Q12. From the perspective of a service provider how does the digital product lifecycle start?

Q13. Which value chain activity ensures that products deliver stakeholder expectations for quality?

Q14. An organization is undergoing a 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?

Q15. The CIO of a large multi-national organization has noticed that the whole IT department are performing poorly. The CIO is committed to changing the behaviour patterns of their staff to improve performance across the whole IT department.
Which of the following will BEST help to improve staff behaviour?

Q16. Which is a method for value-driven, data-driven and user-centered service design?

Q17. A service provider is in a partnership relationship with a service consumer. The services provided are complex with new functionality and improvements constantly being developed using agile methods.
Which is the BEST approach for validating service value?

Q18. Which is a purpose of the customer journey?

Q19. Which describes the value driven approach to service design?

Q20. An organization supports the users of its services using a tiered structure. There are many specialists in the second- and third-line resolution teams who have worked for the organization for a long time. The organization is in the process of deploying many changes to services. This is likely to result in a large number of complex incidents. In addition, there are long backlogs of work for the second and third-line resolution teams to complete.
Which is the BEST approach or technique to resolve this situation?

Q21. A software development team makes many hundreds of small changes every week.
Who can BEST make the decision of whether to accept each change?

Q22. A legacy financial system requires the user to manually enter the time and date of the transaction to meet regulatory requirements. A recent internal audit has shown that these fields are often blank.
Which are effective controls that could improve compliance?
1. Modify the application to automatically add the current time and date when transaction is entered
2. Establish a communication plan to remind users of the importance of time and date on transactions
3. Develop a goals cascade so all staff know their role in achieving company goals
4. Create a report showing non-compliant records and take action to correct

Q23. An organization’s lead times and the flow of tasks across value streams are being impacted because tasks often sit waiting in queues.
Which technique can be used to overcome this challenge?

Q24. A web hosting provider has decided to apply more of a ‘shift left’ approach to service support. The provider knows that users like video tutorials as well as communicating via instant messaging and social networks.
What should the service provider use to expand how users access support and improve the user experience?

Q25. Which concept is PRIMARILY concerned with multiple teams moving to a cross-functional way of working?

Q26. An organization is designing a survey to assess the needs and expectations of its staff.
What is this an example of?

Q27. Which are elements of the service value system?