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| Section | Objectives |
|---|---|
| Service Performance and Measurement | - Continual improvement
|
| Team Collaboration and Shift-Left Approach | - Collaborative practices
|
| ITSM Practices in Create, Deliver and Support | - Incident Management
|
| Value Streams and Service Delivery | - Value stream mapping
|
| Organizational Structure and Service Value System | - ITIL Service Value System (SVS)
|
Sunrise Bank reorganized its customer support function into cross-functional, end-to-end value- stream teams that include service desk analysts, incident responders, problem managers, and change coordinators. After three months, teams still dispute task priorities, handoff delays persist, and customer satisfaction scores vary widely. According to ITIL 4 principles and the four dimensions of service management, which ONE action should leadership prioritize to establish clear accountability, align objectives, and improve collaboration?
Correct Answer: C 🗳️
Explanation: Only visible for RealExamFree members. You can sign-up / login (it's free).
An internal service provider has made the service desk a single point of contact for all user queries, including incidents, service requests, complaints, and compliments. To ensure a fair allocation of the service desk resources, a common rule for processing all incoming queues has been agreed: "first in, first out." It has soon become apparent that some incidents reported by users spend too much time waiting to be processed and triaged by the service desk. This leads to delayed incident resolution and negative business impact. What is the BEST way to improve the situation?
Correct Answer: B 🗳️
A software development company wants to transition from a traditional working model to one focused on innovation and adaptability. The management has recognized a need to support changes in the mindset among employees, particularly those accustomed to the traditional approach. However, the management has encountered resistance from long-standing employees who are accustomed to traditional methods. What strategy should the company adopt to effectively facilitate this cultural shift?
Correct Answer: A 🗳️
Which is often included in an Agile approach to software development?
Correct Answer: B 🗳️
An internal service provider of a large retail organization is working on a major update of the self- checkout terminals used in the supermarkets. The update includes new hardware, software, and integration with a new card payment system. How should the service provider ensure that the update is sufficiently tested?
Correct Answer: B 🗳️
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