SQUARE 3 - MP - ING

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 actions that impact the customer. Failing to deal with communication in a timely fashion.

Which guiding principle considers the importance of customer loyalty?. Progress iteratively with feedback. Focus on value. Optimize and automate. Start where you are.

An IT organization is beginning to define value streams for the most important aspects of service delivery. Focusing on value and outcomes, they want to make sure every activity is aligned with the company vision and mission. Which is the best approach to ensure alignment of IT activities with company goals and objectives?. Develop a mission statement specific to each service value chain that takes into account the company mission. In this way, every service value chain will understand its role in value creation. Perform a skills assessment to determine if IT staff have the right skills to complete service value chain activities. Address gaps through training and development in alignment with company goals and policies. Based on the vision and mission, translate every goal down through every level in the organization. Translating goals layer by layer ensures that all activities are aligned with the organization’s strategy. Establish process metrics for every part of the service value chain. This will help identify areas where activities can be improved. This ensures all activities are producing the highest value possible.

A company is pursuing a strategy of acquiring small companies which have products that complement their overall portfolio. Although early efforts to integrate company acquisitions have been successful, recent employee engagement results indicate a growing disengagement, especially among IT staff. IT staff feel that their managers do not listen or care about their concerns. What can be done to improve the engagement of IT staff with the changes?. Encourage the staff to suggest ways they can support the company strategy. Enable the staff to provide feedback through formal channels and create a dialogue with management. Arrange informal celebrations to acknowledge the work the staff have been doing. Establish a formal mentorship programme to connect IT staff from the company with the staff from acquired companies.

Which statement BEST describes the role of IT staff in risk management?. IT risk management is a specialized skill and should be performed only by specially trained staff. When IT services fail because of unidentified risk, responsible staff must be held accountable. IT staff cannot be relied on to objectively identify potential risks in their work. IT staff have a perspective of potential risks in their work, and are responsible for contributing to the effective management of risks.

An organization supports the users of its services using a tiered structure. There are many specialists in the second- and third-line resolution teams who have worked for the organization for a long time. The organization is in the process of deploying many changes to services. This is likely to result in a large number of complex incidents. In addition, there are long backlogs of work for the second- and third-line resolution teams to complete. Which is the BEST approach or technique to resolve this situation?. Service integration and management. Machine learning. Swarming. An information model.

An organization is experiencing difficulties with the way it resolves incidents. The service desk staff are often unsure which team 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 situation?. Continuous integration. Robotic process automation. Swarming. Data analytics.

Which of these are valid reasons for considering measurement? i. To set a baseline to enable progress towards goals or objectives to be quantified. ii. To quantify achievement of improvements, changes, or plans. iii. To support business decisions. iv. To identify opportunities for improvement. v. To define the strategy that the organization should adopt. i & iii only. iii & v only. i, ii & iv only. i, ii, iii & iv Only.

Which statement about the end-to-end customer journey is CORRECT?. It focuses on achieving outcomes. It represents a pre-determined path. It reflects an overall perception. It involves optimizing touchpoints.

Which dimension of service management considers governance, management, and communication?. Organizations and people. Information and technology. Partners and suppliers. Value streams and processes.

An organization is implementing new technology that will significantly improve how they interact with their customers. Which term BEST describes this situation?. Digital organization. High velocity IT. Digital transformation. IT transformation.

A designer has been asked by an organization to design a new office chair. The designer has proposed a plan 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 concept is concerned with the dynamics of groups of people working together and their commitment to Interact with each other to achieved shared goals?. Employee satisfaction management. Organizational structure. Working to a customer-oriented mindset. Team culture.

An organization is adopting agile methodologies. The IT department is centralized at the corporate office. The infrastructure operations manager has become very frustrated with the development teams using agile because they are not following any of the established standards. What is the BEST method of communication to improve the situation between the operations manager and the agile development teams?. Use email communication to ensure that there is a clear record of all exchanges. Arrange a phone call between the operations manager and the teams using agile. Organize a face-to-face meeting between the operations manager and the teams using agile. Use the organization's social media page to explain why agile is the best approach.

Governance is a core component of the service value system. How does governance support high-velocity IT?. It defines the influence of political and economic factors on the organization. It represents the types of resources used by the organization. It offers a pattern for scientific thinking and routines for practice. It directs the organizational entity responsible for digital technology.

What do design thinking and service-dominant logic have in common?. Both require clearly defined requirements 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.

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 messaging 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.

Customer Value, Value Stream, Flow, Pull and Perfection are principles in which of the following methods?. Agile Product and Service Development. Service Blueprint. User Centered Design. Lean Thinking.

A network security engineer is defining the controls needed to protect firewalls. What is the FIRST thing they should do to determine the correct controls?. Review existing firewall rules and controls to ensure that there has been no deterioration. Review the risk register to ensure that all risks are being managed. Contact the firewall vendor to identify commonly used controls for this technology. Identify the organization’s objectives that the controls need to support.

Which is CORRECT when considering a transformation to high-velocity IT?. It is acceptable to take risks which may lead to competitive advantage. High-velocity IT focuses on using data to improve the performance of physical devices. The impact on the culture of the organization does not need to be considered. Risks can be minimized by making a significant change rather than incremental improvements.

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 prioritized. Implementing CI/CD tools to deploy software quickly. Adopting Kanban boards to visualize the flow of work across software development teams.

Which two stakeholders co-create value in a service relationship?. The investor and supplier. The consumer and provider. The provider and supplier. The investor and consumer.

“Someone who is strong in two areas, plus has knowledge of other areas” may be described as: T-Shaped. Comb-shaped. U-shaped. Pi-shaped.

A management consultant has been hired to help a multinational organization improve corporate governance, risk management, and compliance. Who would the consultant PRIMARILY work with to understand the current state of governance?. The board of directors. The largest shareholders. The internal audit committee. The service management office.

A service provider has built a 'collaborative relationship' with a customer. Which activities are they MOST LIKELY to use to validate the services that are provided?. Ad-hoc joint service reviews of costs and benefits. Continual tracking and analysis of the outcomes, costs, and risks. Joint service reviews of achievements of service targets. Review of costs of service provider technology upgrades.

An organization is undergoing a significant cultural change as a result of introducing Agile and DevOps practices. How can managers use Toyota Kata to help employees adjust to these different ways of working?. By encouraging the practicing of routines to unlearn old habits and learn new ones. By creating detailed plans that predetermine how to approach large changes. By making hard decisions for the teams and providing step-by-step guidance. By encouraging widespread changes that involve the teams starting from scratch.

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 requests for outstanding payments for the service.

A service provider needs to increase the IT capacity to support the company expansion, maintaining the Customer satisfaction. The company subscribes a Platform as a Service (PaaS) following their cloud strategy. Which activity should be done FIRST?. Collect information from different touchpoints between the service provider and other stakeholders. Define a customer journey map considering the Customer and service provider goals. Understand how the customer journey, the services, the products and environment are perceived by the customers. Segment the customers, identifying their needs, wants and emotional mindsets.

Which high velocity IT objective applies to all the service value chain activities?. Fast development. Valuable investments. Assured conformance. Resilient operations.

After completing an online training course, the employees of an organization are better equipped to utilize digital systems. Which mid-level goal is supported by this training?. Valuable investments. Resilient operations. Fast development. Co-created value.

An organization is planning to communicate information about a new improvement initiative by providing information on the IT portal, sending emails, and holding meetings with affected groups. Which communication principle are they applying?. Communication is a two-way process. We are all communicating all the time. Timing and frequency matter. There is no single method of communicating.

Which describes the value driven approach to service design?. The practice of analysing a business, defining its needs, and recommending solutions that create value for stakeholders. An iterative approach based on frequent feedback, continual experimentation, and learning to ensure value co-creation. A process improvement philosophy that prioritizes flow efficiency over resource efficiency. Designing just enough features to satisfy early customers, and providing feedback for future development.

Which management structure is adopted by organizations requiring enhanced speed and agility?. Functional. Flat. Matrix. Divisional.

A service provider describes a package that includes a laptop with software, licenses, and support. What is this package an example of?. Value. An outcome. Warranty. A service offering.

How can an organization facilitate positive outcomes and experiences throughout the Customer journey?. By understanding service consumer needs and desires. By ensuring key risks have been identified and addressed. By being fair and transparent with costs. By optimizing the use of resources during the service lifecycle.

A software development team makes many hundreds of small changes every week. Who can BEST make the decision of whether to accept each change?. The IT change manager. The software development manager. The sponsor in the service consumer organization. The other members of the software development team.

Which guiding principle would help the MOST in breaking down silos and eliminating conflicting goals?. Optimize and automate. Start where you are. Collaborate and promote visibility. Progress iteratively with feedback.

An improvement initiative was completed delivering a result according to the agreed requirements between the service provider and the service consumer. A PIR (Post Implementation Review) was conducted with success and neither incidents nor requests related to the new functionality are reported, and the service level reports are all green. Which activities should be carried out to assess the service value realization?. Services Reviews Considering User’s Feedback. Cascading Goals and Requirements. Risk Management. Service Financial Management.

Which concept is concerned with creating good working relationships with other people by considering their intellectual and emotional needs?. Employee satisfaction measurement. The value of positive communications. Organizational structure. Automated interactions.

Which is the MAIN reason for service providers to encourage feedback on service provision?. To allow the service consumer to identify potential super-users. To allow service consumers to compare service providers. To establish which user communities are providing most value. To provide sources of continual improvement of services and practices.