Which type of organizational structure is more applicable in the digital service economy?
1 Functional
2 Matrix
3 Divisional
4 Flat 1 and 2 2 and 3 1 and 4 2 and 4.
During lunch, I heard a person say something contrary to what he had just said at the meeting we had just left.
Which is the MAIN communication principle that is being followed? ‘Communication is a two-way process’. ‘We’re all communicating, all the time’. ‘Timing and frequency matter’. ‘The message is the medium'.
An organization has invited ideas from its employees on how to reduce waste in their product development lifecycle and ensure timely delivery of output in each iteration.
Which concept is involved in this scenario? Integration and data sharing Advanced analytics Cooperation The culture of continual improvement.
An organization has issued a survey to understand the reason for high rate of employee turnover. However, only 50% of the employees completed the survey because they think that responses in the survey may be shared with their managers, and they have to face repercussions.
Which key element of collecting feedback is missing in this case? Confidentiality Staff driven metrics Support Call to action.
A service desk consolidation project requires support from both service desks. Which is the BEST way to plan the workforce approach to support the improvement initiative? Workshops should be organized for service desk staff. The project sponsor should highlight the benefits and opportunities of consolidation, and the risks of not consolidating. The project sponsor should understand how service desk staff can be used to meet the organization’s business goals, including determining how many employee hours are needed for the project and identifying the skills the employees will need. The project sponsor should host separate webinars with each service desk to talk about the benefits of the project and the potential for outsourcing if the consolidation is not successful. The primary stakeholders in the consolidation should be identified. The project sponsor should meet with them to identify people’s likely reactions to the initiative.
An organization has identified new SMART metrics and reporting for the consolidated service desks. However, the service desk staff has an inappropriate behavior to meet the defined targets.
What is the BEST step to take next? Use a business case showing the benefits to gain management approval for the improved metrics and reporting. Establish a results-based approach focusing on the outcomes of the service desk staff actions, such as customer satisfaction and time taken to resolve an incident. Carry out a new assessment of metrics and reporting to identify if existing functionality could be enough. Ensure that service desks resolve all the incident within service level agreements.
Which competency profile is required by an individual who has been assigned the task of informing everyone in the organization about the changes in the organization structure and processes to support the organization’s goals? Administrator Leader Coordinator/communicator Technical expert.
Six months after the merger with a new company, the employees have reverted to the old way of working.
Which is the BEST approach to reinforce the new way of working? By encouraging a holistic view of the objectives of the overall organization By regular meetings to build rapport and encourage productivity By encourage ongoing learning and goals achievement By providing feedback.
Product and service management benefits significantly from effective automation; for digital products and services it is impossible without integrated service management toolsets. The majority of the organizations make use of which of the following functions of the toolset? Inventory management Information security Availability Capacity.
Which of the following factors influence the performance of a supervised machine learning system? The quality of the output data The quality of training The sample dataset Neural networks.
Agile approaches such as CI/CD are well suited to which of the following situations? When there is a high certainty about the requirements of the service In large and complex organizations When there is a high uncertainty about the present and future requirements of the service When safety criticality demands the use of large batch deployments.
Which of the following is a key requirement for collaboration and workflow tools and methods? Managing and tracking of work among the teams and partners. Maintaining transparency between teams and check for gaps or potential blockages between or across teams. Manage and control partners and suppliers for the organization. Designing good surveys to baseline employee satisfaction and identify actions for improvement.
There are several important metrics which can be defined for a value stream. The reduction in the value of which metric can be achieved by increasing the level of automation? Work in Progress Wait Time Cycle Time Throughput.
Which of the following statements are correct?
1 Value streams ALWAYS start with value.
2 A value stream can be as linear or as waterfall (or not) as the organization requires.
3 Value chain activities cannot repeat themselves over the course of a value stream.
4 Techniques like value stream mapping can help organizations streamline and optimize their value streams. 1 and 2 1 and 3 2 and 3 2 and 4.
What is the approach for “framing outcomes and value from the customer or user’s point of view” called? In-house Insourcing Outside-in Outsourcing.
Passengers on train journeys interact with railway companies that transport people.
They also interact with sell tickets stations and other providers for security insurance, dispatch and navigate the trains, and so on.
This is an example of which of the following? Process Practice Outsourcing Value streams.
To ensure the success of the improvement initiative, making new features available to customers, a dedicated ELS (Early Life Support) team drawn from across the service design package defining the key metrics, works closely with Product Owner to add
priority tasks to the backlog.
The following practices commonly contribute to this step, EXCEPT which one? Incident management Service validation and testing Change enablement Configuration management.
An organization need to provide the skills, tools, and resources to meet the agreed requirements for customer experience (CX) and user experience (UX) when interacting with the new service.
Which of the following practices BEST support this step? Project Management Service Design Business analysis Service Desk.
An organization need to assess the requirements and decide on investing in a new service that might be engineered and developed and also impact the ongoing application management activities.
Which practice BEST support this step? Incident management Business analysis Software development and management Service level management.
An organization receives a request from a customer for a new feature in a service. The organization acknowledge and document the request to collect and assess requirements in consideration to the impact in other services and service components.
Which of the following practices BEST support this step? Service level management Infrastructure and Platform management Problem management Service design.
An organization is creating service components and validating them against business needs, providing the skills, tools, and other resources to create and communicate the release and deployment activities.
Which practice BEST support this step? Release management Deployment management Knowledge management Change enablement.
An organization finished the build of the service components and is now preparing the work to modify the live products and services. Due to the mixed nature of service components, they need to consider the skills, tools, technical and non-technical
resources to put in live environment.
Which practice BEST support this step? Infrastructure and platform management Release management Deployment management Software development and management.
What is an example of a value stream in which the first step might not be Engage? An engineer notices an incident raised by a monitoring tool Refine requirements with the customer Contact potentially impacted customers Evaluate requirements from suppliers.
To improve the user support, we document the agile software development activities exhibiting multiple iterations of work, reflecting the exploratory nature of agile software development.
This is an example of the application of which of the following considerations about a value stream? A value stream should be documented to reflect the aspirations of the service provider. A value streams is a representation of work, as viewed at a certain level of granularity. A value stream can loop around and repeat value chain activities, reflecting the context and the environment in which work is performed. A value stream always starts with demand, and always ends with value being created for one or more stakeholders.
The flow of activity for restoring a service as quickly as possible can be each defined in a service value stream map. What is the MOST important role of a value stream map? Resolve the incident more quickly Fix the problems more quickly Identify the improvements more quickly Perceive the service value more quickly.
A monitoring tool proactively alerted the organization to failures that may or may not have impacted users, and the alert is being recorded. The attempt to quickly identify the nature of the failure, apply a known solution to fix it, and recover the service to its normal state is initiated.
Which of the following practices BEST support this step? Incident management Problem management Change enablement Service Desk.
After identifying the cause of the failure of the service, the support team escalated it to a specialist team to replace a faulty hard drive and restore the service.
Which of the following practices BEST support this step? Incident management Problem management Change enablement Service Desk.
After identifying the cause of the failure of the service and after the fix has been obtained, tested and validated, we can deploy it to the production environment. Lessons learned are crucial to help us on these activities.
Which of the following practices BEST support this step? Incident management Problem management Knowledge enablement Service Desk.
After the fix is applied to restore the service and feedback has been collected from all
relevant stakeholders, we analyzed the historical data about the service, the service provider or service consumer, external constraints, in order to identify opportunities to ensure a similar situation doesn’t occur in the future.
Which of the following practices BEST support this step? Incident management Problem management Knowledge enablement Knowledge enablement.
Moving bug-fixing activities to the frontline of build and test stages of the lifecycle, is an example of: Continuous integration Shift-left approach Continuous delivery Automated testing.
Which of the following is a success driver for the shift-left approach? Focus on technology Increased complexity Knowledge capture Focus on organization change management.
Reduction in cost per incident due to the availability of a self-service that provides for high-volume requests and offers relevant and accurate resolutions to common issues is a result of applying which of the following approaches? DevOps Agile Shift-left Machine learning.
An organization is a busy service provider organization performing many different tasks and activities simultaneously. Currently, the Customer Support Team is facing queues because the telephone support agents have to pause the conversation while they fill
on-screen forms. Customers are being asked to enter the same details on consecutive forms and user interface cohesion is poor.
To stabilize the situation, all of the following steps should be followed, EXCEPT which one? Allocate the right people and other resources to manage the tickets. Implement design-thinking principles to identify user-focused solutions. Remove the ticking system since they work in an agile environment. Prioritize the work to create, deliver and support the services.
An organization uses elastic cloud platforms to quickly increase and decrease available computing power to support our services according to the dynamic demand for services.
What is the BEST benefit they can achieve with this? Reduce the costs of the services Minimize the queues of work Increase capacity when the demand is higher Ensure the performance of the services.
A vendor provides the service integration and management function and one or more delivery functions, in addition to managing other vendors. This is the characteristic of which model of service integration and management models. Retained organization Single supplier Service guardian Separate service integrator.
A service desk agent misunderstood a user complaint about being unable to print a document classifying and treated it as a printer issue, when the issue was in fact a network outage.
This situation can be addressed using which one of the following methods? First-in, First-out Swarming Shift-left Triage.
An organization is based out of India and has hired a recruitment agency to source candidates for its sales team in the US.
This is an example of which sourcing model. Nearshoring Onshoring Offshoring Insourcing.
Which of the following we should consider supporting a decision to follow an outsourcing approach? Whether it is important to retain knowledge and skills What the impacts are to enterprise risk management What the cultural or language differences between the vendor and the organization All the above.
Which of the following is NOT part of sourcing model? Roles and responsibilities of the vendor Degree of oversight that the organization requires over the vendor resources Vendor assessment criteria RACI matrix of all teams.
An organization is seeking to reduce costs in their supply chain by adopting a selective sourcing approach to all IT services. They evaluate one particular service. This service is used daily by a business unit. This service is based on highly specialized applications specific to the industry, requiring specific skill sets and data sets.
Which one of the following is the BEST solution for sourcing this service? Retain the service within the business unit because there is enough demand for the service from the business unit that uses it and performance is hard to define. Retain the service within the business unit and acquire rights to the specialized and proprietary service assets. Outsource to an external service provider who can assume the costs and risks of maintaining highly specialized service assets in return for a long-term contract with price guarantees. Transfer control to a shared service unit which can spread the marginal costs of maintaining highly specialized service assets across the business units.
Service integration and management refers to an approach whereby organizations manage and integrate multiple suppliers in a value stream.
Which of the following practices will be MORE impacted as a result of service integration and management? Deployment management Incident management Software development and management Service level management.
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