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?
Answer
Involving all relevant stakeholders, both internal and external, in the design process
Considering all elements of a service design when changing individual elements
Empathizing with stakeholders and considering users’ emotions when designing services
Using service design models to orchestrate design activities and resources
Card 2
Question
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?
Answer
Providing architectural templates and guidelines to reduce the service design effort
Maintaining systems to track the interdependence among the components of the new microservices
Reviewing the organization's business architecture to understand how its resources are used
Understanding and interpreting customer requirements related to the new microservices
Card 3
Question
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?
Answer
The service desk practice should contribute first, after the app has been deployed, whenever users have an issue
The service level management practice should contribute first, after the app has been designed, and before the development is finalized
The service design practice should contribute first, before any development work is started
The release management practice should contribute first, after the code has been written, but before initial pilot tests
Card 4
Question
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?
Answer
Infrastructure as code
Loosely coupled information system architecture
Blameless post-mortems
Kanban
Card 5
Question
A service provider wants to ensure that value is co-created.
What is the BEST way for them to achieve this?
Answer
Involve customers and users at every stage, including service design as well as during service interactions
Ensure that users understand how to use the service, and that they have a good experience of every service interaction
Ensure that the service meets its agreed targets for both service utility and service warranty
Involve relationship managers in service reviews to ensure that customer feedback is understood
Card 6
Question
Which term BEST describes beneficial investments in digital technology, when the value of those investments is realized within tight deadlines?
Answer
Digital product
IT transformation
High-velocity IT
Digital transformation
Card 7
Question
From the perspective of a service provider, how does the digital product lifecycle start?
Answer
With the exploration of market opportunities
With the onboarding of customers
With the offboarding of customers
With the co-creation of value
Card 8
Question
Which term describes a system that is unpredictable, so that learning from experimentation is more appropriate than following rigid processes?
Answer
Complicated
Obvious
Complex
Disorder
Card 9
Question
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?
Answer
The practitioners create a model for acceptable risk levels, depending on the category of change
The organization adopts guidance from the DevOps Audit Defense Toolkit, to create a shared understanding of risk between the IT function and auditors
Decisions about acceptable risk levels are moved to the organization's governing body, which communicates the decisions to the change practitioners
Development teams decide on acceptable levels of risk for each change, based on their subject-matter expertise
Card 10
Question
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?
Answer
Resilient operations
Co-created value
Valuable investments
Fast development
Card 11
Question
How can managers BEST demonstrate the adoption of Lean culture?
Answer
By observing the actual work process and asking questions of practitioners
By committing to safety, and encouraging employees to express themselves
By encouraging practitioners to explore possible unintended consequences of their work
By encouraging practitioners to practice complexity thinking
Card 12
Question
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?
Answer
Ensure that the right investment decisions are being made and that resources are allocated appropriately
Provide techniques that can be used to establish customers’ priorities and address complaints
Improve the approach the team is using to develop the product based on the organization’s requirements
Adopt a common set of values and principles that can be shared by everyone in the organization
Card 13
Question
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?
Answer
Create a known error record so that future incidents can be associated with this problem
Prioritize the problem for analysis based on urgency and impact
Plan to deploy the patch as soon as practical
Close the problem record as it is not relevant to the organization
Card 14
Question
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?
Answer
Use application performance metrics from the new service to calculate a user experience score
The service desk should ask users for a simple rating of the new service whenever they interact with them
Business relationship managers should collect user experience metrics from customers in monthly meetings
Collect data in an annual survey to evaluate user satisfaction with IT services
Card 15
Question
Which is an example of a digital organization?
Answer
An organization which uses IT to change its strategic direction
An organization which has undergone an IT transformation
An organization which uses IT to support its operational processes
An organization which uses IT to improve its service desk practice
Card 16
Question
Which is an example of IT transformation?
Answer
Significantly accelerating the performance of business activities
Automating the flow of work between development and operations
Using digital technology to enable quicker business decisions
Using technology to create personalized customer experiences
Card 17
Question
Which concept is concerned with creating prototypes to test hypotheses?
Answer
Safety culture
Complexity thinking
Design thinking
Continual improvement
Card 18
Question
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?
Answer
Identifying the components of the cloud service that require regular updates and automating their implementation
Identifying and costing the resources required to support the minimum viable product for the cloud service
Analysing the output from AIOps tools to identify patterns and anomalies in the workload of the cloud services
Deciding whether to invest in resolving the issues with the cloud services or allocate expenditure to other services
Card 19
Question
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?
Answer
Create a plan based on a detailed gap analysis and follow the steps of the plan
Define metrics for the desired future state and continually measure these
Establish hypotheses and perform safe-to-fail experiments
Define a minimum viable product and improve it incrementally
Card 20
Question
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?
Answer
Service-dominant logic
Ethics education
Design thinking
Complexity thinking
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