1. Users have many communication channels for support but complain that they do not receive timely updates and that sometimes their incidents and requests are lost. Users are often asked to provide the same information multiple times when contacting the service desk.
Which is the BEST improvement approach?
A. Improve service desk staff training so that they have more empathy with users and avoid asking unnecessary questions
B. Integrate the communication channels to enable the sharing of information and consistent support across channels
C. Improve user training so that they provide all the information that is needed whenever they contact the service desk
D. Create separate channels for incidents and requests so that issues affecting customers can be handled as a priority
Answer: B
2. From the perspective of the service provider, which statement about the digital product lifecycle is CORRECT?
A. It begins when the service consumer is being onboarded
B. It begins with researching and developing the offering
C. It ends when a consumer decides to terminate the engagement with the provider
D. It ends when a provider decides to terminate the engagement with a consumer
Answer: B
3. What is the BEST way for a software development organization to encourage ethical behaviors?
A. By defining policy that requires ethics to be considered by staff
B. By using machine learning algorithms to take decisions, instead of relying on people
C. By using agile methods to ensure people focus on the detail of each individual sprint
D. By running workshops where people discuss scenarios that have ethical significance
Answer: D
4. An organization has begun using its knowledge management system to store virtual server configuration files. 1t has also adapted its ‘change enablement’ and’depioyment management practices to use infrastructure as code.
Which high-velocity IT objective is BEST supported by this?
A. Co-created value
B. Assured conformance
C. Valuable investments
D. Fast development
Answer: D
5. In the context of Toyota Kata, what is the BEST way to answer the question ‘How do we get there?
A. Experimentation
B. Careful planning
C. iteratively
D. Collaboratively
Answer: A
6. Which concept focuses on a collaborative exchange of competences tor the mutual benefit of the organizations involved?
A. Design thinking
B. Complexity thinking
C. Toyota Kata
D. Service-dominant logic
Answer: D
7. An organization has a large and complex infrastructure which often leads to incidents that impact users.
Which is the BEST technique to use to improve this situation?
A. DevOps Audit Defense Toolkit
B. Chaos engineering
C. Continuous testing
D. Definition of done
Answer: B
8. Which is the BEST example of how the infrastructure and platform management practice uses the version control technique?
A. Automating virus detection to improve information integrity
B. Updating firewall firmware in order to reduce technical debt
C. Creating a script to automate failover when a network link fails
D. Managing configuration settings during a network change
Answer: D
9. A newly-formed site reliability engineering (SRE) team is focused on increasing the resilience of IT systems. The team is investigating tooling options that can be used to diagnose issues and automate operational responses.
Which practice would BEST help this team?
A. Monitoring and event management
B. Software development and management
C. Service continuity management
D. Infrastructure and platform management
Answer: A
10. Which concept would MOST help to ensure that information needed to identity problems is available?
A. Safety culture
B. Design thinking
C. Valuable investments
D. Agile
Answer: A
11. One of an organization’s legacy systems is difficult to change because of its tightly coupled nature. To remain competitive, the organization must tind a way to make more frequent changes to this system.
What would the ‘architecture management practice recommend?
A. iteratively moving application functionality to microservices
B. Leveraging infrastructure as code to speed up development
C. Using continuous integration/continuous delivery techniques
D. Using blue/green deployments to minimize the impact of changes
Answer: A
12. Which is a type of digital transformation?
A. Converting data from analogue form to digital form
B. Using robots to enable new ways of working
C. Using an information system to process data and present it to users
D. Creating products and services that include digital technology
Answer: D
13. A software development team works in a heavily-regulated organization that is undergoing a digital transformation. The team carried out a pilot to demonstrate that CI/CD could significantly reduce the lead time for making quality changes. Although impressed with the results, the organization’s leadership team has concerns and is unwilling to support the use of CICD until their concerns are addressed.
Which are the Two MOST LIKELY reasons for the leadership team’s concerns?
1. The pilot did not adequately address governance, risk, and compliance Issues
2. The organization is focused on innovation and lead time is not a priority
3. Leaders desire smaller, more frequent, and more reliable deployments
4. The company’s polices require that Dev, testing and Ops are separated duties
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
Answer: D
14. An IT department is planning to make significant investments in new testing technology that will enable them to provide more rollable services.
What does this situation describe?
A. Digital organization
B. High velocity IT
C. Digital transformation
D. IT transformation
Answer: B
15. A sales team is thinking of implementing a new customer relationship management (CRM) service to increase revenue and improve the customer experience. The sales manager has asked the provider of the CRM service to describe how the service will support the team’s goals.
Which are the Two BEST examples the service provider can present as evidence that value had been realized?
The sales team will be able to:
1. Use data analytics to sell more products to its customers
2. Send customers quick and personalized responses to equines
3. Receive training on the basic features of the service
4. Provide more frequent reports to the sales manager
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
Answer: A
16. Which high-velocity 1T objective MOST supports delivering product functionality in small increments?
A. Valuable investments
B. Co-created value
C. Fast development
D. Assured conformance
Answer: C
17. In the context of high-velocity 1T, which statement about the ‘four dimensions of service management’ is CORRECT?
A. Differentiating digital technologies are best managed by a centralized IT organization
B. Using automated tools supports the need to deliver digital products quickly and reliably
C. Controlling suppliers’ investments and policies reduces the risks of cloud-based services
D. Making quick decisions without getting slowed down by data analysis enables agility
Answer: B
18. An organization has many development teams that design products and services in different ways. There is a wide variation in the levels of customer satisfaction with these prod cuts and services. The organization would like to introduce a more effective approach to ‘service design’.
Which is the BEST improvement activity?
A. Define and agree a single ‘service design’ approach and model, based on the ‘service design’ activities of the most successful development teams
B. Assess the organization’ s strategic objectives and customer requirements, then decide on the number and types of ‘service design’ approaches and models
C. Identity the products and services for which there is low customer satisfaction, and increase the human and technical resources for service design during future upgrades
D. Review the ‘service design’ approaches and models to remove duplication, and improve the efficiency of the development teams
Answer: A
19. What does a digital organization have to do to create or maintain a competitive advantage?
A. Use digital products to automate interactions with consumers
B. Deliver innovative new products and services quickly and reliably
C. Provide multiple, integrated support channels for products and services
D. Change how the IT function develops products and services
Answer: B
20. An organization experienced a security attack. A hacker accessed a system using login Information gathered from social media sites. The incident was identified quickly and systems were restored without significant loss.
Which type of control should be improved?
A. Correction
B. Integrity
C. Detection
D. Prevention
Answer: D