ITIL CDS

An organization is designing a value stream to provide user support. People from several internal and external teams, who will potentially be involved in the value stream, are discussing its design. The discussion highlighted different opinions on the design of the value stream.

Which statement about the design of the value stream is MOST CORRECT?

• If an external team is involved in support workflow, the organization should define a separate value stream for that team’s work

• Each internal or external team involved in support workflow should have its own separate value stream for their team’s work

• A value stream can include steps performed by different internal and external teams

• A value stream can only include steps performed by different internal teams; external teams cannot be involved in an organization’s value stream

Which is the BEST example of team collaboration?

• Working with others to achieve individual goals

• Implementing technology to facilitate communication between team members

• Working together to achieve a shared organizational objective

• Aligning the goals and KPIs of all individuals and groups

An organization performs many activities related to reactive problem identification. It wants to put more emphasis on proactive problem identification.

Which is an example of an activity that the organization should focus on?

• Holding discussions with a software development partner about an ongoing error in a critical application

• Examining real-time performance data to understand the locations of bottlenecks causing capacity-related incidents

• Examining relationships between service components to determine the cause of a group of incidents which seem to be related

• Holding discussions with a hardware supplier to understand the product errors in the next upgrade

An organization is experiencing delays to incident resolutions because there is a lack of clarity about escalation paths among support teams. These delays sometimes cause the organization to lose a lot of money. The organization has decided to investigate the activities involved in incident resolution, and to produce a flow of activities which are connected from the time a disruption occurs until a resolution has been identified.

Which concept is this an example of?

• Organizational structure

• Collaboration

• A Value stream

• Workforce planning

Which concept refers to the management of IT delivery and value chains by a single entity that coordinates the various suppliers?

• Integration and data sharing

• Service integration and management

• CI/CD

• Organizational structure

An organization has noticed that the number of changes which have failed has increased during the last few months. The feedback from many of the reviews of these changes shows that some of the relevant stakeholders were not consulted at any time during the development cycle, during which there have been some formal advisory meetings.

Which approach would BEST help to improve this situation?

• Establish a change advisory board and have weekly meetings to ensure that all the stakeholders have the opportunity to contribute to discussions about all the changes

• Define the stakeholder roles required to be involved in the different types of change, and review opportunities to invest in automation to reduce the dependency on formal meetings

• Publish a calendar of potential changes and allow all possible stakeholders to access the calendar, so they can decide whether they need to provide input

• Classify all future changes, except emergency changes, as ‘standard’ pre-approved changes, so that they can be quickly processed

An organization prioritizes incidents as high, medium or low so that it can decide the order of resolving incidents. The organization always resolves high-priority and medium-priority incidents before low-priority incidents, which sometimes means that low-priority incidents are never resolved. The organization has received complaints from users with low-priority incidents because of the long resolution times.

Which is the BEST approach for the organization to take to resolve this situation?

• Close the low-priority incidents for which complaints have been received, and open complaints records instead

• Create a separate backlog for each priority, to reduce the complexity of the incidents assignment and processing

• Create problem records for the low-priority incidents which have been open for a long time, to ensure they are escalated to the correct teams

• Periodically examine the outstanding low-priority incidents and escalate incidents where necessary

An organization's application development team has too much development work for them to complete. In addition to this, the team members are also frequently asked to help resolve incidents and assist operations teams by explaining elements of an application's performance.

Which concept would help to overcome the challenge of interruptions to the application development team's work?

• Managing work as tickets

• Build vs buy considerations

• Service integration and management

• Workforce planning and management

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?

• Create separate value streams for every project phase, to ensure that each milestone is achieved in an agile way

• Create one value stream for the entire project, to enable an end-to-end, holistic vision of the service

• Create one value stream for each team, to allow the teams to focus on their different objectives

• Create separate value streams for practices, people, tools and suppliers, to ensure that the 'four dimensions' are considered equally

An organization has set up an 'ideas' page on an internal website and is encouraging its employees to experiment with different working methods when they experience issues that prevent the achievement of outcomes.

Which concept is involved in these changes?

• Integration and data sharing

• Advanced analytics

• Team culture

• The culture of continual improvement