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NEW QUESTION 28
In service relationships what is a benefit of identifying consumer roles?
- A. It removes constraints from the customer
- B. It enables a common definition of value
- C. It enables effective stakeholder management
- D. It provides shared service expectations
Answer: C
NEW QUESTION 29
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
- A. Keep it simple and practical
- B. Progress iteratively with feedback
- C. Focus on value
- D. Start where you are
Answer: D
NEW QUESTION 30
An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently.
What is the FIRST step the organization should take to start to improve the situation?
- A. Encourage teams to collaborate so they can focus on value for users
- B. Improve the integration of tools to ensure there are no gaps between processes
- C. Use value stream mapping to help understand the end-to-end flow of user support
- D. Review skills and competencies of user support staff to ensure they have the required capability
Answer: C
NEW QUESTION 31
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
- A. 1 and 4
- B. 1 and 2
- C. 2 and 3
- D. 3 and 4
Answer: D
NEW QUESTION 32
An organization is attempting to improve the design, development and transition of new services. It recognizes that some ways of working are not focused on creating value.
Which is an example of a working practice that the organization should STOP?
- A. Designing systems with the continual involvement of customers to ensure that any changes in requirements are understood as early as possible
- B. Defining the features and functionality of services by relying on the developers' previous experience of designing similar systems for customers
- C. Involving customers and users in testing activities to understand whether the service meets the customers' and users' expectations
- D. Involving users, customers and other stakeholders when communicating desired outcomes in the form of user stones
Answer: B
NEW QUESTION 33
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