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| Section | Objectives |
|---|---|
| Topic 1: Understand the importance of the ITIL guiding principles in a high-velocity IT environment | - Applying ITIL guiding principles
|
| Topic 2: Understand the digital product lifecycle in terms of the ITIL operating model | - Digital product lifecycle and value streams
|
| Topic 3: Understand concepts regarding the high-velocity nature of digital enterprises | - Understand the concepts of high-velocity IT
|
| Topic 4: Understand how ITIL practices contribute to high-velocity IT | - Key ITIL practices for high-velocity environments
|
| Topic 5: Understand how to contribute to achieving value with digital products | - Value creation in high-velocity IT
|
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NEW QUESTION # 83
A sales team is thinking of implementing a new customer relationship management (CRM) service to increase revenue and improve the customer experience. The sales manager has asked the provider of the CRM service to describe how the service will support the team's goals.
Which are the TWO BEST examples the service provider can present as evidence that value had been realized?
The sales team will be able to:
1. Use data analytics to sell more products to its customers
2. Send customers quick and personalized responses to enquiries
3. Receive training on the basic features of the service
4. Provide more frequent reports to the sales manager
Answer: D
Explanation:
Value realization is shown when the CRM directly supports business goals. Using data analytics to sell more products (1) increases revenue, and sending quick, personalized responses to enquiries (2) improves customer experience. These directly demonstrate value creation for the sales team.
NEW QUESTION # 84
A support team performs its incident diagnosis and resolution activities within a persistent group messaging platform, where automation tools also post information and execute commands.
Which practice is being used?
Answer: B
Explanation:
ChatOps brings people, tools, processes, and automation together in a shared conversational platform. Because actions and their results are recorded in a common channel, situational awareness improves, knowledge is shared automatically, and an auditable record of activity is created as a by-product of normal work.
NEW QUESTION # 85
Which statement is CORRECT when considering a transformation to high velocity IT?
Answer: A
Explanation:
A transformation to high-velocity IT focuses on increasing speed, responsiveness, and flow, but it must still maintain appropriate levels of quality, reliability, and control. If quality is compromised, the organization risks increased failures, rework, and customer dissatisfaction, which undermines the benefits of higher velocity.
NEW QUESTION # 86
In the context of high-velocity IT, which statement about the 'four dimensions of service management' is CORRECT?
Answer: B
Explanation:
In high-velocity IT, using automated tools directly supports the need to deliver digital products quickly and reliably, aligning with the four dimensions of service management (organizations/people, information/technology, partners/suppliers, and value streams/processes).
NEW QUESTION # 87
An organization is going through a digital transformation. With the increased importance of digital services, the organization needs to ensure a balance between time to market and high reliability.
How does the 'architecture management' practice support this?
Answer: D
Explanation:
The architecture management practice would recommend iteratively moving application functionality to microservices, as this reduces tight coupling, increases flexibility, and allows more frequent and safer changes to the system.
NEW QUESTION # 88
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