During a service design workshop, a development team come up with lots of different possible
design solutions, and then analyze these to select one of them to proceed with.
What ‘design thinking’ activity is this an example of?
B
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?
C
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 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?
D
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?
D
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?
B
Which concept focuses on understanding the different levels within systems and ensuring that
multiple systems are aligned and unified when designing services?
B
Which statement about collaboration is CORRECT?
A
When verifying that an incident has been resolved, which is an example of value as perceived by a
user?
C
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
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?
D
Which is an example of results-based measurement and reporting?
C
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?
C
Which is often included in an Agile approach to software development?
D
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?
B
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?
D