An organization is designing a value stream to provide user support. People from several internal and external teams, who will potentially be involved in the value stream, are discussing its design. The discussion highlighted different opinions on the design of the value stream.
Which statement about the design of the value stream is MOST CORRECT?
Answer
If an external team is involved in support workflow, the organization should define a separate value stream for that team’s work
A value stream can include steps performed by different internal and external teams
Each internal or external team involved in support workflow should have its own separate value stream for their team’s work
A value stream can only include steps performed by different internal teams; external teams cannot be involved in an organization’s value stream
Card 2
Question
An organization performs many activities related to reactive problem identification. It wants to put more emphasis on proactive problem identification.
Which is an example of an activity that the organization should focus on?
Answer
Holding discussions with a software development partner about an ongoing error in a critical application
Examining relationships between service components to determine the cause of a group of incidents which seem to be related
Holding discussions with a hardware supplier to understand the product errors in the next upgrade
Examining real-time performance data to understand the locations of bottlenecks causing capacity-related incidents
Card 3
Question
Which is the BEST example of team collaboration?
Answer
Working with others to achieve individual goals
Aligning the goals and KPIs of all individuals and groups
Working together to achieve a shared organizational objective
Implementing technology to facilitate communication between team members
Card 4
Question
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 a lot 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?
Answer
Workforce planning
A Value stream
Collaboration
Organizational structure
Card 5
Question
Which concept refers to the management of IT delivery and value chains by a single entity that coordinates the various suppliers?
Answer
Integration and data sharing
Service integration and management
CI/CD
Organizational structure
Card 6
Question
An organization has noticed that the number of changes which have failed has increased during the last few months. The feedback from many of the reviews of these changes shows that some of the relevant stakeholders were not consulted at any time during the development cycle, during which there have been some formal advisory meetings.
Which approach would BEST help to improve this situation?
Answer
Establish a change advisory board and have weekly meetings to ensure that all the stakeholders have the opportunity to contribute to discussions about all the changes
Classify all future changes, except emergency changes, as ‘standard’ pre-approved changes, so that they can be quickly processed
Publish a calendar of potential changes and allow all possible stakeholders to access the calendar, so they can decide whether they need to provide input
Define the stakeholder roles required to be involved in the different types of change, and review opportunities to invest in automation to reduce the dependency on formal meetings
Card 7
Question
An organization prioritizes incidents as high, medium or low so that it can decide the order of resolving incidents. The organization always resolves high-priority and mediumpriority incidents before low-priority incidents, which sometimes means that low-priority incidents are never resolved. The organization has received complaints from users with low-priority incidents because of the long resolution times.
Which is the BEST approach for the organization to take to resolve this situation?
Answer
Close the low-priority incidents for which complaints have been received, and open complaints records instead
Create a separate backlog for each priority, to reduce the complexity of the incidents assignment and processing
Periodically examine the outstanding low-priority incidents and escalate incidents where necessary
Create problem records for the low-priority incidents which have been open for a long time, to ensure they are escalated to the correct teams
Card 8
Question
An organization's application development team has too much development work for them to complete. In addition to this, the team members are also frequently asked to help resolve incidents and assist operations teams by explaining elements of an application's performance.
Which concept would help to overcome the challenge of interruptions to the application development team's work?
Answer
Managing work as tickets
Build vs buy considerations
Service integration and management
Workforce planning and management
Card 9
Question
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?
Answer
Create separate value streams for every project phase, to ensure that each milestone is achieved in an agile way
Create one value stream for each team, to allow the teams to focus on their different objectives
Create one value stream for the entire project, to enable an end-to-end, holistic vision of the service
Create separate value streams for practices, people, tools and suppliers, to ensure that the 'four dimensions' are considered equally
Card 10
Question
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?
Answer
Advanced analytics
Integration and data sharing
Team culture
The culture of continual improvement
Card 11
Question
An organization has allocated budget to an initiative to improve the productivity of staff by providing a new mobile application. There are no existing designs, but there is a long list of desired features which has recently been collected from a broad survey of the staff. It will not be possible to deliver all of the requests in a suitable timeframe.
Which approach would be BEST aligned to the 'design thinking' methodology at this initial ‘empathy’ stage?
Answer
Host a workshop with a small group of the most experienced members of staff to prioritize the desired features
Visit and observe a varied selection of staff members to understand their concerns and issues
Identify a minimum viable product and build a prototype, then trial it with a small group of staff members
Survey the entire group of staff members and ask them to prioritize the desired features
Card 12
Question
When verifying that an incident has been resolved, which is an example of value as perceived by a user?
Answer
An accurate and complete incident record, enabling subsequent trend analysis of incidents
An incident resolved within the target SLA time, enabling efficient use of service desk resources
A better understanding of a complex networking scenario, enabling the creation of a new knowledge article
A quick restoration of an electronic payment system, enabling customers to be served with minimal disruption
Card 13
Question
Which concept is concerned with creating good working relationships with other people by considering their intellectual and emotional needs?
Answer
The value of positive communications
Employee satisfaction measurement
Organizational structure
Automated interactions
Card 14
Question
An organization uses escalation procedures as part of its ‘incident management’ practice. Each incident follows a defined escalation path. If the initial resolution group is unable to diagnose or resolve the incident, then it is transferred to a new resolution group. The initial resolution group is not aware of the workload that the new resolution group has. Users have complained that incidents take a long time to resolve when they are escalated.
Which approach or concept would BEST help to resolve this situation?
Answer
Service integration and management
Advanced analytics
Machine learning
Managing work as tickets
Card 15
Question
What technology is PRIMARILY used to examine and transform data in order to make predictions and generate recommendations?
Answer
Advanced analytics
Robotic process automation
CI/CD
Integrated service management toolsets
Card 16
Question
An organization has reviewed the way it assesses the performance of its internal IT teams. It has decided that the IT teams need to be more focused on customers, and it has assigned the teams new targets to reflect this change. For example, the IT teams now have targets relating to the business impact caused by IT failures, and customer satisfaction with the IT teams' work and behaviour.
Which approach is being demonstrated by these examples?
Answer
Managing work as tickets
Results-based measuring and reporting
Service integration and management
Prioritization and demand management
Card 17
Question
Which sourcing model involves an organization using its own staff and infrastructure?
Answer
Offshoring
Nearshoring
Insourcing
Onshoring
Card 18
Question
An organization has undergone an audit to evaluate the effectiveness and efficiency of its practices. The audit findings state that the organization wastes a lot of time and effort in resolving incidents when the solution is known to another team. The organization does not ensure that lessons learned from employees, who are leaving the business soon, are transitioned to other employees. The audit also found that the same types of mistakes regularly occur.
Which ITIL practice would help the organization to overcome these issues?
Answer
Knowledge management
Service level management
Service validation and testing
Release management
Card 19
Question
Which is a key aspect of collaboration and workflow?
Answer
Understanding the complexity of data to assess if it will add value
Ensuring that interactions are designed with an understanding of the human behaviour involved in each step
Deciding on a model which can help an organization to manage and control its suppliers
Designing surveys to baseline employee satisfaction and identify actions for improvement
Card 20
Question
Which TWO are the possible sources of demand for a value stream to restore a live service?
Someone is unable to log into their user account for the service
A monitoring tool detects a service failure
The service desk calls a user to provide a status update for an incident
A user provides feedback to the incident manager when an incident is closed
Answer
1 and 4
3 and 4
2 and 3
1 and 2
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