An organization has a value stream for the creation of new services. The value stream is initiated by the customer requirements and ends with the applications being ready for deployment. Customers have complained that they have to wait too long for the services.
Which is the BEST way to improve the value stream?
Answer
Reduce the amount of testing in each step to speed up the time to market for the services
Examine the steps and actions in the value chain to identify improvements to their durations
Create actions within the value stream to update customers on the proposed go live dates of the services
Extend the scope of the value stream to include the steps needed to make the service available to users
Card 2
Question
What is ESSENTIAL for effective collaboration between two teams?
Answer
Each team helping the other to meet their goals
Both teams cooperating by sharing information
Both teams having suitable technology to support working together
A high level of trust between the teams
Card 3
Question
Which tool is MOST likely to be used to automate workflows, as well as communicate with
stakeholders?
Answer
Integrated service management toolset
Reporting and advanced analytics
Robotic process automation
Continuous integration and delivery/deployment
Card 4
Question
Which concept enables organizations to coordinate and combine activities from multiple suppliers in a value stream?
Answer
Service integration and management
Commodification
Insourcing work
MoSCoW model
Card 5
Question
An organization has received feedback from users that their experience when creating tickets for incidents and service requests is impersonal.
Which is the BEST improvement to make in response to this feedback?
Answer
Revise prioritization levels and reduce the time taken to resolve incidents and service requests
Replace the use of tickets with collaborative swarming activities to improve teamwork
Reduce the visibility of systems and records to create an intuitive front-end experience
Increase the number of fields in tickets for incidents and service requests to gather more personal information
Card 6
Question
An organization has selected a vendor based in a country far away from the organization's principal country.
Which is this an example of?
Answer
Offshoring
Insourcing
Nearshoring
Onshoring
Card 7
Question
An organization wants to create a consolidated set of requirements from its stakeholders for a new tool. The organization is in the process of rating and prioritizing each requirement to determine the importance of each one.
Which concept or approach would BEST assist the organization in making these decisions?
Answer
Managing work as tickets
Integration and data sharing
Service integration and management
MoSCoW
Card 8
Question
An organization has established a continual improvement register and a simple process for collecting employee feedback. Over time, the organization has found that its employees have become hesitant to suggest improvements.
Which is MOST LIKELY the reason for the employees’ hesitation?
Answer
Unclear procedures for submitting ideas
The lack of a reward system for submitting ideas
The employees’ ideas have not resulted in the desired cost savings
A lack of transparency into how ideas are reviewed and acted upon
Card 9
Question
An IT team in a large multinational organization wants to document the work they do by using value streams.
What should they do FIRST?
Answer
Agree on the appropriate level of detail and perspective describing the value stream
Identify all the practices the organization is currently using
Make the team aware of the organization's governance policies
Start a request for proposal (RFP) exercise to find a consultant who can document the value streams
Card 10
Question
A service desk team uses a collaboration tool to work with subject matter experts (SMEs). The tool notifies relevant SMEs that their assistance is needed. The team can then collaborate with the responding SMEs in real time to resolve incidents more quickly.
What is this an example of?
Answer
Swarming
Shift-left
Robotic process automation
Continuous integration
Card 11
Question
Which TWO are reasons why an organization would choose to buy a product from a supplier instead of building it in house?
The organization's processes for creating the product are immature
The work required to create the product is predictable and repetitive
The creation of the product relies on knowledge held by the organization's staff
The compliance to standards and policies is essential
Answer
2 and 3
1 and 2
1 and 4
3 and 4
Card 12
Question
A user logged an incident using chat, and was put through to a service desk agent on the phone. The agent asked all the same questions that the user had already provided answers to by chat.
What tool or technique would BEST help to avoid this situation?
Answer
Service empathy
Shift-left
Multichannel communications
Omnichannel communications
Card 13
Question
An organization manages the support of its services by using established procedures. However, there have been many complaints from support staff that these established procedures prevent them from being creative when resolving complex incidents.
Which approach would help to improve this situation?
Answer
Machine learning
Heuristic tasks
Shift-left
Algorithmic tasks
Card 14
Question
Which is an example of swarming?
Answer
A second line support engineer is allocated a period of time to resolve an incident before escalation
A group of developers convene to decide who is best to resolve a specific coding problem
A group of users contact the service desk at the same time with related incidents
Multiple support teams are allocated to work through separate ticket queues
Card 15
Question
What form of organizational structure arranges resources based on control, lines of authority or technical domain?
Answer
Divisional structure
Functional structure
Flat structure
Matrix structure
Card 16
Question
An organization is documenting its value streams to help communication and collaboration.
Which is an example of a complete value stream?
Answer
‘Request and process feedback’, which starts with contacting the customer (‘engage’ activity) and ends with taking action on the feedback (‘improve’ activity)
‘Upgrade a database’, which starts with the deployment of new components (‘design & transition’ activity) and ends with handing the database to the IT operations team
‘Provision user with a new phone', which starts with the user demand for a new phone and ends with value for the phone supplier and for the user
‘Purchase new equipment’, which starts with planning the funding of the purchase (‘plan’ activity) and ends with the purchase of the equipment (‘obtain/build’ activity)
Card 17
Question
A support team has deployed a fix for an incident and is verifying that it has been resolved.
Which is an example of the value stream contribution made by the 'service level
management' practice at this step in the value stream?
Answer
Providing information about the fix and the restoration of the incident
Providing information to assess sufficiency of the achieved service level
Providing information to assess the impact of an incident
Providing information to assess the service level improvement initiatives
Card 18
Question
Which approach enables a greater proportion of incidents to be resolved by frontline staff, rather than by second-line staff?
Answer
Shift-left
Employee satisfaction measurement
Service integration and management
Results-based measuring and reporting
Card 19
Question
Which is a characteristic of CI/CD?
Answer
Long periods between releases
Tactical work which is reactive
Linear development frameworks
Frequent changes of code for the production environment
Card 20
Question
How does 'design thinking' recommend that initial user requirements for a new service should be established?
Answer
By watching users as they carry out their normal work
By asking management to define the problem that the new service will solve
By creating working prototypes and see how users react to them
By running a workshop and ask the users relevant questions
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