An organization's lead times and the flow of tasks across value streams are being impacted because tasks often sit waiting in queues. Which technique can be used to overcome this challenge?
A.
Clarifying definition of done'
B.
Introducing a push system
C.
Increasing batch sizes
D.
Limiting work-in-progress
Answer:
D
User Votes:
A
50%
B
50%
C
50%
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Question 2
Which value chain activity ensures that products deliver stakeholder expectations for quality?
A.
Design and transition
B.
Engage
C.
Obtain/build
D.
Plan
Answer:
A
User Votes:
A
50%
B
50%
C
50%
D
50%
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Question 3
An organization is undergoing a significant cultural change as a result of introducing Agile and DevOps practices. How can managers use Toyota Kata to help employees adjust to these different ways of working?
A.
By encouraging the practicing of routines to unlearn old habits and learn new ones
B.
By creating detailed plans that predetermine how to approach large changes
C.
By making hard decisions for the teams and providing step-by-step guidance
D.
By encouraging widespread changes that involve the teams starting from scratch
Answer:
A
User Votes:
A
50%
B
50%
C
50%
D
50%
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Question 4
Which statement about user communities is CORRECT?
A.
User communities are created by service providers to investigate the cause of problems
B.
Communities set up by users may be recognized and supported by service providers
C.
Informal user communities should be disbanded and merged into official groups
D.
Every user community should have at least one super-user
Answer:
B
User Votes:
A
50%
B
50%
C
50%
D
50%
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Question 5
In service relationships what is a benefit of identifying consumer roles?
A.
It enables effective stakeholder management
B.
It provides shared service expectations
C.
It removes constraints from the customer
D.
It enables a common definition of value
Answer:
A
User Votes:
A
50%
B
50%
C
50%
D
50%
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Question 6
Information that is needed to resolve problems is difficult to obtain because IT staff are worried that they will be blamed for mistakes. Which concept can MOST help to resolve this?
A.
Safety culture
B.
Design thinking
C.
Valuable investments
D.
Agile
Answer:
A
User Votes:
A
50%
B
50%
C
50%
D
50%
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Question 7
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
Answer:
C
User Votes:
A
50%
B
50%
C
50%
D
50%
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Question 8
Which concept is PRIMARILY concerned with multiple teams moving to a cross-functional way of working?
A.
Organizational structure
B.
Employee satisfaction measurement
C.
Working to a customer oriented mindset
D.
The value of positive communications
Answer:
A
User Votes:
A
50%
B
50%
C
50%
D
50%
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Question 9
An organization supports the users of its services using a tiered structure. There are many specialists in the second- and third-line resolution teams who have worked for the organization for a long time. The organization is in the process of deploying many changes to services. This is likely to result in a large number of complex incidents. In addition, there are long backlogs of work for the second and third- line resolution teams to complete. Which is the BEST approach or technique to resolve this situation?
A.
Service integration and management
B.
Machine learning
C.
Swarming
D.
An information model
Answer:
C
User Votes:
A
50%
B
50%
C
50%
D
50%
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Question 10
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
Answer:
D
User Votes:
A
50%
B
50%
C
50%
D
50%
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Question 11
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
Answer:
B
User Votes:
A
50%
B
50%
C
50%
D
50%
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Question 12
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
Answer:
D
User Votes:
A
50%
B
50%
C
50%
D
50%
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Question 13
What do design thinking and service-dominant logic have in common?
A.
Both require clearly defined requirements and acceptance criteria
B.
Both involve collaborating with customers to ensure their needs are met
C.
Both focus on product functionality and on building new features
D.
Both focus solely on the needs and problems of the consumers
Answer:
B
User Votes:
A
50%
B
50%
C
50%
D
50%
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Question 14
An IT department is able to rapidly develop services that meet functional requirements. However overall satisfaction with these services is low. Which is the BEST way to start working on developing new services while addressing issues faced by the IT department?
A.
Develop a clear set of system requirements and track each of them from start to finish to ensure that the delivered service meets the stated requirements
B.
Develop a clear understanding of the customers' intended goals and expectations, and track each of them from start to finish to ensure that the service supports the required outcomes
C.
Involve senior management as early as possible to define requirements and help with 'organizational change management' to ensure successful implementation of the service
D.
Assess and improve capabilities of IT teams prioritizing areas that are required to deliver the service in a way that meets customer expectations
Answer:
B
User Votes:
A
50%
B
50%
C
50%
D
50%
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Question 15
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