QUESTION 21
A sales enablement service is being modified to improve the data that is presented to sales staff. This will be delivered as a series of incremental improvements.
Which are the TWO BEST ways to measure these changes?
1. Measure individual changes by the output that they create
2 Measure the overall success of multiple changes by the output that is created
3. Measure individual changes by the outcome that they create
4. Measure the overall success of multiple changes by the outcome that is created

A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4

Correct Answer: C
QUESTION 22
A service operations team monitors a critical service. They receive thousands of events every day and operators are trained, so they know which events require a response. Sometimes they miss an important event and this causes service level targets to be breached.
What IS the BEST approach to resolve this issue?

A. Recruit additional operations staff
B. Improve operations team training
C. Renegotiate service level targets
D. Improve filtering of operations data

Correct Answer: D
QUESTION 23
A service desk manager is creating a job profile for a service desk team lead. The following requirements have been identified:
Ability to use company processes and tools Leadership skills
Knowledge of service desk objectives
What is the MOST important additional requirement for the job profile?

A. Knowledge of how to log incidents and service requests
B. Commitment to continual improvement
C. Experience of financial management
D. Technical knowledge of the supported products

Correct Answer: B
QUESTION 24
An organization is considering how a new service will be supported when it goes live. There are many teams that will contribute to the support of the service.
Which approach should the organization follow when creating a value stream to support the new service?

A. Create one value stream for every lifecycle phase of support requests
B. Create one value stream for the entire set of support activities
C. Create one value stream for each support team
D. Create separate value streams for practices, people, tools and suppliers

Correct Answer: B
QUESTION 25
An organization is writing its test strategy in order to define the test levels and test types that are in scope for testing. In the past, the organization has experienced service disruptions after some releases of a particular application. These disruptions were happening because the application caused other applications to generate errors.
Which test level should the organization focus on to address this weakness?

A. Unit
B. Integration
C. System
D. Acceptance

Correct Answer: B
QUESTION 26
An organization wants to encourage its employees to suggest improvements to its practices. However, employees are reluctant to suggest improvements because their suggestions have been ignored in the past. The employees do not trust their managers to be open and transparent.
Which concept should be appalled to overcome this challenge?

A. Working with a customer-oriented mindset
B. Shift-left
C. A continual improvement culture
D. Workforce planning and management

Correct Answer: C
QUESTION 27
An organization has experienced difficulties in providing user support at expected levels. The organization has asked one of its relationship managers and a business analyst to gather information about the types of issues which users and customers are experiencing. The organization would also like to understand the operational issues that support teams are experiencing.
Which practice IS MOST LIKELY to provide this information?

A. Release management
B. Monitoring and event management
C. Problem management
D. Service desk

Correct Answer: D
QUESTION 28
An organization has found that a significant amount of rework is required, because tickets are escalated from the service desk team to higher tiers of support. This rework causes delays and results in recurring incidents as service desk agents rarely see how incidents are resolved.
Which approach can be used to reduce this rework and its consequences?

A. Validate the data, when tickets are being created by service desk agents
B. Train agents to capture the information required by each support team
C. Limit the use of tickets to major and high-priority incidents
D. Use swarming to improve collaboration and validate information

Correct Answer: D
QUESTION 29
To stay ahead of its competition, an organization’s leadership team is focused on ensuring that product innovations reach customers quickly. A team IS discussing how it can leverage value stream mapping in support of this goal. The team wants to improve the entire end-to-end value stream.
Which improvement is MOST LIKELY to improve the entire value stream?

A. Reducing the time spent assessing and approving changes
B. Designing a continuous integration/continuous delivery pipeline
C. Reducing the time it takes to provide environments for projects
D. Minimizing handoffs between specialists within a development team

Correct Answer: B

QUESTION 30
Which is a reason why an organization should create competency profiles for each role?

A. To plan the professional development of team members
B. To ensure that IT specialists have pi-shaped skill profiles
C. To ensure that technical skills are included in each profile
D. To plan to fill all the mandatory ITIL roles

Correct Answer: A
QUESTION 31
During a service design workshop, a development team come up with lots of different possible design solutions, and then analyse these to select one of them to proceed with.
What ‘design thinking’ activity is this an example of?

A. Inspiration and empathy
B. Ideation
C. Implementation
D. Prototyping

Correct Answer: B
QUESTION 32
An organization experiences a high level of variation in the demand for its development services. The organization has the capacity to fulfill the overall level of demand but wants to reduce the variation so that it does not have to prioritize work at peak times.
Which action would BEST help the organization influence the demand for its services?

A. Introducing continuous integration and deployment
B. Increasing the number of test specialists
C. Reducing the charges for less busy periods
D. Engaging with a supplier to outsource tasks

Correct Answer: C
QUESTION 33
Which is often included in an Agile approach to software development?

A. Information models
B. Advanced analytics
C. Integrated service management toolsets
D. CI/CD

Correct Answer: D
QUESTION 34
A service desk uses triage to ensure they work on the most urgent tasks first. This sometimes causes user satisfaction Issues, because low priority requests can wait a long time before anyone starts to work on them.
What is the BEST way to manage this issue?

A. Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog
B. Increase the priority of requests that have been waiting a long time and are a at risk of breaching agreed service levels
C. Recruit more service desk staff so that they are able to work on low priority requests even when there are many higher priority tasks
D. Use first-in first-out prioritization instead of triage, to ensure that tasks are worked on in the order that they are requested

Correct Answer: B
QUESTION 35
Which is an example of a divisional organizational structure?

A. An organization which does not have a layered management structure
B. An organization which has a different business unit for each of its products
C. An organization which uses a grid of reporting relationships
D. An organization which has arranged its teams in a hierarchical authority structure

Correct Answer: B
QUESTION 36
An organization wants to make some changes to individual and team objectives. The new objectives need to align to the organization’s goal of anticipating the needs of its customers.
Which concept is the key element of this alignment?

A. Organizational structure
B. The value of positive communications
C. Customer orientation
D. Shift-left

Correct Answer: C
QUESTION 37
Users have specific product-related questions and want to provide product feedback.
What is the best way to enable two-way communication between these users and the organization’s product team?

A. Event surveys
B. Topic-based forums
C. Self-service portals
D. Social media

Correct Answer: B
QUESTION 38
Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?

A. Robotic process automation
B. Integration and data sharing
C. Customer orientation
D. CI/CD

Correct Answer: B
QUESTION 39
An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool, and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays.
Which is the BEST action this team can take to address leadership’s concern?

A. Determine where work is sitting in queues
B. Introduce additional sources of demand
C. Compare the map to actual activities
D. Automate repeatable work activities

Correct Answer: A
QUESTION 40
An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.
Which approach would help to resolve this situation?

A. Continuous integration
B. Continuous delivery
C. Continuous deployment
D. Change enablement

Correct Answer: A