SQUARE 2 - MP - ING

What BEST describes the relationship between planning and risk?. Planning is a high level function, risk management is a tactical activity. Planning should always consider risks and how to mitigate them. Planning focuses on what needs to be accomplished, risk management is part of how work is to be performed. Risk management is the exclusive domain of dedicated risk managers.

Which is a method for value-driven, data-driven and user-centered service design?. Stakeholder analysis. Balanced scorecard. Design thinking. The MoSCoW method.

‘A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.” This is the definition of which term?. Product. Output. Service. Organization.

Which are methods of measuring customer perception of IT services? 1. Service availability reports 2. Feedback from service review meetings 3. Telephone surveys 4. Service provider employee satisfaction surveys. 1 and 2. 2 and 3. 3 and 4. 1 and 4.

Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?. Keep it simple and practical. Optimize and automate. Progress iteratively with feedback. Focus on value.

Which domain involves running experiments to decide how to respond to a situation?. Emergent practice. Best practice. Good practice. Novel practice.

A service provider encourages their users to form a user support community. What is a potential benefit to the service provider?. Reduction in demand for support from the service provider. Creation of groups that can be used to provision services. Improved collaboration within the service provider organization. Reduced collaboration between user organizations.

An organization is experimenting with a new AI function in a volatile chemical hazards factory. It is highly automated to reduce the impact of human error or human casualty in case of an accident, however human oversight is still required. It is hoped that this new AI function can accurately read the facial expressions of the employees during their shift to know when to activate a system shutdown or lock down in the event of human error (accidental or intended). What kind of thinking will assist the organization with this new AI function?. Toyota Kata. Ethics. Complexity-based heuristics. Design Thinking.

An organization wants to become more efficient by reducing the amount of unnecessary work they do. Which approach would be MOST helpful?. Safety culture. Lean OK. DevOps. Site reliability engineering.

Which can act as an operating model for an organization?. The four dimensions of service management. The service value chain. The ITIL guiding principles. Continual improvement.

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?. 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. 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. Involve senior management as early as possible to define requirements, and help with 'organizational change management' to ensure successful implementation of the service. Assess and improve capabilities of IT teams, prioritizing areas that are required to deliver the service in a way that meets customer expectations.

A service provider is planning to provide a new service. Which step of the customer journey includes the activities of granting user the access to the new service, providing consulting for process improvement, and revision of contracts?. Engage. Co-create. Onboard. Realize.

An organization has set up an 'ideas' page on an internal website and is encouraging its employees to experiment with different working methods when they experience issues that prevent the achievement of outcomes. Which concept is involved in these changes?. Integration and data sharing. Advanced analytics. Team culture and differences. The culture of continual improvement.

What is a potential benefit of marketing services to internal customers?. It reduces the need to include services in the service catalogue. It utilizes services more effectively and efficiently. It maximizes the profit of the service provider. It reduces the demand for services.

Which statement about the reporting of service outcomes and performance is CORRECT?. Return on investment (ROI) should be mapped to customer outcomes. Service performance metrics should be mapped to customer outcomes. IT component scorecards should be mapped to service provider outcomes. Customer satisfaction feedback should be mapped to service provider outcomes.

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 are the possible sources of demand for a value stream to restore a live service? 1. Someone is unable to log into their user account for the service 2. A monitoring tool detects a service failure 3. The service desk calls a user to provide a status update for an incident 4. A user provides feedback to the incident manager when an incident is closed. 1 and 2. 2 and 3. 3 and 4. 1 and 4.

A minimum viable product (or service) is one with just enough features to enable early assessment and to obtain feedback for future development. When should this technique be used?. In assessing the value of an application. To attract customers from a different domain. To research market response to a portfolio item. All of the above.

An organization is experiencing delays to incident resolutions because there is a lack of clarity about escalation paths among support teams. These delays sometimes cause the organization to lose significant amounts of money. The organization has decided to investigate the activities involved in incident resolution, and to produce a flow of activities which are connected from the time a disruption occurs until a resolution has been identified. Which concept is this an example of?. Organizational structure. Collaboration. Value stream. Workforce planning.

A commercial service provider is creating a new strategic plan. It has developed the following tactics and operational plans: • Tactic 1 - acquire new resilient infrastructure • Tactic 2 - launch services by region • Operational plan 1 - operate infrastructure to meet service levels • Operational plan 2 - train staff on new infrastructure skills. Which strategy do these tactics and operational plans support?. Ensure improved handling of service requests by training staff. Identify customer needs for new services by researching market. Increase revenue by introducing a new range of services. Ensure successful deployment by preparing implementation plan for new services.

An organization is designing a survey to assess the needs and expectations of its staff. What is this an example of?. CI/CD. Integration and data sharing. Customer-orientation. Employee satisfaction management.

What is the MOST efficient way for a service provider to maintain a sustainable relationship with corporate users?. Design user-friendly interfaces. Cooperate with service consumers at every step of the customer journey. Avoid unrealistic expectations by not involving users in the testing of the services. Constantly monitor user feedback on social media.

An IT department is planning to make significant investments in new testing technology that will enable them to provide much more reliable services. What does this situation describe?. Digital organization. High velocity IT. IT transformation. Digital transformation.

A stock trading company uses artificial intelligence (AI) to analyse markets and suggest investment strategies. The IT staff work long hours under pressure to manage the algorithms required. Tension in the teams is growing, and staff are disagreeing and blaming each other. What approach should be taken to improve the situation?. Reinforce trust by fostering a safe environment in which staff can voice opinions and resolve issues. Introduce chaos engineering to proactively detect errors in the algorithms. Design a new value stream that ensures that errors cannot be introduced. Reduce the number of algorithm changes so that IT staff have more time to spend on each one.

Which joint activity performed by a service provider and service consumer ensures continual value co-creation?. Service provision. Service consumption. Service offering. Service relationship management.

Which value chain activity ensures that products deliver stakeholder expectations for quality?. Design and transition. Engage. Obtain/build. Plan.

Which is a method of tracking service value?. Using scorecards to collect as many technology metrics as possible. Performing surveys to establish customer satisfaction. Reviewing service provider risks for the last period. Monitoring the cost of providing service desk support.

Two IT teams are currently not collaborating well. Which of these will be MOST helpful to improve the situation?. Teams agreeing to share information. Aligning KPIs for the teams. Establishing a shared goal for the teams. Merging the teams into a single larger team.

A retail organization is trying to improve customer loyalty. One approach it is taking is to allow its online shopping customers to choose the time of day that their package is delivered to their home. What is this an example of?. Continuous delivery. Service-dominant logic. Deployment management. Availability management.

What provides value to the organization by ensuring that there is end-to-end management over the organization's suppliers through a single entity?. Workforce planning and management. Shift-left. Integration and data sharing. Service integration and management.

Which ITIL guiding principle recommends using existing services, processes and tools when improving services?. Progress iteratively with feedback. Keep it simple and practical. Start where you are. Focus on value.

When investing in products and services, an organization wants to ensure its decisions benefit society and also benefit its employees and shareholders. Which approach does the organization need to embrace?. Theory of constraints. Principles-based ethics. Design thinking. Site reliability engineering.

Which of the following describes how HVIT principles, models, and concepts are grouped?. Purpose, People, Progress. Partners, Propulsion, Platform. Principles, Progress, Partners. Purpose, Prevention, People.

Which mid-level objective involves researching new products and services, and continuously evaluating existing products and services?. Valuable investments. Fast development. Resilient operations. Assured conformance.

An organization is considering how a new service will be supported when it goes live. There aremany teams that will contribute to the support of the service. Which approach should the organization follow when creating a value stream to support the new service?. Create one value stream for every lifecycle phase of support requests. Create one value for the entire set of support activities. Create one value stream for each support team. Create separate value streams for practices, people, tools and suppliers.

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. 1 and 2. 2 and 3. 3 and 4. 1 and 4.

In which TWO situations should the ITIL guiding principles be considered? 1. In every initiative 2. In all relationships with stakeholders 3. Only in specific initiatives where the principle is relevant 4. Only in specific stakeholder relationships where the principle is relevant. 1 and 2. 2 and 3. 3 and 4. 1 and 4.

Understanding the minimum viable product of each iteration when doing agile development is an application of which guiding principle?. Promote visibility. Think and work holistically. Progress iteratively with feedback. Keep it simple and practical.

An organization is struggling to respond to and resolve incidents in accordance with business needs and expectations. High priority incidents are often ignored because low priority incidentes can be easier and quicker to solve. What would MOST improve this situation?. A triage system. A CI/CD pipeline. Service integration and management. Deep learning.

Which is the BEST approach for a service consumer to use when they want to obtain services from a service provider?. Provide the service provider with a detailed list of requirements. Ensure that their detailed requirements are based on a previous legacy solution. Develop a list of needs focusing on what should be achieved. Ask the service provider to customize a solution to suit their requirements.