A service provider has been delivering services based on one of their products for five years. The average duration of a contract with a service consumer is two years.
What is this an example of?
Answer
Different perceptions of a value stream
Different perspectives on the service value chain
Different perspectives on digital product lifecycle
Different views on relationship management
Card 22
Question
An organization has invested heavily in automation so they can significantly increase the speed of the processing and shipment of customer orders.
What is this an example of?
Answer
Continuous delivery
Digital transformation
Digital product
IT transformation
Card 23
Question
Which is the BEST example of the ‘organizations and people’ dimension in the context of
high-velocity IT?
Answer
Automating the flow of data between Dev and Ops
Using shared communication systems to improve collaboration
Understanding how suppliers contribute to a value stream
Integrating business and IT staff in a single team
Card 24
Question
A manager often focuses on avoiding risk, and blames staff when things go wrong. The manager also does not listen to suggestions and allow experimentation. This has resulted in a lack of innovation in the manager's team, and several of the team's senior members have left the organization.
Which TWO behaviours from safety culture would allow this manager to increase innovation and retain more staff?
Focus on inclusion and ignore toxic relationships
Treat failures as improvement opportunities
Encourage continual organizational learning
Encourage collaboration and discourage conflict
Answer
3 and 4
1 and 4
2 and 3
1 and 2
Card 25
Question
A service provider plans to launch a number of mobile phone apps into a new and volatile market where speed to market and regular enhancements are essential to build competitive advantage.
What contribution is made by the 'software development and management' practice to achieving this advantage?
Answer
Leveraging infrastructure as code to support the need to make rapid changes to the apps
Prioritizing the requirements so that the expenditure used to develop the mobile apps provides the appropriate return on investment
Ensuring that the definition of done includes non-functional requirements to reduce the likelihood that the apps will fail in the live environment
Analysing and documenting user requirements to ensure that their expectations are met
Card 26
Question
An organization has been experiencing outages which have mainly been attributed to the age of its technology and the fact that many components are several versions behind what is supported by the vendor.
Which practice includes guidance to help remedy this type of technical debt?
Answer
Monitoring and event management
Incident management
Infrastructure and platform management
Service desk
Card 27
Question
An organization has found that poor website speed is having an impact on customer experience and is causing the organization to lose sales. The organization has challenged the IT department to remedy the matter prior to the launch of a new marketing campaign.
Which is the BEST technique that the capacity and performance management practice can consider to address this problem?
Answer
ChatOps
AIOps
Site Reliability Engineering (SRE)
Chaos engineering
Card 28
Question
An organization is prioritizing a backlog of initiatives. Only one out of the four initiatives can be included in the next sprint. All four initiatives have similar forecasted return on investment, but different impact if the implementation is postponed.
Which initiative should be included in the next sprint?
Answer
If initiative C is postponed, there will be a direct loss of £1200, possible indirect losses of £2000, and no other impact
If initiative A is postponed, there will be a direct loss of £1000, possible indirect losses of £2000, and a major reputational impact
If initiative B is postponed, there will be a direct loss of £800, possible indirect losses of £3000, and a major reputational impact
If initiative D is postponed, there will be a direct loss of £1000, possible indirect losses of £3000, and no other impact
Card 29
Question
Which TWO of the service value chain activities are the MOST closely related to the highvelocity IT objective of 'fast development'?
Answer
'Obtain/build' and 'design and transition'
'Deliver and support' and 'obtain/build'
'Design and transition' and 'deliver and support'
'Design and transition' and 'resilient operations'
Card 30
Question
Which statement is CORRECT when considering a transformation to high-velocity IT?
Answer
The impact on the culture of the organization does not need to be considered
Risks can be minimized by making a significant change rather than incremental improvements
It is acceptable to take risks which may lead to competitive advantage
High-velocity IT focuses on using data to improve the performance of physical devices
Card 31
Question
An employee has some concerns at work but does not share this information with others because they fear that this would damage their reputation and position.
What is PRIMARILY concerned with preventing this situation?
Answer
Safety culture
Toyota Kata
Design thinking
Integration of duties
Card 32
Question
A service provider has recently adopted a high-velocity IT approach using agile software development. The time taken to deliver new functionality has decreased rapidly, however the related services have experienced a sharp increase in interruptions caused by incidents.
Which is the BEST action to take to address these issues?
Answer
Increase collaboration with the service consumer in order to focus more attention on how value is co-created
Extend the definition of done to include the fulfillment of operational non-functional requirements
Revert to a waterfall software development approach until the cause of the issues is identified
Improve prioritization to ensure that investments are used to develop the most urgent functional requirements
Card 33
Question
Recently, there have been errors in a business-critical service which have led to incidents. Support teams have used a variety of resolutions to try to restore service. Some of the resolutions have led to further incidents.
Which activity should be employed to address the technical debt created by these resolutions?
Answer
Route all incidents of this type directly to a specialist problem control team to enable a swift problem diagnosis and resolution
Analyse the incident resolutions to identify the most effective one and use that resolution for similar incidents in the future
Perform problem analysis to understand the cause(s) of the incidents and propose a way to prevent new incidents
Use chaos engineering tools to proactively identify problems, so that the organization can use redundancy in the most effective way
Card 34
Question
Which high-velocity IT objective involves researching new products and services, and continuously evaluating existing products and services?
Answer
Fast development
Valuable investments
Resilient operations
Assured conformance
Card 35
Question
A service provider is developing an application for a new service consumer. During a prototyping session with potential users conflicting requirements were identified that could increase the cost of the application and threaten its viability.
Which practice would BEST help to prioritize the conflicting requirements?
Answer
Relationship management
Risk management
Service validation and testing
Information security management
Card 36
Question
An organization has a high number of IT changes and is concerned about the speed of deployment. Many changes are initiated without understanding the impact of the workload on the people involved in the changes.
Which technique for fast development would MOST help to resolve this situation?
Answer
Retrospectives
Loosely coupled information system architecture
Kanban
Infrastructure as code
Card 37
Question
A service provider adopted a high-velocity IT approach to developing some of its services six months ago. Updates are now deployed regularly and successfully. However, there is evidence that the number of service failures is increasing. The development teams have suggested revising the definition of done to resolve the issues.
How can the ‘availability management’ practice contribute to improving the definition of done?
Answer
By ensuring that test activities are developed around an up-to-date definition of done
By ensuring that when releases are moved to the live environment all software components are verified to ensure requirements are met
By ensuring that achievable warranty requirements are negotiated and agreed with customers
By ensuring that code is understandable, maintainable, and able to support future changes
Card 38
Question
An organization has adopted agile ways of working and is using continuous integration/continuous delivery. The organization's ‘business analysis’ practice is modelled on waterfall ways of working. There is a linear flow from establishing customer requirements to verifying those requirements during build, test and deployment.
How should the ‘business analysis’ practice change to better align itself with the new ways of working?
Answer
Establish customer requirements at the start of the engagement with the customer
Combine the business analysis role with other development roles
Retain the step of establishing customer requirements but minimize all other activities
Make the business analysis activities the responsibility of the business relationship manager
Card 39
Question
Which high-velocity IT objective applies to all of the service value chain activities?
Answer
Fast development
Valuable investments
Resilient operations
Assured conformance
Card 40
Question
An organization wants to make sure that their plans to manage information security incidents will be effective.
What would be the BEST approach to take to ensure this?
Answer
Add controls to the plans to prevent, detect, and correct security incidents
Use chaos engineering to test the plans by injecting security incidents on a regular basis
Test the plans regularly by walking through them with the relevant teams
Engage a supplier to independently test the plans and recommend how they should be improved
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