An organization has historically ensured strict segregation of duties in an effort to catch errors and prevent fraud. In order to reduce bureaucracy, the organization has introduced automated controls that ensure changes adhere to the organization’s compliance requirements.
Which is the BEST approach this organization can use on a regular basis to maintain the automated controls?
A service provider tests the production environment with simulated scenarios. The infrastructure and platform management practice is expected to ensure that there are no significant outages resulting from these tests.
Which HVIT objective does this activity MOST contribute to?
Which is an example of IT transformation?
An organization has decided to design some of its new services as microservices. One of the reasons for doing so is to reduce the time to market.
Which is the BEST contribution of the 'architecture management' practice to this situation?
A service provider has experienced a number of major outages of its cloud services. These are suspected to be the result of unpredicted and uneven usage of the service.
How can the capacity and performance management practice contribute to resolving the issue?
A digitally enabled organization is introducing the discipline of chaos engineering in an effort to test and improve the resilience of its IT systems.
In this context, which would NOT be a contribution of the service continuity management practice?
An organization is reviewing its processes and procedures for developing digital products. The goal is to ensure that product teams develop new or changed components, products and services that meet the agreed criteria for quality and experience.
Which practice would BEST contribute to this goal?
A service provider delivering services for a financial organization is required to assure conformance to the governance, risk, and compliance regulation. To achieve this, the service provider involved the information security team.
Which task should be the responsibility of the information security team?
An organization has set up a new team to develop a mobile app. They want this team to help start their digital transformation journey.
Who should analyse and document the requirements for the new app?
Which is an example of a digital organization?
A problem manager is notified that a patch is available for a serious defect in a thirdparty software product that is used by the organization. After analysis they determine that the defect will not impact the organization as the defective version of the application has been retired and is no longer in use.
What should the problem manager do NEXT?
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. An increasing number of errors are occurring and staff are disagreeing and blaming each other.
What approach should be taken to improve the situation?
An organization would like to improve the speed of development for digital products and enable development teams to shift their focus from components to products and features. To achieve this objective, the organization needs to divide its products into smaller parts that can be developed and managed independently.
Which technique BEST meets these requirements?
Which high-velocity IT objective considers an organization’s ability to continue providing business services when disruptive events affect its digital products?
Which term BEST describes beneficial investments in digital technology, when the value of those investments is realized within tight deadlines?
Which concept is concerned with creating prototypes to test hypotheses?
An organization wants to understand the overall user experience of a new service.
What would be the BEST way to collect data about their experience of the new service?
A commercial service provider organization uses multiple approaches to software development. Several of its largest customers have communicated their requirements and priorities and have suggested they might leave if those requirements are not met in the near future. In some cases, the requirements are unclear and conflicting.
Which software development approach would BEST enable this organization to meet the needs of its largest customers?
An organization has recently experienced service outages. The organization has complained to their service provider that the outages were not resolved in a way which would have most benefited the organization.
Which is an example of how the availability management practice could contribute to preventing such a situation in the future?
An organization is planning to make improvements to a complex service, to improve performance and reliability. They have analysed the current situation, and they know what they want to achieve.
What approach should they take for the 'how do we get there?' step of the improvement?
Change practitioners of an organization are responsible for deciding on the level of risks which they are prepared to accept for each change, on a case-by-case basis. Recently, the organization has experienced regulatory breaches related to changes.
Which is the BEST improvement action for this situation?
How can managers BEST demonstrate the adoption of Lean culture?
A team is developing a new mobile app to enable users to make online purchases.
Which practice should be the FIRST to contribute to the user experience, and at which point in the product lifecycle?
How should a product team make use of a 0.1% error budget?
Which term describes a system that is unpredictable, so that learning from experimentation is more appropriate than following rigid processes?
After completing an online training course, the employees of an organization are better equipped to utilize digital systems.
Which high velocity IT objective is supported by this training?
Which statement regarding value streams in a HVIT organization is CORRECT?
The IT Teams of an organization manage events affecting infrastructure and software components by taking action when thresholds are exceeded. Sometimes the first time the organization learns about a major incident is when a user contacts the service desk.
Which is the BEST improvement action to take?
An organization used to have a product owner who frequently made decisions without involving stakeholders and who was not open to feedback. As a result, users are dissatisfied, the development team is unhappy, and the value of the product is diminished. A new product owner has been assigned to replace the previous product owner.
How can the relationship management practice BEST help the new product owner to quickly regain the trust of stakeholders?
A service provider wants to ensure that value is co-created.
What is the BEST way for them to achieve this?
An organization wants to adopt a human-centered, holistic, and co-creational approach to
service design.
Which represents the co-creational aspect of this approach?
An organization is implementing new technology that will significantly improve how they interact with their customers.
Which term BEST describes this situation?
An organization aims to ensure valuable investments in products, services and improvements.
Which initiative BEST supports this objective?
From the perspective of a service provider, how does the digital product lifecycle start?
Which can be used to improve people’s ability to imagine the potential consequences of their actions; particularly when facing a dilemma such as being asked to skip security procedures?
An organization has experienced service interruption after large deployments and releases. It wants to reduce both the size of the deployments and the variation in the types of deployments.
Which technique for fast development would achieve this?
An organization has many different portfolios (product, programme, project, application) that are managed with varying degrees of formality. The organization wants to ensure appropriate use of its resources across these portfolios. It also wants to obtain more accurate data on how the items in these portfolios are performing.
Which approach would BEST enable the organization to accomplish these objectives?
An organization has historically communicated to their employees that ‘failure is not an option’. As a result, it is common for employees to hide mistakes.
What should be adopted to BEST foster an open and trusting work environment where people can run experiments?
In which circumstance would a transformation to high-velocity IT be considered undesirable?
Real-time monitoring solutions are an example of which of the four dimensions of service management?
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