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| Section | Objectives |
|---|---|
| Topic 1: Prioritization and Work Management | - Work planning and prioritization
|
| Topic 2: Information and Technology | - Supporting technologies
|
| Topic 3: Create, Deliver and Support Practices | - Service performance and quality
|
| Topic 4: Organizational Structure and Teams | - Team culture and collaboration
|
| Topic 5: Introduction to Create, Deliver and Support | - Core concepts of service value streams
|
| Topic 6: Value Stream Design and Development | - Designing service value streams
|
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 the team can take to address leadership's concern?
Correct Answer: C 🗳️
An organization wishes to acquire a service from a supplier in a different country but with similar working hours.
Which sourcing model should they use?
Correct Answer: D 🗳️
Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?
Correct Answer: B 🗳️
An organization plans to launch a global, cloud-native analytics service that integrates data from multiple regions, adheres to diverse compliance mandates, and scales dynamically with usage.
During the value-stream's Design and Transition phase, which practice is chiefly responsible for creating the service design package detailing service architectures, policies, metrics, and operational models and ensuring it aligns with stakeholder requirements across all four dimensions of service management?
Correct Answer: B 🗳️
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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?
Correct Answer: A 🗳️
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