Progress iteratively with feedback.
Which BEST describes the primary role of a governing body? To establish and regularly review the goals cascade throughout the organization To develop and regularly review IT measures and metrics To annually review and approval of IT projects to maximize business value To establish and regularly review the effectiveness of risk management and internal controls.
An organization is experiencing difficulties with the way it resolves incidents. The service desk staff are often unsure which teams to escalate an incident to. The incident is then passed between different teams until it reaches the correct team. Also, the service desk analyst does not always know the correct type of information and level of detail which will be required by the team that resolved the issue. The organization is considering moving away from a formally organized system of tiered support groups. Which is an alternative to this structure that would help to improve the situaiton? Continuous integration Robotic process automation Swarming Data analytics.
What do design thinking and service-dominant logic have in common? Both require clearly defined requierements and acceptance criteria Both involve collaborating with customers to ensure their needs are met Both focus on product functionality and on building new features Both focus solely on the needs and problems of the consumers.
Which is an example of a digital organization? An organization which uses IT to chegan its strategic direction An organization which uses IT to support its operational processes An organization which uses IT to improve its ´service desk´ pratice An organization which has undergone an IT transformation.
Which is a method for value-driven, data-driven and user-centered service design? Stakeholder analysis Balanced scorecard Design thinking The MoSCoW method.
A service provider is planning a major change to its services and the way it delivers them. The project will include many changes to the working practices of staff. The service provider expects resistance to these changes and would like to manage communication in a sensitive way. Which is the MOST appropriate approach? Use instant messagin for both communicating and receiving feedback to ensure a quick response for all affected staff. Use a mix of communication methods and ensure that a feedback mechanism is included that allows anonymity to be retained if desired Send an email to the affected staff and ensure that as much detail as possible is included to promote transparency Use a mix of communication methods and ensure that any feedback received is shared openly on a public forum to promote visibility.
Which value chain activity ensures that products deliver stakeholder expectation for quality? Design and transition Engage Obtain/build Plan.
An organization is compiling information about how a new service will be used. It is considering how each set of stakeholders will experience the service. In the past, the suppliers have been unreliable, so the organization wants to identify the main risks and dependencies for the introduction of the service. What is this an example of? An agile approach Shift left Value stream mapping Workforce planning.
An organization is planning to communicate information about a new improvement initiative by providing infromation on the IT portal, sending emails, and holding meetings with affected groups. Which a communication principle are they applying? Communcation is a two-way process We are all communicating all the time Timing and frequency matter There is no single method of communicating .
What is the expected outcome from using a service value chain? Service value streams Customer engagement Value realization The application of pratices.
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? Use value stream mapping to help understand the end-to-end flow of user support Encourage teams to collaborate so they can focus on value of users Improve the integration of tools to ensure there are no gaps between processes Review skills and competencies of user support staff to ensure they have the required capabilitiy.
An organization´s customers have historically been satisfied with the funcitonality and performance of its service. Recently, hovewer, the organization is getting complaints about both the performance of the services and areas such as sales and customer support. How BEST can the organization collect the information needed to address these complaints? Gather customer service performance metrics and map to SLAs Collect customer experience and serivce level metrics Conduct satisfaction surveys after service interactions Use feedback from service reviews to assess value realization.
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? Running safe-to-fail experiments that provide learning opportunities Comparing the ´cost of delay´ between work items to ensure that financially valuable work is priorized Implementing CI/CD tools to deploy sofware quickly Adopting Kanban boards to visualize the flow of work across software development teams.
What is the MOST LIKELY reason for an organization to delay a transformation to high velocity? The organization needs to maintain high levels of information security The organization is not ready for a cultural change The organization needs high levels of IT service availability The organization is facing rapidly changing customer needs.
Which statement about user communities is CORRECT? User communities are created by service providers to investigate the cause of problems Communities set up by users may be recognized and supported by service providers Informal user communities should be disbanded and merged into official groups Every user community should have at least one super-user.
A customer is retiring a service and has terminated the contract for the service with the service provider. The service provider will continue to deliver other services to the customer. Which should the service provider include in the plans to offboard the service? Ensuring that user access rights are revoked for all services Creating training schedules for users on how to use the service Providing information to users about how to contact the service desk Identifying and making request for outstanding payments for the service.
Which ITIL guiding principle recommends usign existing services, processes and tools when improving services? Progress iteratively with feedback Keep it simple and practical Start where you are Focus on value.
A software development team is intending to develop many new applications and services. They will need contributions from various practices to achieve this. How should these activities be combined? Each pratice should define the outputs it will produce and the required inptus it needs to succeed A value stream should be designed to include activities from all practices that are needed Practices should operate as suppliers to each other, using guidance form the ´supplier management´pratice The software development manager should define requierements for all practices and ensure that theu contribuite to the over all service.
An organization is reviewing the support of its IT services. Which is an example of an ´outside in´approach? Understanding how infrastructure and application suppliers are involved in the end-to-end value chain for the support of the services Conduction customer and user satisfaction surveys to gather feedback on how customers and users perceive the support of IT services Asking for feedback from the internal technical teams to ensure they are able to deliver against the support requiriments Contacting the organization´s ITSM software tool provider to lear about software updates which might improve the support of the services.
Which two stakeholders co-create value in the service realtionship? The investor and supplier The consumer and provider The provider and supplier The investor and consumer.
An organization is designing a survey to assess the needs and expectations of its staff. What is this an exemple of? CI/CD Integration and data sharing Customer-orientation Employee satisfaction management.
An organization has IT divisions distributed globally. As the organization has grown, it has become difficult to align the activities of the IT divisions with the organization´s objetives How can the organization ensure that all IT activities are aligned with the organization´s objetives? Put compliance controls in place to ensure thta all centres of expertise are following the same practices Priorize risk mitigation strategies in alighnment with the organization´s risk appetite Establish increasingly detailed objectives at each level of the organization that aligh directly with the objectives of the layer above Collect feedback from both organizational and IT leadership from each region.
An IT department is able to rapidly develop service 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 faceb by the IT department? 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 requiriments Develop a clear understanding of the customer´s intended goals and expectations, and track each of them from start to finish to ensure that the service supports the required outcomes Involve senior management as early as possible to define requiriments, and help with ´organizational chage management´to ensure sucessful implementation of the service Assess and improve capabilities of IT teams, prioriziting areas that are required to deliver the service in a way that meets customer expectations.
A service support agents adjusts support actions following a call form a frustrated user. Which concept describes this behavior? Team Culture Employee satisfaction management Customer orientation Positive communication.
What BEST describes the relationship between planning and risk? Planning is a high level function, risk managment is a tatical activity Planning should always consider risk and how to mitigate them Planning focuses on what needs to accomplished, risk management is part of how work is to be performed Risk management is the exclusive domain of dedicate risk managers.
Which describes the customer journey? The actions that the service provider takes to attract new customers The end-to-end experience customers have with service providers The experience the service user gets from the service provider The actions that the user undertakes to be abble to use the service.
In service relationships, what is a benefit of identifying consumer roles? It enables effective stakeholder management It provides shared service expectations It removes constraints from the customer It enables a commong definition of value.
A designer has been asked by an organization to design a new office chair. The designer has proposed a plant that they have been asked to validate. In ´design thinking´, what should the designer do to BEST validate the plan. Ask the user to communicate their needs for the chair Ask the user to provide feedback on a prototype of the chair Adopt the user´s point of view of using the chair Decide for the user what is important for the chair.
Which are elements of the service value system? Service provision, service consumption, service relationship management Governance, service value chain, practices Outcomes, utility, warranty Customer value, stakeholder value, organization.
An organization wants to introduce a new service. There are many teams that will contribute to the design, development and transition of the service. Which apporach should the organization follow when creating a value stream for this new service? Create separate value streams for every project phase, to ensure that each milestone is achived in a Agile manner Create one value stream for the entire project, to enable and end-to-end, holistic vision of the service Create one value stream for each team, to allow the teams to focus on their different objetives Create separate value streams for practices, people, tools and suppliers, to ensure that ´four dimensions´ are considered equally.
Which chargin mechanism could cause the price of a service to change depending on the time of day? Cost Cost plus Market price Differential charging.
What do Lean and Agile consider a barrier to high perfomance? Large batch sizes of work Limiting work-in-progress Pulling versus pushing work Making work visible.
Which concept is PRIMARILY concerned with multiple teams moving to a cross-functional way of working? Organizational structure Employee satisfaction measurement Working to a customer-oriented mindset The value of positive communications.
Which describes the valu driven approach to service design? The practice of analysing a business, defining its needs, and recommending solutions that create value for stakeholders An interative approach based on frequent feedback, continual experimentation, and learning to ensure value co-creation A process improvement philosophy that priorizes flow efficiency over resource efficiency Designing just enough features to satisfy early customers, and providing feedback for future development.
How should the seven guiding principles be combined when a organization is making a decision? By using all the guiding principles equally when making any decision By using the one or two guiding principles that are most relevant to the specific decision By using the ´focus on value´ princple and one or two others that are relevant to the specific decision By reivewing each guiding principle to decide how relevant it is to the specific decision.
An organization wants to become more efficient by reducin the amount of unncessary work they do. Which approach would be MOST helpful? Safety culture Lean DevOps Site reliabiltiy engineering.
An orgaization´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? Clarifyng ´definition of done´ Introducing a ´push´system Increasing batch sizes Limiting work-in-progress.
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