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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Plan and build service value streams | 25% | - Resource and capability management
|
| Topic 2: Support and improve services | 25% | - Service support and incident management
|
| Topic 3: Deliver and transition services | 25% | - Service delivery and operational practices
|
| Topic 4: Create and develop services | 25% | - Quality assurance and validation
|
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NEW QUESTION # 82
Which is an example of a divisional organizational structure?
Answer: C
NEW QUESTION # 83
A cross-functional team is designing a value stream to support the development of a new financial service. Some members of the team are suggesting that multiple value streams are needed. Which factor would MOST LIKELY influence the need for multiple value streams?
Answer: D
NEW QUESTION # 84
A service provider works with a diverse group of customers, including corporate, private, and partner organizations. The service provider's service desk supports users from all customer organizations. However, different users prefer different communication channels. In response to their preferences, the service provider implemented email, chat, phone, and website contact form for the users to contact the service desk. The service desk team is increasingly struggling to monitor all channels and respond timely. Some user queries are not noticed early enough, and the users are complaining. What should the service provider do to improve the situation?
Answer: A
NEW QUESTION # 85
Which TWO ITIL 4 guiding principles should be applied to bridge deep-rooted cultural norms, diverse communication styles, and siloed mindsets within a distributed service value stream team? (Select TWO)
Answer: C,E
Explanation:
"collaborate and promote visibility" breaks down cultural barriers by encouraging shared understanding, transparent workflows, and joint problem-solving sessions. This principle fosters an environment where diverse team members can see how their contributions fit into the bigger picture, reducing misinterpretation and building trust.
"think and work holistically" ensures teams recognize interdependencies across technology, processes, and people. By adopting a holistic mindset, team members appreciate how cultural nuances influence each stage of the service value stream, leading to more empathetic communication and aligned decision-making.
NEW QUESTION # 86
An organization wants to encourage its employees to suggest improvements to its practices.
However, employees are reluctant to suggest improvements because their suggestions have been ignored in the past. The employees do not trust their managers to be open and transparent.
Which concept should be applied to overcome this challenge?
Answer: B
NEW QUESTION # 87
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