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| Section | Weight | Objectives |
|---|---|---|
| Enabling Fast Development | 15% | - Agile, DevOps, and continuous integration/delivery practices - Automation, cloud-native practices, and rapid deployment |
| Enabling Valuable Investments | 15% | - Prioritization and value assessment practices - Strategic alignment, portfolio management, business case development |
| Enabling Assured Conformance | 7% | - Information security management, risk management, compliance |
| Enabling Co-Created Value | 8% | - Relationship management, service design, service desk practices |
| Guiding Principles and Foundational Concepts for Velocity | 20% | - Ethics, safety culture, lean culture, Toyota Kata - Lean, agile, resilient, and continuous principles - Service-dominant logic, design thinking, complexity thinking |
| Enabling Resilient Operations | 10% | - Problem management, service continuity, infrastructure and platform management - Capacity and performance management, monitoring and event management |
| High-Velocity IT Concepts and Digital Enterprise | 25% | - Core terms: High-velocity IT, digital organization, digital transformation, digital technology - Alignment with four dimensions of service management, ITIL Service Value System, service value chain, and digital product lifecycle - Objectives of digital products: valuable investments, fast development, resilient operations, co-created value, assured conformance |
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NEW QUESTION # 40
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: D
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 # 41
An organization is considering its options for mitigating service continuity risks in an effort to ensure resilient operations. It has determined alternative sites that are suitable for use to resume normal operations in the event of a natural disaster, established data backup capabilities and identified manual ways of working.
Which would be the BEST option this organization could consider to complete its overall risk mitigation?
Answer: A
Explanation:
To complete its overall risk mitigation, the organization should ensure the plan is tested. Testing validates that backup sites, data recovery, and manual processes actually work in practice, ensuring resilience during a real disaster.
NEW QUESTION # 42
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?
Answer: B
NEW QUESTION # 43
Which concept would MOST help to ensure that information needed to identify problems is available?
Answer: B
Explanation:
Safety culture most helps ensure that information needed to identify problems is available, because it promotes openness, transparency, and the reporting of issues without fear of blame, enabling better problem identification and resolution.
NEW QUESTION # 44
An organization's executive management team is trying to build a Lean culture. The line managers in this organization have historically focused on ensuring that employees meet performance quotas and that the employees follow documented procedures. The executive management team is working with line managers to reinforce new ways of thinking, acting, and supporting employees. To do this, they are modelling new behaviours.
Which TWO behaviours of the line managers BEST align with Lean culture?
1. Talking directly to employees to understand how work is actually
done
2. Asking team leaders to define new procedures that ensure goals will
be met
3. Asking team leaders what help employees need and offering that help
4. Using coaching techniques to encourage and incentivize employees
Answer: D
Explanation:
In a Lean culture, line managers should talk directly to employees to understand how work is actually done (1) and use coaching techniques to encourage and support employees (4). These behaviors promote respect, continuous improvement, and empowerment, which are central to Lean principles.
NEW QUESTION # 45
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