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?
Answer
Engaging with consumers to understand if the service support model will be fit for purpose following a planned organizational re-structure
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
Using the response and fix times from the organization's hardware vendor to drive incident resolutions times for customers
Card 22
Question
A service uses many different servers, and it can continue to operate when some of them have failed. One server has failed, with no impact on services, and a technician is working to restore the server to normal operations.
How should the technician document the work they are doing?
Answer
Log an incident, because the server has failed and needs to be restored
Log a problem because the cause of the incident is not known and needs to be investigated
Keep records within the support team, these do not need to be logged on a central tool
Log a change because it may be necessary to change a part to fix the server
Card 23
Question
An organization measures the performance of its service desk staff by the number of incidents they resolve, and the average time taken to resolve incidents.
Which is the BEST additional measurement for the service desk staff?
Answer
The average number of hours worked per month by each member of staff
The average time taken for the IT organization to detect that an incident has occurred
The quality of incident records completed by each member of staff
The percentage of users who complete satisfaction surveys issued by the service desk
Card 24
Question
Which is part of applying the 'shift-left' approach?
Answer
Identifying opportunities to reduce testing
Reducing the skills and knowledge required
Moving defect detection tasks to the end of the lifecycle
Merging highly interdependent tasks
Card 25
Question
An organization wants to ensure that its vendors fulfil the responsibilities defined in their contracts as they deliver, stage and install IT equipment in a new building. This includes ensuring that the status of the equipment and any related documentation is captured in the organization’s configuration management system.
What would MOST help the vendors to fulfil their responsibilities?
Answer
Robotic process automation
Deployment models
MoSCoW method
Continuous integration
Card 26
Question
An organization has experienced many changes to its IT environments, such as some services being moved to the public cloud and other services being implemented and changed by automated pipelines. The organization is concerned about how its 'change enablement' practice should operate for new services.
Which is the BEST approach to take?
Answer
Adopt a centralized approach to change enablement, ensuring that all changes are assessed and authorized in the same way
Consider how the approaches to change enablement will need to vary for the different types of environment
Allow the teams in each environment to decide how changes will be enabled, according to the technology and local practices in use
Amend the scope of the 'change enablement' practice so that it is limited to nonautomated changes, which require more oversight
Card 27
Question
An organization is working with its partners to develop a proof of concept for a new service. The proof of concept will enable the organization to collect fast feedback from the customer and to verify the customer's requirements.
Which concept is being applied?
Answer
Workforce planning
Shift-left
Machine learning
Integration and data sharing
Card 28
Question
An organization is documenting value streams for the first time.
How should the organization put together a value stream for the resolution of an incident which affects users?
Answer
Start with the monitoring tools and work through the other tools for diagnosis and recovery until the incident is fixed
Start with incident detection and work through the steps until restoration of service
Start with the initiation of the incident management practice and work through the activities until incident closure
Start with the service desk function and work through the other support teams until the user is satisfied
Card 29
Question
A support team uses weighted shortest job first (WSJF) to prioritize their work.
Which task should they work on next?
Answer
Task 2: Cost of delay = £50 per hour, Time to complete = 2 hours
Task 1: Cost of delay = £50 per hour, Time to complete = 1 hour
Task 4: Cost of delay = £100 per hour, Time to complete = 2 hours
Task 3: Cost of delay = £100 per hour, Time to complete = 1 hour
Card 30
Question
An organization is developing a value stream for maintaining and improving a service and is planning the involvement of the 'service validation and testing' practice. It is critical that updates do not affect the reliability of the service. Functional tests will be included in all test phases and these have already been added to the plan.
Which 'service validation and testing' activity is missing from this plan?
Answer
Selecting a software development approach during non-functional testing
Ensuring that requirements are fully understood
Testing of new features required by service consumers during acceptance testing
Ensuring that the system still functions as expected after changes
Card 31
Question
An organization has a large population of employees who are near retirement age. The organization is concerned that these employees’ experience will be lost when they leave the organization. In the context of the socialization, externalization, combination, internalization (SECI) model, which TWO approaches should this organization take?
Convert the employees’ tacit knowledge to explicit knowledge
Ensure that vendor solutions are available as knowledge articles
Convert the employees' explicit knowledge to tacit knowledge
Transfer the employees' explicit knowledge to others in the organization
Answer
1 and 2
3 and 4
2 and 3
1 and 4
Card 32
Question
Which is an example of how the 'problem management' practice contributes to a value stream for user support?
Answer
Analysing the details of closed incidents after a major release to understand the symptoms
Assessing the impact of the decision to add automated diagnostic scripts to a customer relationship management service
Updating knowledge records after the cause of a network incident has been identified
Writing code to fix an error in an application which is part of a business-critical service
Card 33
Question
An IT department has limited staff available for fulfilling service requests. Additional staff are not available and the organization wants to implement a short-term solution to manage demand during busy periods.
Which is the BEST method they could use to manage demand?
Answer
Agree that requests received after 1pm will not be processed until the following day
Employ contractors to deal with the extra service request workload at busy periods
Increase charges to senior management for providing a 'gold service' for service requests
Create a new self-service portal to allow users to log and monitor service requests
Card 34
Question
Which focuses on listening to and acknowledging customers and their needs?
Answer
Shift-left
CI/CD
Information model
Positive communications
Card 35
Question
A financial organization is developing a new mobile app. There are many stakeholders who cannot agree on what features are needed.
What development approach is MOST appropriate for this situation?
Answer
Timeboxing
Linear iterative
Waterfall
Parallel experimentation
Card 36
Question
Which will help create a good team culture?
Answer
Minimizing the number of team meetings to increase focus on individual productivity in specialist areas
Discouraging informal teams to ensure that shared organizational goals are met
Ensuring team members understand their roles and how they fit with the organization's objectives
Focusing on building team member's specialism to minimize confusion over crossfunctional roles
Card 37
Question
An organization is designing a value stream for the restoration of live service to a user. They have agreed that the value stream will be initiated by a request from a user, and documented the steps through to restoration of the service.
What should they do next?
Answer
Agree which types of incident will be escalated to second line support
Identify the practices that are required to restore the service
Define the use case that describes the demand for incident resolution
Identify the value chain activities related to the value stream steps
Card 38
Question
A service provider is planning to provide a new set of cloud based hosting services to external users. The service provider is developing a workforce planning strategy and has already identified:
the emerging technologies required by the hosting services
the leadership and organizational changes required.
Which other consideration should be included in the strategy?
Answer
Design the infrastructure components required for the hosting service and identify potential suppliers
Plan a new staff structure and appoint managers with knowledge and experience of hosting services
Create role profiles for new staff including required skills and knowledge sets to enable recruitment
Identify the skills and knowledge of the potential users of the cloud service and plan training sessions
Card 39
Question
Which concept assists with the automation of processes which are repetitive, highvolume, and based on simple decision-making rules?
Answer
Robotic process automation
Integration and data sharing
CI/CD
Results-based measuring and reporting
Card 40
Question
How does an information model provide value to an organization?
Answer
By automating repetitive and mundane tasks
By creating a shared understanding of how data is created and used by the organization
By creating an understanding of how well the organization is meeting the needs of staff
By reducing reporting lines within an organization
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