SQUARE 5 - MP - ING

Information that is needed to resolve problems is difficult to obtain because IT staff are worried that they will be blamed for mistakes. Which concept can MOST help to resolve this?. Safety culture. Design thinking. Valuable investments. Agile.

Which high velocity IT objective can be based on competences, such as improved decision making, that result from the effective use of IT products and services?. Valuable investments. Fast development. Resilient operations. Assured conformance.

Identify the missing word in the following sentence. __________ is a technique that can be used to overcome issues with tiered support, such as work bouncing from team to team. Triage. Swarming. Escalation. Prioritisation.

An organization intends to improve the quality of support of its services. It recognizes that some ways of working are not focused on creating value. Which is an example of a working practice which the organization should STOP?. Discussing requirements and expectations of service availability with customers to determine incident prioritization categories. Conducting a survey to collect feedback from users on how they would like the interface of the self-service portal to look. Engaging with consumers to understand if the service support model will be fit for purpose following a planned organizational re-structure. Using the response and fix times from the organization's hardware vendor to drive incidente resolutions times for customers.

An IT department in a large enterprise has been managing a service that is core to the enterprise’s strategy and objectives. Recently, the quality of a service has been falling. Investigations have revealed that the service team works on resolving incidents, requests and problems, and also development, testing, and releasing new functionality. Due to the mixed workload, the team are unable to complete many tasks to the level of quality required. Which approach would MOST LIKELY help in this situation?. Outsource the incident, request and problem workload to a managed services provider, so that the service team can focus on developing new functionality quickly. Reduce the demand for new functionality so that the overall workload is at a level that the service team can manage without becoming overwhelmed. Adjust incident resolution and request fulfilment SLAs so that the customer service team has more time to resolve issues without breaking their formal commitments. Use forecasting techniques to model workload over time and ensure that the team has the right number of people with required skills to meet the workload.

A service provider is in a partnership relationship with a service consumer. The services provided are complex, with new functionality and improvements constantly being developed using agile methods. Which is the BEST approach for validating service value?. Perform ad-hoc service reviews and produce reports of service outputs. Work together to identify methods of checking service value and check that value propositions are still valid. Produce service level reports and an analysis of the cost and risks of service delivery;. Regularly perform user satisfaction surveys and an analysis of the costs and risks removed from the service consumer.

Which is the BEST example of the ‘organizations and people’ dimension in the context of high velocity IT?. Automating the flow of data between Dev and Ops. Integrating business and IT staff in a single team. Using shared communication systems to improve collaboration. Understanding how suppliers contribute to a value stream.

Identify the missing words in the following sentence. __________ _________ describes the concept of managers supporting the people they lead by ensuring they have the right resources and support. Agile management. Servant leadership. Cross-functional management. Goal-focussed management.

What is an attribute of a strategic partnership?. Minimal information is shared. Trust needs to be developed. The customer needs to be able to exit easily. The relationship is driven by price.

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 approach 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 achieved using agile techniques. Create one value stream for the entire project, to enable an end-to-end, holistic vision of the service. Create one value stream for each team, to allow the teams to focus on their diferente objectives. Create separate value streams for practices, people, tools and suppliers, to ensure that the 'four dimensions' are considered equally.

In an organization, a service desk team employs experienced staff who have worked there for many years and have good relationships with support teams. The organization has a good improvement culture, and staff are encouraged to use their experience and identify improvements. They are developing a new policy for handling incidents. Which is the BEST approach for this new policy?. Ensure that any identified exceptions are excluded from the policy to improve clarity. Ensure that all teams involved in incident resolution collaborate in the development of the policy. Implement the policy to the service desk staff initially before informing other affected support teams. Engage with stakeholders to ensure that as much detail as possible is included in the policy.

An organization manages the support of its services in an efficient way, organizing its activities and people in a hierarchical structure. They have established processes, procedures and measurements. However, there are many complaints from staff in various support teams about the lack of flexibility in their roles. The staff think that they are being constrained from using their creativity to provide better support to users when the incidents are complex. Which approach would help to improve this situation?. Machine learning. Shift left. Algorithmic tasks. Heuristic tasks.

Providing a good understanding of stakeholder needs, transparency, and good relationships, is an example of which value chain activity?. Obtain/build. Design and transition. Improve. Engage.

Which concept is concerned with creating prototypes to test hypotheses?. Design thinking. Safety culture. Continual improvement. Complexity thinking.

A service provider is launching a new service. The target market is users who have limited experience of using the internet and are unlikely to use social media. Which is the BEST method of providing user support?. Provide simple online support and contact numbers for the service desk. Use machine learning chatbots to anticipate the needs of the users and provide solutions. Implement a 'shift-left' approach to provide support and downloadable help articles. Use popular networking sites to promote and provide online user support.

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.

Which is an example of a digital organization?. An organization which uses IT to change its strategic direction. An organization which uses IT to support its operational processes. An organization which uses IT to improve its 'service desk' practice. An organization which has undergone an IT transformation.

Which of the following options correctly defines the BEST definition of the ITIL service value chain?. A set of activities that cover the end-to-end value of a service. A complete set of services that are managed by the organization. A set of specialized organizational capabilities for enabling value for customers. A set of rules ensuring consistency in adoption and adoption of value.

Which ITIL concept describes governance?. The seven guiding principles. The four dimensions of service management. The service value chain. The service value system.

An organization in a highly-regulated industry is considering adopting agile practices. The management team is concerned with maintaining compliance to regulatory requirements while empowering teams at every level to make key decisions. Which approach would MOST LIKELY help the company overcome this challenge?. Establish an operating model for teams and individuals to understand their scope of control, and the types of decisions they can make. Map strategic objectives to operational metrics, so that all teams understand how their work impacts the organization's compliance to regulatory requirements. Review and update operational policy documents to make reference to agile practices, and initiate a training programme to highlight the benefits of these practices. Assess how competitors approach decision-making, and create a business case that highlights the return on investment from agile practices.

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 for 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 capability.

What is necessary for successful decision-making?. Ensuring that decisions about high-risk situations are made closest to the people performing the work. Ensuring that all decisions are made at the highest levels of the service provider organization. Ensuring that all staff involved in projects have the smallest scope of control possible. Ensuring each person in the service provider organization has clearly defined roles and scope of control.

Failure to address ALL FOUR dimensions may lead to what adverse impact to the business?. Suppliers not delivering the appropriate value for money. Consumers and service providers unable to work together. Services not being delivered within expectations of Quality or efficiency. Technology not supporting the consumers requirements.

What is a challenge when onboarding individual consumers?. Ensuring that the sponsor agrees the level of service that the consumer receives. Dealing with many service consumers with different skills. Returning consumer equipment and cancelling user rights. Identifying and documenting service requirements.

A customer usually has good control of a service provider in terms of achieving service levels, but often struggles to assess service value. Which level of service relationship maturity does this situation describe?. Cooperative relationship. Basic relationship. Managed relationship. Partnership.

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 services. Conducting 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 requirements. Contacting the organization's ITSM software tool provider to learn about software updates which might improve the support of the services.

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 approach 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 achieved in an Agile manner. Create one value stream for the entire project, to enable an end-to-end, holistic vision of the service. Create one value stream for each team, to allow the teams to focus on their different objectives. Create separate value streams for practices, people, tools and suppliers, to ensure that the 'four dimensions' are considered equally.

Understanding customer experience and user experience should actively be managed. This is an element of which guiding principle?. Focus on value. Start where you are. Think and work holistically. Collaborate and promote visibility.

Which value chain activity ensures people understand the organization’s vision?. Improve. Plan. Deliver and support. Obtain/build.

Which is a challenge when onboarding individual consumers?. Identifying the consumers' needs because they do not communicate them clearly. Identifying the customer that can represent the service consumer. Dealing with a large number of consumers with varied skills and backgrounds. Providing marketing material tailored to the needs of service consumer.

An organization is attempting to improve the design, development and transition of new services. It recognises that some ways of working are not focused on creating value. Which is an example of a working practice that the organization should STOP?. Defining the features and functionality of services by relying on the developers' previous experience of designing similar systems for customers. Involving users, customers and other stakeholders when communicating desired outcomes in the form of user stories. Designing systems with the continual involvement of customers, to ensure that any changes in requirements are understood as early as possible. Involving customers and users in testing activities, to understand whether the service meets the customers' and users' expectations.

Which is within the scope of 'organizational change management'?. Obtaining support and sponsorship from senior management for improvement initiatives. Ensuring changes to IT assets are assessed for cost, risk and impact. Ensuring improvement projects address the most urgent needs of the service consumers. Minimizing change fatigue by limiting improvements projects to one a year.

A mobile device that is supplied to a consumer who takes ownership of future use is an example of which service offering component?. Service. Service Actions. Goods. Access to Resources.

What does a digital organization have to do to create or maintain a competitive advantage?. Market and sell existing products and services to new customers. Deliver innovative new products and services quickly and reliably. Provide multiple, integrated support channels for products and services. Change the way that the IT function develops products and services.

Which TWO are 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.

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.

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 able to use the service.

The guiding principle ‘Start Where You Are’ suggests use of which of these activities?. Observe directly. Iterative action. Project management. Improvement implementation.

Which competency profile is required by an individual who is tasked with motivating others to adopt the new ways of working required to support the organization's goals?. Administrator. Leader. Coordinator/communicator. Technical expert.

A service provider and customer are in the engage step of the customer journey. Which example demonstrates that the service provider is building trust with the customer?. The service provider ensures that all contacts with the customer are owned and followed up in a timely and open manner. The service provider shares a full catalogue of service offerings without understanding the basic needs of the customer. The service provider ensures that the service levels are agreed before disclosing the risks associated with service consumption. The service provider ensures that the customer demonstrates adaptability to service provider needs.

Which of the following is NOT a concern when using a waterfall approach?. Projects are more predictable with defined phases from business case to value co-creation. The focus on the go live date may result in phases such as testing being squeezed or missed. To be effective, significant culture change may be required. It may be difficult to commit to deadlines, especially in highrisk environments.

Which cultural characteristic should an organisation have in order to operate in a high velocity IT environment?. Conservative and locked down policies with limited risk taking. Psychologically safe environment where playfulness is supported. Traditional style of management with strict lines of communication. Initiatives are controlled by development Only.

After completing an online training course, the employees of a company are better equipped to make use of the digital systems. Which mid-level goal is supported by this training?. Valuable investments. Resilient operations. Fast development. Value co-creation.

Which value chain activity communicates the current status of all four dimensions of service management?. Improve. Engage. Obtain/build. Plan.