An organization has recently experienced service outages. The organization has complained to their service provider that the outages were not resolved in a way which would have most benefited the organization.
Which is an example of how the availability management practice could contribute to preventing such a situation in the future?
Answer
Increasing the MTBF targets with the aim of eliminating all possible outages, in conjunction with service continuity activities
Understanding which applications are most critical to the organization's services and designing them with more resilience
Understanding the services from the consumers' perspectives and altering the MTRS targets accordingly
Reviewing the targets related to service performance to ensure that the expected demand can be fulfilled
Card 22
Question
Which statement regarding value streams in a HVIT organization is CORRECT?
Answer
A value stream provides a generic description of the activities required to manage products and services
In HVIT organizations it is often useful to dictate procedures for every step in a value stream
ITIL provides templates for each HVIT value stream
HVIT organizations' value streams reflect the diversity of their products and services
Card 23
Question
An organization has many different portfolios (product, programme, project, application) that are managed with varying degrees of formality. The organization wants to ensure appropriate use of its resources across these portfolios. It also wants to obtain more accurate data on how the items in these portfolios are performing.
Which approach would BEST enable the organization to accomplish these objectives?
Answer
Establish a policy that portfolio items deemed important by stakeholders are given adequate resources
Develop a health check template that can be used to compare the value realization of all portfolio items
Ensure each portfolio has a documented charter and an owner who prioritizes the portfolio regularly
Establish criteria that can be used to review the value propositions and financial health of new initiatives
Card 24
Question
How should a product team make use of a 0.1% error budget?
Answer
If downtime approaches 0.1 per cent, then more effort should be spent on improving stability
0.1 per cent of funding should be used for remediation of defects
If errors approach 0.1 per cent of user messages, then more time should be spent on reducing errors
0.1 per cent of coding time should be spent developing error-handling routines
Card 25
Question
An organization is reviewing its processes and procedures for developing digital products. The goal is to ensure that product teams develop new or changed components, products and services that meet the agreed criteria for quality and experience.
Which practice would BEST contribute to this goal?
Answer
Service validation and testing
Business analysis
Architecture management
Deployment management
Card 26
Question
In which circumstance would a transformation to high-velocity IT be considered undesirable?
Answer
An organization consistently uses a high level of digital technology
An organization wants to support business enablement at speed
An organization is used to innovating and operating quickly and effectively
An organization believes that its values and leadership style are incompatible with the change
Card 27
Question
Which high-velocity IT objective considers an organization’s ability to continue providing business services when disruptive events affect its digital products?
Answer
Resilient operations
Assured conformance
Valuable investments
Fast development
Card 28
Question
A stock trading company uses artificial intelligence (AI) to analyse markets and suggest investment strategies. The IT staff work long hours under pressure to manage the algorithms required. An increasing number of errors are occurring and staff are disagreeing and blaming each other.
What approach should be taken to improve the situation?
Answer
Reinforce trust by fostering a safe environment in which to voice opinions and resolve issues
Introduce chaos engineering to proactively detect errors in the algorithms
Design a new value stream that ensures that errors cannot be introduced
Reduce the number of algorithm changes so that IT staff have more time to spend on each one
Card 29
Question
An organization has historically ensured strict segregation of duties in an effort to catch errors and prevent fraud. In order to reduce bureaucracy, the organization has introduced automated controls that ensure changes adhere to the organization’s compliance requirements.
Which is the BEST approach this organization can use on a regular basis to maintain the automated controls?
Answer
Evaluate the organization’s risk capacity and appetite
Perform both quantitative and qualitative risk analysis
Perform reviews and audits to ensure the mitigation of risks
Review the probability of the accepted risks
Card 30
Question
An organization has set up a new team to develop a mobile app. They want this team to help start their digital transformation journey.
Who should analyse and document the requirements for the new app?
Answer
The product owner for the new mobile app should do this work
The existing business analysis team should do this work
A new digital business analysis team should be created to do this work
Software developers should iteratively define the needs as business analysis is not needed for this work
Card 31
Question
Real-time monitoring solutions are an example of which of the four dimensions of service management?
Answer
Value streams and processes
Organizations and people
Partners and suppliers
Information and technology
Card 32
Question
A service provider delivering services for a financial organization is required to assure conformance to the governance, risk, and compliance regulation. To achieve this, the service provider involved the information security team.
Which task should be the responsibility of the information security team?
Answer
Ensuring that any developed code is checked for information security flaws by a colleague
Developing a policy to address a third party's access to the organization's virtual private network (VPN)
Responding to major incidents by reviewing alert thresholds for critical service components
Creating standard build models, which incorporate information security controls, for service components
Card 33
Question
An organization has historically communicated to their employees that ‘failure is not an option’. As a result, it is common for employees to hide mistakes.
What should be adopted to BEST foster an open and trusting work environment where people can run experiments?
Answer
Design thinking
Safety culture
Cynefin
Service-dominant logic
Card 34
Question
A digitally enabled organization is introducing the discipline of chaos engineering in an effort to test and improve the resilience of its IT systems.
In this context, which would NOT be a contribution of the service continuity management practice?
Answer
Considering the risks and designing countermeasures
Introducing controls to ensure failsafe systems
Conducting exercises to test plans and increase readiness
Continually monitoring plans and countermeasures
Card 35
Question
The IT Teams of an organization manage events affecting infrastructure and software components by taking action when thresholds are exceeded. Sometimes the first time the organization learns about a major incident is when a user contacts the service desk.
Which is the BEST improvement action to take?
Answer
Create automated workarounds for incidents relating to entire services
Revise the service continuity plan for the services most frequently affected
Change the design of the monitoring tools to include service events
Create fast incident escalation routes to the appropriate resolving groups
Card 36
Question
After completing an online training course, the employees of an organization are better equipped to utilize digital systems.
Which high velocity IT objective is supported by this training?
Answer
Valuable investments
Co-created value
Resilient operations
Fast development
Card 37
Question
A commercial service provider organization uses multiple approaches to software development. Several of its largest customers have communicated their requirements and priorities and have suggested they might leave if those requirements are not met in the near future. In some cases, the requirements are unclear and conflicting.
Which software development approach would BEST enable this organization to meet the needs of its largest customers?
Answer
An iterative approach that enables small teams to work independently
An agile approach that enables fast feedback and the ability to develop the highest priority items first
A waterfall approach as the requirements, priorities, and required resources are known
A parallel experimentation approach that includes prototyping so that unarticulated requirements are captured
Card 38
Question
An organization aims to ensure valuable investments in products, services and improvements.
Which initiative BEST supports this objective?
Answer
Reducing the amount of code in each deployment to enable external customers to take advantage of new functionality earlier in the product lifecycle
Ensuring that proposed changes to products align with data protection regulations and the organization's information security policy
Establishing external focus groups to understand changes in consumer habits, and internal working groups to examine the feasibility and profitability of the ideas
Documenting both the technical and non-technical components of a service and how they work together to maintain operability in a variety of adverse circumstances
Card 39
Question
An organization would like to improve the speed of development for digital products and enable development teams to shift their focus from components to products and features. To achieve this objective, the organization needs to divide its products into smaller parts that can be developed and managed independently.
Which technique BEST meets these requirements?
Answer
Infrastructure as code
Loosely coupled information system architecture
Continuous business analysis
Continuous testing
Card 40
Question
An organization is implementing new technology that will significantly improve how they interact with their customers.
Which term BEST describes this situation?
Answer
IT transformation
High-velocity IT
Digital transformation
Digital organization
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