An organization is designing a survey to assess the needs and expectations of its staff.
What is this an example of?
A. CI/CD
B. Integration and data sharing
C. Customer-orientation
D. Employee satisfaction management
Which are elements of the service value system?
A. Service provision, service consumption, service relationship management
B. Governance, service value chain, practices
C. Outcomes, utility, warranty
D. Customer value, stakeholder value, organization
Which is a purpose of the customer journey?
A. To understand the interactions between the user and the service provider
B. To maximize the co-creation of value from both an outcome and experience perspective
C. To understand the service consumer resources required to deliver the service
D. To maximize the number of contacts with the customer in order to enhance the service
An organization is attempting to improve the design, development and transition of new services. It recognizes that some ways of working are not focused on creating value.
Which is an example of a working practice that the organization should STOP?
A. Defining the features and functionality of services by relying on the developers' previous experience of designing similar systems for customers
B. Involving users, customers and other stakeholders when communicating desired outcomes in the form of user stones
C. Designing systems with the continual involvement of customers to ensure that any changes in requirements are understood as early as possible
D. Involving customers and users in testing activities to understand whether the service meets the customers' and users' expectations
Which statement is CORRECT when considering a transformation to high velocity IT?
A. All organizations benefit from high velocity
B. High performance is usually part of the change
C. High-velocity IT should be applied throughout the organization
D. Customer-facing systems should be excluded from the change
The CIO of a large multi-national organization has noticed that the whole IT department are performing poorly. The CIO is committed to changing the behaviour patterns of their staff to improve performance across the whole IT department.
Which of the following will BEST help to improve staff behaviour?
A. Running safe to fail experiments that provide learning opportunities
B. Comparing the cost of delay' between work items to ensure that financially valuable work is prioritized
C. Implementing CI/CD toots to deploy software quickly
D. Adopting Kanban boards to visualise the flow of work across software development teams
Which is an example of results-based measurement and reporting?
A. Measuring and reporting the number of hours worked by service desk employees
B. Measuring and reporting the number of supplier-related interruptions to a service
C. Measuring and reporting the customer satisfaction with closed incidents
D. Measuring and reporting the cost of providing a service to customers and users
A company has begun a new global line of business that has changed how IT supports the new systems. Recognizing the urgent need for two-way communication on the required changes, IT managers are trying to find better ways to obtain feedback than a standing agenda at staff meetings.
Which describes the BEST approach for establishing effective feedback channels?
A. Research how individual teams communicate internally and use the most popular collaboration tools to collect feedback
B. Establish office hours where staff are encouraged to drop by without appointments and discuss any concerns they have
C. Initiate a project to select and implement a collaboration tool to facilitate two-way communication with staff
D. Publish a printed weekly newsletter that clearly and consistently communicates change
A service provider is in a partnership relationship with a service consumer. The services provided are complex with new functionality and improvements constantly being developed using agile methods.
Which is the BEST approach for validating service value?
A. Perform ad-hoc service reviews and produce reports of service outputs
B. Work together to identify methods of checking service value and check that value propositions are still valid
C. Produce service level reports and an analysis of the cost and risks of service delivery
D. Regularly perform user satisfaction surveys and an analysis of the costs and risks removed from the service consumer
An organization is reviewing the support of its IT services.
Which is an example of an `outside in' approach?
A. Understanding how infrastructure and application suppliers are involved in the end-to- end value chain for the support of services
B. Conducting customer and user satisfaction surveys to gather feedback on how customers and users perceive the support of IT services
C. Asking for feedback from the internal technical teams to ensure they are able to deliver against the support requirements
D. Contacting the organization's ITSM software tool provider to learn about software updates which might improve the support of the services
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