A mental model of an (economic) exchange in which organizations co-create value by applying their competencies and other resources for the benefit of each other. What is this the definition of?

Which is a purpose of the Relationship management?  

An organization has been experiencing outages which have mainly been attributed to the age of its technology and the fact that many components are several versions behind what is supported by the vendor. Which practice includes guidance to help remedy this type of technical debt?

Which High-velocity IT objective techniques may negatively affect resilient operations where insufficient time is given to ensuring that services and products are robust?

Which of the following is an Availability management practice success factor (PSF)?  

A service provider provides a cloud-based social media tool to many service consumers. It is essential that the service is reliable and has very few failures. Recently there have been issues where the performance dropped to unacceptable levels following service updates. Some technical staff claim this is due to unpredictable patterns of business activity. How can the 'capacity and performance management' practice contribute to resolving the issues?

Which BEST describes Toyota Kata?

A more extreme form of complexity that demands immediate action to transition the situation to complex (novel practice). What is this an example of?

Recently, there have been errors in a business-critical service which have led to incidents. Support teams have used a variety of resolutions to try to restore service. Some of the resolutions have led to further incidents. Which activity should be employed in the future to reduce the amount of technical debt created by these resolutions?

An organization wants to increase its revenue by reducing the delay between the uploading of reference data for new products and the ability to place sales orders. Which activity would MOST contribute to achieving this?

How is the concept 'A problem that has been analysed but has not been resolved' called?  

An organization used to have a product owner who frequently made decisions without involving stakeholders and who was not open to feedback. As a result, users are dissatisfied, the development team is unhappy, and the value of the product is diminished. A new product owner has been assigned to replace the previous product owner. How can the 'relationship management' practice BEST contribute to helping the new product owner quickly regain the trust of stakeholders and maximize the value of the product?

An organization has decentralized its IT function and assigned the responsibility for digital technologies to its business units. There is concern that this approach has made it difficult to manage risks that could impact the entire organization. Which is the BEST approach this organization can take to initially address this concern?

An organization has introduced continuous integration/continuous delivery (CI/CD) to continuously enhance their software with new and better features and bug fixes. Pressure to quickly release these changes often leaves little time for testing activities. Which approach would the '˜service validation and testing' practice recommend to ensure that adequate testing occurs?

A manager often focuses on avoiding risk, and blames staff when things go wrong. The manager also does not listen to suggestions and allow experimentation. This has resulted in a lack of innovation in the manager's team, and several of the team's senior members have left the organization. Which TWO behaviours from safety culture would allow this manager to increase innovation and retain more staff? Focus on inclusion and ignore toxic relationships Treat failures as improvement opportunities Encourage continual organizational learning Encourage collaboration and discourage conflict

Which of the following is a Capacity and performance management practice success factor (PSF)?  

A digitally-enabled organization is introducing the discipline of chaos engineering in an effort to test and improve the resilience of its IT systems. In this context, which would NOT be a contribution of the 'service continuity management' practice?

Identify the missing words in the following sentence. [?] means that built software can be released to production at any time.  

An organization has many different portfolios (product, programme, project, application) that are managed with varying degrees of formality. The organization wants to ensure appropriate use of its resources across these portfolios. It also wants to obtain more accurate data on how the items in these portfolios are performing. Which approach would BEST enable the organization to accomplish these objectives?

Identify the missing words in the following sentence. The [?] is responsible for maximizing the value of the product that the development team produces.

A service is meeting all the requirements for utility and warranty, but customer and user experience are not good. Which practice will contribute MOST to understanding what experience would be valued by users, in order to support service metrics nurturing the customer experience for the Business analysis practice?

Which statement about high velocity IT is CORRECT?

An organization has historically ensured strict segregation of duties in an effort to catch errors and prevent fraud. In order to reduce bureaucracy, the organization has introduced automated controls that ensure changes adhere to the organization's compliance requirements. Which is the BEST approach this organization can use on a regular basis to maintain the automated controls?

An organization wants to adopt a human-centered, holistic, and co-creational approach to service design. Which represents the co-creational aspect of this approach?

An organization recognizes that some types of risks must be tested for in production (e.g. load testing and stress testing). Which TWO techniques does the '˜service validation and testing' practice use after deployment to minimize the risk of this testing affecting users? Testing each software module within the continuous integration pipeline Releasing new features to a small group of users before wider deployment Releasing to a copy of the production environment whilst maintaining the original production environment unchanged Manually testing integration between systems

A Bank Group brench IT software development team uses cost of delay to prioritize a backlog. The Scrum team is considering four items: A, B, C, D and they need to discover which is the only one to be included in the next sprint. GDPR compliance is critical, and it will have a strong non-financial impact on future development efforts. Which item should finally be included?  

Identify the missing words in the following sentence. The architecture management practice is used to define the [?] architecture, and to maintain the agreed direction and pace of the architectural evolution.  

Change practitioners of an organization are responsible for deciding on the level of risks which they are prepared to accept for each change, on a case-by-case basis. Recently, the organization has experienced regulatory breaches related to changes. Which is the BEST improvement action for this situation?

Within the context of the techniques for resilient operations, which of the following practices should provide sufficient information to chaos engineering regarding service components and backup activities?  

A company within the industry of automotive has invested heavily in robotizing so they can significantly increase the quality and speed of production and delivery. What is this an example of?

A recently formed start-up operating within the field of telecom has experienced a strong growth the last two years, so it's now coping with working in more complex environments. Leaders would like to get inspiration from the Cynefin model: what should they aspire to, in order to better manage with the 'obvious domain'?  

Which of the following is a Service validation and testing practice success factor (PSF)?  

An organization has created a culture that encourages taking intelligent risks while also working within relevant constraints. Which high-velocity IT objective is this an example of?

Which factors should be considered when determining service availability criteria? scale factor (number of users, business units, sites impacted) certain users, business units, sites, and so on that are impacted the service delivery schedule and peak hours. high-impact risks (emergencies, disasters)  

An organization is under constant pressure to release new software features. Shortcuts are sometimes used to introduce features, and incidents are often solved with workarounds. As a result, the product is becoming increasingly difficult to maintain. Which is the BEST approach to take in this situation?

An organization wants to improve the understanding of needs concerning digital products from its website, but the market is volatile and unpredictable so actions from visitors when visiting the website are currently not helpful with this objective. Constant arguments regarding which features to change in support of this objective have led to wasted time and effort. Which approach can the organization use to both achieve its objective and reduce the arguments associated with making changes?   

An organization has recently received feedback from its employees that many key applications are missing important functionality or are too difficult to use. How can the 'software development and management' practice help address the situation?

Which is a characteristic of a digital organization?

Which is a purpose of the Availability management?  

Identify the missing words in the following sentence. [X] is focused on confirming that the proposed service design meets agreed service requirements and on establishing acceptance criteria for the next stages (development, deployment, and release). These criteria will then be verified by [Y] the product and service components, products, and services.  

An organization has recently acquired a small company with its own service desk team. The organization wants to ensure that the new service desk team contributes to value co-creation within the organization as a whole. Which is the BEST starting activity for the organization?

Which high-velocity IT objective helps a digital organization to ensure that the risks it takes are aligned with the corporate direction and regulatory obligations?

A Bank group decided to centralize its IT function, focusing on some chaos engineering tools in order to increase the antifragility of components and systems. What is this an example of?  

A service is meeting all the requirements for utility and warranty, but customer and user experience are not good. Which practice will contribute MOST to understanding what experiences would be valued by users and customers?

The technique of packaging software into standardized lightweight, stand-alone, executable units for development, shipment, and deployment. What is this the definition of?  

An organization has recently completed an urgent website upgrade because of customer complaints about response times. Customers are not happy with the upgrade because the new response times are not as fast as they expected they would be. How should the 'business analysis' practice be utilized to prevent this situation from happening again?

In which circumstance would a transformation to high-velocity IT be considered undesirable?

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

A team is developing a new mobile app to enable users to make online purchases. Which practice should be the FIRST to contribute to the user experience, and at which point in the product lifecycle?

An organization is introducing a service for two business units, which have different requirements for service hours. The result of the different requirements is that the service should be available for 24 hours per day, and will need to be designed with high levels of redundancy. Neither customer sees it as their responsibility to invest in such a solution. Which practice ensures that this situation is managed appropriately?

How is the concept 'Any change of state that has significance for the management of a service or other configuration item' called?  

Which is a purpose of the Service design?  

Identify the missing words in the following sentence. A RAID arrays and disk mirroring for LAN servers to prevent data loss and ensure the continued availability of data is a countermeasures to [?] risks.  

How is the concept for 'changes go through the pipeline and are automatically put into the production environment, enabling multiple production deployments per day' called?  

A service provider plans to launch a number of mobile phone apps into a new but volatile market where speed to market and regular enhancements are essential to build competitive advantage. What contribution is made by the 'software development and management' practice to achieving this advantage?

A service provider has created new services to improve business processes. The services have the right functionality and meet all service levels expected by the customers. The sponsors have complained that the improvement in business process performance is not as much as they expect, and it seems that the issue is due to insufficient development of communications to provide seamless experience and information flow. What action should the service provider take next?

One of an organization's legacy systems is difficult to change because of its tightly coupled nature. To remain competitive, the organization must find a way to make more frequent changes to this system. What would the '˜architecture management' practice recommend?

How should a product team make use of a 0.1% error budget?

After a significant expansion, an organization's employees have started to complain about the way they are managed. Complaints include difficulty contacting managers, short and impolite feedback, and micro-management. What would BEST contribute to improving the 'trust and be trusted' behaviour?

An organization aims to ensure valuable investments in products, services and improvements. Which initiative BEST supports this objective?

Which of the following is a Service desk practice success factor (PSF)?  

Identify the missing words in the following sentence. Approaches with [?] characteristics focus on breaking down large pieces of work into smaller batches. A short lead time is the best way to ensure quality, customer satisfaction, and employee happiness, and a good way to achieve short lead times is by using small batch sizes of work.

Which is the BEST example of the '˜Information and technology' dimension in the context of high velocity IT?

An organization has received feedback from its customers that the latest release of its product lacks valuable features. It was discovered that the key members of the software development team had been working on other tasks. How does 'portfolio management' contribute to ensuring that the team is working on tasks that contribute to the organization's strategy?

A Service provider has several value streams for the creation of new services. The organization has found that customers are not sufficiently informed about the changes which will affect them, and that fit for purpose and fit for use are not met after delivery. Which practice would MOST help to improve this situation?

Which is a purpose of the Portfolio Management?  

Which describes a digital product?

An organization has set up a new team to develop a mobile app. They want this team to help start their digital transformation journey. Who should analyse and document requirements for the new app?

Due to the monolithic nature of their legacy information systems, an organization is unable to fully reap the benefits of more modern software engineering techniques such as Agile and continuous integration/continuous delivery (CI/CD). Which practice includes designing loosely coupled service, technical, and information elements that would enable smaller, more frequent changes?

The organizations that are under pressure to restore normal service when software fails may apply an easy workaround to quickly resolve the issue. There is often intent to fix it properly later, but in many cases, this does not happen. The intended '˜proper fix' may not be formally recorded and will be subsequently forgotten. What is this an example of?

An organization uses software robots to process the claim forms, documents and images submitted by its customers via the organization's mobile application. What are the software robots an example of?

Which of the following is a Risk management practice success factor (PSF)?  

Which objective PRIMARILY focuses on the fulfilment of the warranty requirements for services?

A business analyst has recognized that business managers have conflicting hypotheses about their needs for departmental improvement. They also find it difficult to articulate their requirements. Which approach is BEST for obtaining requirements?

Which is an example of a typical behaviour pattern for 'design thinking'?

Which high-velocity IT objective involves researching new products and services, and continuously evaluating existing products and services?

Real-time monitoring solutions are an example of which of the four dimensions of service management?

A mental model and behaviour pattern for scientific thinking and routines for practice and coaching. What is this the definition of?

Identify the missing words in the following sentence. A Portfolio is a collection of [?] into which an organization chooses to invest its resources in order to receive the best return.  

An organization that works in silos and has poor communication has started using chaos engineering tools to test the resilience of its IT systems. Which practice would be MOST directly impacted by the poor communication?

Which of the following is a Relationship management practice success factor (PSF)?  

Which behaviour would be encouraged in a lean culture?

An organization has several value streams for the creation of new services. The organization has found that users are not sufficiently informed about the changes which will affect them, and that user complaints about new services have not been escalated to the correct teams. Which practice would MOST help to improve this situation?

Which is a purpose of the information security management?  

A centralized IT department is adopting site reliability engineering to increase the resilience and performance of IT systems. What is this an example of?

An organization uses digital technology to support its rapidly-changing business environment. Software-defined infrastructure is widely used, and the team managing the infrastructure struggles to keep up with daily operational activities. Which technique would MOST help to resolve this situation?

A service provider spends a long time carefully planning and designing its new services with its customers and users. Anyway there is uncertainty about customer and user satisfaction with the services when they are introduced. It seems that satisfaction levels dramatically reduced for most services during the first year of live operation, due to a large number of complaints logged as service requests by the Service Desk. Which is the BEST approach to improve this situation?  

Which TWO statements about the service value chain are CORRECT? The service value chain describes the activities that are required to effectively manage products and services There is no fixed structure for service value chains, and they are unique to each organization The focus of the service value chain is on individual service components The service value chain is a model on which workflows are based

An organization that has been successful in the past is now struggling to succeed in a highly competitive industry. Customer expectations that are changing in unpredictable ways, and unclear user requirements, are making it difficult for the organization to decide a course of action. Several conflicting approaches have been suggested. In the context of the Cynefin framework, which approach would BEST enable the organization to progress?

How is the Non-functional aspect for 'testing the behaviour of the system when approaching the upper operational limits' called?  

Organizations are constantly involved in NON-service relationships with various groups of stakeholders. What group is NOT included in the NON-service relationship?  

Which statement is CORRECT when considering a transformation to high-velocity IT?

An organization wants to make sure that their plans to manage information security incidents will be effective. What would be the BEST approach to take to ensure this?

An organization has historically communicated to their employees that '˜failure is not an option'. As a result, it is common for employees to hide mistakes. What should be adopted to BEST foster an open and trusting work environment where people can run experiments?

Which is a purpose of the Service desk?  

An organization has a high number of IT changes and is concerned about the speed of deployment. Many changes are initiated without understanding the impact of the workload on the people involved in the changes. Which technique for fast development would MOST help to resolve this situation?

A service provider wants to ensure that value is co-created. What is the BEST way for them to achieve this?

An organization introduced 'chaos engineering' recently. They have now discovered that some of the disruptions orchestrated by the 'simian army' remain unnoticed until they affect the users. Which is an example of how the 'monitoring and event management' practice could improve the situation?

An organization has decided to design some of its new services as microservices. One of the reasons for doing so is to reduce the time to market. Which is the BEST contribution of the 'architecture management' practice to this situation?

How can managers BEST demonstrate the adoption of Lean culture?

How is the concept for ability of an IT service or other configuration item to perform its agreed function when required called?  

The application of digital technology for detecting or causing changes in physical devices through monitoring and/or control. What is this the definition of?

An organization wants to develop software quickly. What is the BEST way to assure security compliance controls in order to detect and prevent related incidents?  

The service desk team at a small university provides a walk-in service for its students from 8:00 to 17:00 during the week. The only other available channel is telephone support during the same hours. Students often complain that they have to wait for a long time, and that they need support after working hours. Which is the BEST approach to improve the students' service experience?

A newly released IT service has been impacted by downtime. Time to market is critical with this service and so the development team is pushing to continue releasing new features. A site reliability engineering (SRE) team has been assigned to the service. Which approach would an SRE team recommend to balance these two considerations?

Which is a purpose of the Software development and management?  

Which of the following is a Monitoring and event management practice success factor (PSF)?  

Users have many communication channels for support but complain that they do not receive timely updates and that sometimes their incidents and requests are lost. Users are often asked to provide the same information multiple times when contacting the service desk. Which is the BEST improvement approach?

Identify the missing words in the following sentence. [?] is performed in the earlier stages of the product and service lifecycle (ideation and design).  

The product owner in a software development department in a financial services organization, has recognized that senior managers have discrepancies about their needs for business units improvement. They also find it difficult to explain and clarify requirements. Which approach is BEST for obtaining requirements?  

Which of the following aspects could be addressed by the Information security management policies and plans? information classification intellectual property record management and retention personal data protection    

Which is an example of IT transformation?

A service provider has been delivering services based on one of their products for five years. The average duration of a contract with a service consumer is two years. What is this an example of?

A service provider tests the production environment with simulated scenarios. The 'infrastructure and platform management' practice is expected to ensure that there are no significant outages resulting from these tests. Which HVIT objective does this activity MOST contribute to?

An organization is undergoing a digital transformation, and is encouraging the adoption of new behaviour patterns. A better approach for IT service management is to loosen control so that people have more freedom to use their professional judgement in intrinsically unpredictable circumstances. Which model is MOST LIKELY to be affected by this attitude?  

Which is the BEST example of the '˜organizations and people' dimension in the context of high velocity IT?

Which is a purpose of the Infrastructure and platform management?  

Which term describes a system that is unpredictable, so that learning from experimentation is more appropriate than following rigid processes?

Which of the following is a Service continuity management practice success factor (PSF)?  

An organization has evidence that their plans to manage information security incidents are effective, thanks to successful invocations and implementations occurred the last six months. What would be the BEST approach to prevent security incidents?

A banking organization has moved the majority of its services online and is closing down its branch offices. What is this an example of?

When can it be useful to adopt a Parallel experimentation approach?  

A service provider is performing a review that considers how well people use information that is presented on a particular screen. Which high-velocity IT objective will this review support?

Identify the missing words in the following sentence. A [?] approach in which the most important work items are developed first, could be a better choice when the requirements and priorities are known, but it is not yet known how to develop the software and which resources are needed.  

In a small Service provider there are few senior managers focusing on productivity without recognizing the constraints coming from the lack of resources. Managers do not listen to complaints coming from team members about the wrong and insufficient resource allocation. Which TWO behaviours from safety culture would allow this manager to reduce stress and burnout? Encourage continual organizational learning Focus on inclusion and ignore toxic relationships Treat failures as improvement opportunities Paying attention to unfair treatment  

The IT Teams of an organization manage events affecting infrastructure and software components by taking action when thresholds are exceeded. Sometimes the first time the organization learns about a major incident is when a user contacts the service desk. Which is the BEST improvement action to take?

Which TWO of the service value chain activities are NOT related to the high-velocity IT objective of 'fast development'?  

A service provider has created new services to improve business processes. The services have the right functionality and meet all service levels expected by the customers. The sponsors have complained that the improvement in business process performance is not as much as they expect. What action should the service provider take next?

Which is a purpose of the Deployment management?  

An organization is planning to make improvements to a complex service, to improve performance and reliability. They have analysed the current situation, and they know what they want to achieve. What approach should they take for the 'how do we get there?' step of the improvement?

An organization is implementing new technology that will significantly improve how they interact with their customers. Which term BEST describes this situation?

A stock trading company uses artificial intelligence (AI) to analyse markets and suggest investment strategies. The IT staff work long hours under pressure to manage the algorithms required. An increasing number of errors are occurring and staff are disagreeing and blaming each other. What approach should be taken to improve the situation?

After completing an online training course, the employees of an organization are better equipped to utilize digital systems. Which high velocity IT objective is supported by this training?

A problem manager is notified that a patch is available for a serious defect in a third party software product that is used by the organization. After analysis they determine that the defect will not impact the organization as the defective version of the application has been retired and is no longer in use. What should the problem manager do next?

An organization wants to improve its continuous integration capabilities. In this context, what would the 'service validation and testing' practice recommend?

At what phase is undertaken a test that consider the end-to-end functionality of the system?  

An organization wants to understand the overall user experience of a new service. What would be the BEST way to collect data about their experience of the new service?

An accredited training organization, due to the COVID-19 pandemic, has moved the majority of its on premises courses to a virtual classroom course mode. What is this an example of?  

Which high-velocity IT objective applies to all of the service value chain activities?

An organization has a high number of IT changes and is focused on the speed of deployment. An issue about inappropriate human workload assignment has already been solved, but the team is still concerned about the velocity and performances for the next sprints. Which technique for fast development would MOST help to resolve this situation?

Which concept is concerned with creating prototypes to test hypotheses?

Identify the missing words in the following sentence. Approaches with [?] characteristics focus on delivering small iterations of products or services, in frequent increments, so that the approach can be adjusted in response to changes in the environment.

Which of the following is NOT a way to check a service continuity plan?  

An organization has experienced many security issues due to cyber attacks that target users. The management team has decided to train users to help them understand their role in managing this risk. Which type of control is this training an example of?

A service provider has engaged with a new service consumer who requires a mobile app to be developed so that they can exploit new markets. The service provider has appointed product owners to ensure that investments in new digital products are properly justified. How can the 'relationship management' practice help the product owners to achieve this objective?

An IT department has reduced its lead time for releasing application changes by using continuous integration/continuous delivery (CI/CD). However, there are still delays, particularly at the start of projects as developers wait for environments to be created. How can the 'deployment management' practice be utilized to minimize these delays?

An organization has experienced service interruption after large deployments and releases. It wants to reduce both the size of the deployments and the variation in the types of deployments. Which technique for fast development would achieve this?

Which of the following is a Service design practice success factor (PSF)?  

Which of the following is a Problem management practice success factor (PSF)?  

Which statement is CORRECT when considering a transformation to high velocity IT?

An organization wants to increase the percentage of visitors that perform certain actions when visiting its website, such as providing contact information and making purchases. Constant arguments regarding which features to change in support of this objective have led to wasted time and effort. Which approach can the organization use to both achieve its objective and reduce the arguments associated with making changes?

Which is a purpose of the Business analysis management?  

An accredited training organization has been delivering courses based on their training products for three years. The average duration of agreements with each of its consumers is one year. What is this an example of?  

Which of the following is an Architecture management practice success factor (PSF)?  

A commercial service provider organization uses multiple approaches to software development. Several of its largest customers have communicated their requirements and priorities and have suggested they might leave if those requirements are not met in the near future. In some cases, the requirements are unclear and conflicting. Which software development approach would BEST enable this organization to meet the needs of its largest customers?

A service provider has experienced a number of major outages of its cloud services. These are suspected to be the result of unpredicted and uneven usage of the service. How can the 'capacity and performance management' practice contribute to resolving the issue?

Which of the following is a Portfolio management practice success factor (PSF)?  

Which is a purpose of the Service validation and testing?  

An employee has some concerns at work but does not share this information with others because they fear that this would damage their reputation and position. What is PRIMARILY concerned with preventing this situation?

Which is a purpose of the Capacity and performance management?  

A service provider has recently adopted a high-velocity IT approach using agile software development. Difficulties occurred when trying to comprehend the real needs from customers, and the business analysts are challenging the situation due to several issues regarding deliveries. Which is the BEST action to take to address these issues?

The application of digital technology for significant business enablement, where time to market, time to customer, time to change, and speed in general are crucial.  What is this the definition of?

Identify the missing words in the following sentence. The communications should be [?]. A seamless user journey, in which is it possible to switch between channels without losing or corrupting information, facilitates a positive user experience.  

What is NOT included in Relationship management practice?  

Which TWO of the service value chain activities are the MOST closely related to the high-velocity IT objective of 'fast development'?

Which of the following is NOT an element of the Lean culture?

An organization has found that poor website speed is having an impact on customer experience and is causing the organization to lose sales. The organization has challenged the IT department to remedy the matter prior to the launch of a new marketing campaign. Which is the BEST technique that the capacity and performance management practice can consider to address this problem?

A system of principles that defines what is good for individuals and society. What is this the definition of?

An automotive company has been experiencing outages which have mainly been attributed to the age of its technology and to the fact that the last year although several changes had negative impact on the production environment, it was not possible to systematically detect outages within acceptable time. Which practice includes guidance to help remedy this type of technical debt?

Which statement is CORRECT when considering a transformation to high-velocity IT?  

An organization has identified a workaround for dealing with a recurring incident. Because this workaround involves a sequence of manual steps, the incident is still causing more impact than is acceptable. Which would the '˜problem management' practice MOST LIKELY recommend to minimize business disruption?

A financial organization is adopting a DevOps approach to the development and management of digital products. The organization is subject to strict regulation and undergoes external audits every year. Which practice would BEST help to support the HVIT objective of assured conformance?

A service provider spends a long time carefully planning and designing its new services with its customers and users. There is high customer and user satisfaction with the services when they are introduced. The satisfaction levels dramatically reduce for most services during the first year of live operation. Which is the BEST approach to improve this situation?

A systems thinking approach based on the recognition and understanding of the various levels of complexity inherent in the systems and the context in which they operate. What is this the definition of?

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

Which is a purpose of the Architecture management?  

Which high-velocity IT objective considers an organization's ability to continue providing business services when disruptive events affect its digital products?

An organization has recently experienced service outages. The organization has complained to their service provider that the outages were not resolved in a way which would have most benefited the organization. Which is an example of how the 'availability management' practice could contribute to preventing such a situation in the future?

A service provider plans to launch a number of mobile phone apps into a new but volatile market where speed to market and regular enhancements are essential to build competitive advantage. Focusing on valuable investments, what contribution is made by the 'software development and management' practice to achieving this advantage?

A service provider is developing an application for a new service consumer. During a prototyping session with potential users conflicting requirements were identified that could increase the cost of the application and threaten its viability. Which practice would BEST help to prioritize the conflicting requirements?

A service provider is developing an application for a new service consumer. During the check that all service components support the minimum viable product some defects were identified that could increase the cost of the application and threaten its viability. Which practice would BEST help to mitigate the situation?

Stock market, social insect and ant colonies, the biosphere, the brain and the immune system, bacteria, cities, manufacturing businesses, and any human social group based endeavour in a cultural and social system, such as political parties or communities are examples of [?].

An organization has adopted agile ways of working and is using continuous integration/continuous delivery. The organization's '˜business analysis' practice is modelled on waterfall ways of working. There is a linear flow from establishing customer requirements to verifying those requirements during build, test and deployment. How should the '˜business analysis' practice change to better align itself with the new ways of working?

Which is a purpose of the Problem management?  

An organization is updating its online banking app. The new app requires users to upload a copy of their driving license when they first register. After the app was released, there was negative feedback because many users do not have a driving license. Which type of testing should have discovered this issue?

An organization has adopted agile ways of working and is using continuous integration/continuous delivery. The organization's '˜business analysis' practice is modelled on waterfall ways of working. There is a linear flow from establishing customer requirements to verifying those requirements during build, test and deployment. Often problems related to the misunderstanding of customer requirements occur, and this is due to the difficulty of business analysts to really understand customers/end-users. How should the '˜business analysis' practice change to better align itself with the new ways of working?  

Which can be used to improve people's ability to imagine the potential consequences of their actions; particularly when facing a dilemma such as being asked to skip security procedures?

From the perspective of a service provider, how does the digital product lifecycle start?

Which is a purpose of the Risk management practice?  

A service provider has recently adopted a high-velocity IT approach using agile software development. The time taken to deliver new functionality has decreased rapidly, however the related services have experienced a sharp increase in interruptions caused by incidents. Which is the BEST action to take to address these issues?

Which is an example of a digital organization?

Which TWO are characteristics of the service value system within a digital operating model? There are dedicated value streams for each product High performance value co-creation is a part of the culture The service consumer owns the service provider resources A narrow band of visibility is part of the service's design

A large service providing organization is trying to apply a new Lean culture, what practitioners should MOST aspire between the following behaviours? Gather facts systematically and challenge hypotheses. Apply '˜pre-Scrum' techniques such as parallel/independent experimentation Apply constructs such as case management and timeboxing Focus mindfully on the topic at hand  

Which term BEST describes beneficial investments in digital technology, when the value of those investments is realized within tight deadlines?

A team has been established to find ways to release software more frequently and reliably. The team is exploring the relationship between continuous integration/continuous delivery (CI/CD), and the organization's '˜deployment management' practice. In the context of continuous delivery, which would be involved in the '˜deployment management' practice?

The effectiveness of the architecture can be expressed in some characteristics, which of the following is NOT one of these?  

How is the concept 'A sudden unplanned event that causes great damage or serious loss to an organization' called?  

Which is a purpose of the Service continuity management?  

An organization wants to develop software quickly. What is the BEST way to incorporate security requirements into the development efforts?

A service provider adopted a high-velocity IT approach to developing some of its services six months ago. Updates are now deployed regularly and successfully. However, there is evidence that the number of service failures is increasing. The development teams have suggested revising the '˜definition of done' to resolve the issues. How can the availability management practice contribute to improving the '˜definition of done'?

Some team members have concerns about the inappropriate application of controls on tasks, more prone to error because of this situation. What is PRIMARILY concerned with preventing this situation?    

When reviewing a recent project, the project manager asked questions about what outcomes were wanted, and how these were prioritized compared to other alternatives. Which high-velocity IT objective were they assessing?

An organization has introduced Continuous Integration/Continuous Delivery (CI/CD) to continuously enhance their software with new and better features and bug fixes. Pressure to quickly release these changes often leaves little time for testing activities. What do the Deployment management practice MOST recommend when changes or deployments that cause the continuous testing to fail, trigger the team's Andon cord?

An organization is undergoing a digital transformation, and is encouraging the adoption of new behaviour patterns. An investigation has revealed that some team members avoid experimentation and prefer to search or wait for a single correct solution. Which TWO key behaviour patterns are MOST LIKELY to be affected by this attitude? Accept ambiguity and uncertainty Commit to continual learning Help get customers' jobs done Trust and be trusted

What exercise type is that Recovery team members are given information in a way that simulates a real incident and are invited to respond?  

Which statement about safety culture is CORRECT?

A financial organization adopted a DevOps approach to the development and management of digital products. The organization is subject to strict regulation and undergoes external audits every year. It is currently difficult to make decisions based on the long-term needs of the organization, even if the Risk management practice has reached a sufficient maturity level. What should be done in order to support the Risk management practice in order to ensure the HVIT objective of assured conformance?

Identify the missing words in the following sentence. The [?] is the discipline of experimenting on a system in order to build confidence in the system's capability to withstand turbulent conditions in production.

A team has been established to find ways to release software more frequently and reliably. The team is exploring the relationship between continuous integration/continuous delivery (CI/CD), and the organization's '˜deployment management' practice. In the context of continuous delivery, using version-controlled repositories to deploy new or changed service components is to be involved in the Deployment management practice in order to improve the software development lifecycle. What else version control would support and benefit?

Which is an example of how the 'information security management' practice contributes to achieving assured conformance?

Which is a purpose of the Monitoring and event management?  

An organization is experiencing significant cultural change as a result of introducing Agile and DevOps practices. How can managers use Toyota Kata to help employees adjust to these different ways of working?

Identify the missing words in the following sentence. From a practical point of view, [?] is about seeing the results of our actions in a larger context

An organization wants to introduce chaos engineering. Various experiments will be conducted in the production environment to see how it responds. Which is an example of an extra service continuity management measure to support this way of working?

An organization has well-documented service continuity plans, which include manual actions to move some service provision to a secondary site. During a recent fire in the organization's primary site, the manual actions were not performed. Which action could the 'service continuity management' practice have recommended to prevent this situation?

A retail organization is in the process of creating and delivering many new and changed products and services. A service to create a new website has a tight deadline, while the live 'point of sale' service has product backlogs relating to new features which would help to retain customers. Which practice would help the organization to understand the order these changes should be implemented?

Identify the missing words in the following sentence. Two examples of approaches with resilient characteristics are site reliability engineering (SRE) and [?].

An organization has invested heavily in automation so they can significantly increase the speed of the processing and shipment of customer orders. What is this an example of?