QUESTION 19
A company has begun a new global line of business that has changed how IT supports the new systems. Recognizing the urgent need for two-way communication on the required changes, IT managers are trying to find better ways to obtain feedback than a standing agenda at staff meetings.
Which describes the BEST approach for establishing effective feedback channels?

QUESTION 20
A designer has been asked by an organization to design a new office chair. The designer has proposed a plant that they have been asked to validate. In ‘design thinking’, what should the designer do to BEST validate the plan

QUESTION 21
An organization is compiling information about how a new service will be used. It is considering how each set of stakeholders will experience the service. In the past, the suppliers have been unreliable, so the organization wants to identify the main risks and dependencies for the introduction of the service. What is this an example of?

QUESTION 22
Which describes the value driven approach to service design?

QUESTION 23
An organization wants to introduce a new service. There are many teams that will contribute to the design, development and transition of the service. Which approach should the organization follow when creating a value stream for this new service?

QUESTION 24
What do Lean and Agile consider a barrier to high performance?

QUESTION 25
What do design thinking and service-dominant logic have in common?

QUESTION 26
An organization is experiencing difficulties with the way it resolves incidents. The service desk staff are often unsure which teams to escalate an incident to. The incident is then passed between different teams until it reaches the correct team. Also, the service desk analyst does not always know the correct type of information and level of detail which will be required by the team that resolved the issue. The organization is considering moving away from a formally organized system of tiered support groups. Which is an alternative to this structure that would help to improve the situation?

QUESTION 27
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?

QUESTION 28
A legacy financial system requires the user to manually enter the time and date of the transaction to meet regulatory requirements. A recent internal audit has shown that these fields are often blank.
Which are effective controls that could improve compliance?
1. Modify the application to automatically add the current time and date when transaction is entered
2. Establish a communication plan to remind users of the importance of time and date on transactions
3. Develop a goals cascade so all staff know their role in achieving company goals
4. Create a report showing non-compliant records and take action to correct

QUESTION 29
What is the MOST LIKELY reason for an organization to delay a transformation to high velocity?

QUESTION 30
A software development team is intending to develop many new applications and services. They will need contributions from various practices to achieve this. How should these activities be combined?

QUESTION 31
What BEST describes the relationship between planning and risk?

QUESTION 32
A large service provider with many staff has built a relationship with a customer and agreed a 10-year contract.
Both organizations have shared information freely and responded to requests. Which is MOST LIKELY to be a threat to maintaining the relationship?

QUESTION 33
Which two stakeholders co-create value in the service relationship?

QUESTION 34
A software development team makes many hundreds of small changes every week.
Who can BEST make the decision of whether to accept each change?

QUESTION 35
Which is included in onboarding?
1. Negotiating service targets with customers
2. Building awareness of the new consumer
3. Ensuring resources are prepared for service provision
4. Designing the service components and infrastructure

QUESTION 36
An organization wants to become more efficient by reducing the amount of unnecessary work they do. Which approach would be MOST helpful?

QUESTION 37
In service relationships what is a benefit of identifying consumer roles?

QUESTION 38
An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently.
What is the FIRST step the organization should take to start to improve the situation?