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| Section | Objectives |
|---|---|
| Topic 1: Team Collaboration and Shift-Left Approach | - Collaborative practices
|
| Topic 2: Value Streams and Service Delivery | - Workflow optimization
|
| Topic 3: Service Performance and Measurement | - Metrics and KPIs
|
| Topic 4: Organizational Structure and Service Value System | - ITIL Service Value System (SVS)
|
| Topic 5: ITSM Practices in Create, Deliver and Support | - Service Desk
|
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 applied to overcome this challenge?
Correct Answer: C 🗳️
Which is often included in an Agile approach to software development?
Correct Answer: A 🗳️
An organization uses value streams to help them deliver consistent services, and they use
`service integration and management' to manage many different suppliers. How does `service integration and management' work with the organization's value streams?
Correct Answer: B 🗳️
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?
Correct Answer: A 🗳️
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?
Correct Answer: D 🗳️
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