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| Section | Objectives |
|---|---|
| High-Velocity IT Techniques and Practices | - Architecture and design - Automation - Security and risk management - Cloud computing - Testing and validation |
| Guiding Principles for High-Velocity IT | - Continuous improvement - Application of ITIL guiding principles - Agile methods - Lean practices - DevOps culture |
| Digital Product Lifecycle | - ITIL operating model - Digital product lifecycle - Value streams - Service value creation |
| Understand High-Velocity IT Concepts | - Digital products - Digital organization - Digital technology - IT transformation - Digital transformation - High-velocity IT |
| Contribute to Value with Digital Products | - Fast development - Co-created value - Assured conformance - Resilient operations - Valuable investments |
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NEW QUESTION # 83
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?
Answer: D
Explanation:
Improving service experience in this situation requires reducing wait times and extending accessibility beyond working hours. Providing and encouraging self-service enables students to resolve common issues independently at any time, improving availability, reducing queue pressure on the service desk, and enhancing overall user experience without being constrained by service desk operating hours.
NEW QUESTION # 84
An organization deliberately injects failures into its production environment to discover weaknesses before they cause unplanned outages.
Which objective is MOST supported by this practice?
Answer: C
Explanation:
Chaos engineering is the discipline of experimenting on a system to build confidence in its ability to withstand turbulent conditions. By exposing hidden weaknesses under controlled circumstances, it strengthens the availability, continuity, and recoverability characteristics that define resilient operations.
NEW QUESTION # 85
An organization introduced 'chaos engineering' recently. The organization has 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?
Answer: A
Explanation:
The monitoring and event management practice ensures that services are continuously observed and that significant events are detected and acted upon in a timely manner. In the context of chaos engineering, creating notifications for induced outages ensures that disruptions introduced during experiments are immediately identified, preventing them from remaining unnoticed until they impact users and enabling faster detection and response.
NEW QUESTION # 86
An organization has integrated security requirements, controls, and automated security testing directly into the work of its development and operations teams, rather than treating security as a separate gate at the end.
Which approach does this describe?
Answer: C
Explanation:
DevSecOps extends DevOps by making security a shared responsibility across the entire value stream. Embedding automated security checks and expertise into everyday work means that conformance is assured continuously without introducing the delays associated with late-stage security reviews.
NEW QUESTION # 87
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 property justified.
How can the 'relationship management' practice help the product owners to achieve this objective?
Answer: A
Explanation:
The relationship management practice focuses on establishing and maintaining strong connections with stakeholders to ensure mutual understanding of needs, expectations, and priorities. By identifying and actively involving service consumer stakeholders, product owners can better understand business priorities for the mobile app, ensuring investments are properly justified and aligned with what delivers the most value to the consumer.
NEW QUESTION # 88
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