ITIL 4 Specialist Sample Paper 2

An organization has a value stream for the creation of new services. The value stream is initiated by the customer requirements and ends with the applications being ready for deployment. Customers have complained that they have to wait too long for the services. Which is the BEST way to improve the value stream?

• Reduce the amount of testing in each step to speed up the time to market for the services

• Create actions within the value stream to update customers on the proposed go live dates of the services

• Examine the steps and actions in the value chain to identify improvements to their durations

• Extend the scope of the value stream to include the steps needed to make the service available to users

What is ESSENTIAL for effective collaboration between two teams?

• Each team helping the other to meet their goals

• Both teams cooperating by sharing information

• A high level of trust between the teams

• Both teams having suitable technology to support working together

Which tool is MOST likely to be used to automate workflows, as well as communicate with stakeholders?

• Robotic process automation

• Continuous integration and delivery/deployment

• Integrated service management toolset

• Reporting and advanced analytics

Which concept enables organizations to coordinate and combine activities from multiple suppliers in a value stream?

• Service integration and management

• Insourcing work

• Commodification

• MoSCoW model

An organization has received feedback from users that their experience when creating tickets for incidents and service requests is impersonal. Which is the BEST improvement to make in response to this feedback?

• Replace the use of tickets with collaborative swarming activities to improve teamwork

• Reduce the visibility of systems and records to create an intuitive front-end experience

• Revise prioritization levels and reduce the time taken to resolve incidents and service requests

• Increase the number of fields in tickets for incidents and service requests to gather more personal information

An organization has selected a vendor based in a country far away from the organization's principal country. Which is this an example of?

• Offshoring

• Insourcing

• Nearshoring

• Onshoring

An organization wants to create a consolidated set of requirements from its stakeholders for a new tool. The organization is in the process of rating and prioritizing each requirement to determine the importance of each one. Which concept or approach would BEST assist the organization in making these decisions?

• Managing work as tickets

• Service integration and management

• Integration and data sharing

• MoSCoW

An organization has established a continual improvement register and a simple process for collecting employee feedback. Over time, the organization has found that its employees have become hesitant to suggest improvements. Which is MOST LIKELY the reason for the employees’ hesitation?

• Unclear procedures for submitting ideas

• The lack of a reward system for submitting ideas

• The employees’ ideas have not resulted in the desired cost savings

• A lack of transparency into how ideas are reviewed and acted upon

An IT team in a large multinational organization wants to document the work they do by using value streams. What should they do FIRST?

• Agree on the appropriate level of detail and perspective describing the value stream

• Identify all the practices the organization is currently using

• Make the team aware of the organization's governance policies

• Start a request for proposal (RFP) exercise to find a consultant who can document the value streams

A service desk team uses a collaboration tool to work with subject matter experts (SMEs). The tool notifies relevant SMEs that their assistance is needed. The team can then collaborate with the responding SMEs in real time to resolve incidents more quickly. What is this an example of?

• Swarming

• Shift-left

• Robotic process automation

• Continuous integration