QUESTION 1
An organization uses value streams to help them deliver consistent services, and they use ‘service integration and management 1o manage many different suppliers.
How does ‘service integration and management’ work with the organization’s value streams?

A. “Service integration and management is independent of the organization’s value streams
B. “Service integration and management’ cannot be used in an organization that uses value streams
C. “Service integration and management creates a separate value stream for each suppler
D. “Service integration and management manages multiple suppliers in a single value stream

Correct Answer: D
QUESTION 2
A large organization has a centralized service desk, and many different teams that help to resolve incidents and manage service requests. They also use many different suppliers to support these activities.
What is the minimum number of different value streams that they need, in order to manage this work?

A. One value stream for resolving incidents, and a separate value stream for managing service requests
B. One value stream for the organization, and separate value streams for each supplier
C. One value stream for the organization, and separate value streams for each team
D. One value stream for all activity that arrives Via the service desk

Correct Answer: D
QUESTION 3
Which statement about ‘service integration as a service’ is CORRECT?

A. The service integrator can be easily replaced by other vendors to leverage better pricing
B. The service integrator does not deliver any services to the organization
C. The service integrator provides services and manages other vendors
D. Multiple vendors provide the service integration and management function

Correct Answer: C
QUESTION 4
A cross-functional team is designing a value stream to support the development of a new financial service. Some members of the team are suggesting that multiple value streams are needed.
Which factor would MOST LIKELY influence the need for multiple value streams?

A. The methods used to manage the development work
B. Whether the service is being created for internal or external customers
C. The number of practices required to support the service
D. The number of suppliers that will be used to source service components

Correct Answer: D
QUESTION 5
Which concept is commonly appalled to help organizations process and interpret unstructured text, with the aim to produce summaries or translations?

A. Artificial intelligence
B. ITSM software
C. Information models
D. Advanced analytics

Correct Answer: A

QUESTION 6
A service desk team acts as a single point of contact for its users. Service desk team members are the first-line support, however If they are unable to resolve the incidents they are escalated to second-line support. This tiered support structure has resulted in large queues of unresolved tickets.
Which concept or approach would help the organization resolve this situation?

A. Results-based measurement
B. Advanced analytics
C. Outsourcing
D. Swarming

Correct Answer: D
QUESTION 7
What approach can ensure testing happens earlier in the development lifecycle?

A. Service integration and management
B. Managing work as tickets
C. Shift-left
D. Robotic process automation

Correct Answer: C
QUESTION 8
Which of the following involves consideration of the skills and availability of both internal and external resources?

A. Build vs buy
B. Swarming
C. Triage prioritization
D. Shift-left approach

Correct Answer: A
QUESTION 9
An organization prioritizes its work on a last-in, first-out’ basis. Which work item should be actioned NEXT?

A. An item logged yesterday at 09:00
B. An item logged yesterday at 11:00
C. An item logged today at 09:00
D. An item logged today at 11:00

Correct Answer: D
QUESTION 10
An organization wishes to acquire a service from a supplier in a different country but with similar working hours.
Which sourcing model should they use?

A. Onshoring
B. Insourcing
C. Offshoring
D. Nearshoring

Correct Answer: D
QUESTION 11
Which approach may help to improve incident resolution times by moving support activities from specialist

teams to frontline teams or users?

A. Shortest item first
B. Swarming
C. Shift-left
D. Robotic process automation

Correct Answer: C
QUESTION 12
When verifying that an incident has been resolved, which Is an example of value aS perceived by a user?

A. An incident resolved within the target SLA time, enabling efficient use of service desk resources
B. An accurate and complete incident record, enabling subsequent trend analysis of incidents
C. A swift restoration of a point of sale system, enabling customers to be served with minimal disruption
D. A better understanding of a complex networking scenario, enabling the creation of a new knowledge article

Correct Answer: C
QUESTION 13
A user has logged an incident saying that transactions via the company website are very slow. The service desk team does not have the skills needed to investigate this. There are many different teams that this could be escalated to, including a web server team, an application team, an infrastructure team, and a performance management team.
Which is the BEST approach for the service desk to use for escalating this incident?

A. Follow the predefined procedure for investigating web performance incidents
B. Use swarming to involve people from multiple different teams in the investigation
C. Escalate to the performance management team, who will then escalate to a different team if needed
D. Declare 3 major incident and start the major incident management procedure

Correct Answer: B
QUESTION 14
Which is an example of results-based measurement and reporting?

A. Measuring and reporting the number of hours worked by service desk staff
B. Measuring and reporting the number of supplier-related interruptions to a service
C. Measuring and reporting customer satisfaction with closed incidents
D. Measuring and reporting the cost of providing a service to customers and users

Correct Answer: C
QUESTION 15
Which statement about collaboration is CORRECT?

A. Collaboration focuses on the organization’s goals
B. Collaboration should be used instead of swarming or DevOps
C. Collaboration can be enforced by aligning metrics between teams
D. Collaboration is most useful for standardized work

Correct Answer: A
QUESTION 16
An organization has many team members who work independently and spend time on the work which interests them the most
Which recommendation is MOST applicable to this situation?

A. Encourage informal teams across the organization
B. Incorporate the organization’s vision into the team culture
C. Promote a culture of learning and development
D. Hold regular meetings focusing on problem solutions

Correct Answer: B
QUESTION 17
A service has been in use for a number of years, and is not being developed or updated.
Customers are not happy because they think that the applications that support the service are missing important functionality.
Which practice is MOST LIKELY to identify this issue and initiate improvement actions?

A. Knowledge management
B. Service validation and testing
C. Service level management
D. Service desk

Correct Answer: C
QUESTION 18
An organization is moving from a process-based approach to a value-stream based approach for managing user issues.
Which of these activities should the organization do FIRST?

A. Consider how the service desk teams can be involved at an earlier stage in the creation of a service
B. Identify the activities which could be improved by the use of automation
C. Understand which steps contribute least to the support of the service
D. Understand the situations in which incidents and service requests will be initiated

Correct Answer: D
QUESTION 19
A popular social media app is part of a complex network of systems. Most changes to the service are successful, except for those made by a development team that has many failed changes.
Which is the BEST approach to reduce the number of failures?

A. Create a standard change model for development changes and initiate as a service request
B. Increase the size of development changes to make them easier to handle and increase success
C. Create a change model for development changes that includes the use of safe-to-fail testing
D. Initiate development changes as emergency changes so that errors can be identified quickly

Correct Answer: C
QUESTION 20
Which is an example of using a ‘shift-left approach to optimize password resets?

A. Allow users to reset their own passwords using an automated tool
B. Train service desk agents to categorize password resets as service requests
C. Automatically assign a high priority to password reset requests to resolve them faster
D. Encourage users to remember or safely record their passwords to reduce the number of password resets

Correct Answer: A