Q18. Which concept would MOST help to ensure that information needed to identify problems is available?

Q19. Which value chain activity communicates the current status of all four dimensions of service management?

Q20. In the context of Toyota Kata, what is the BEST way to answer the question ‘ How do we get there? ‘ ?

Q21. A service provider is launching a new service. The target market is users who have limited experience of using the internet and are unlikely to use social media.
Which is the BEST method of providing user support?

Q22. A service consumer has asked a commercial service provider to develop a new document storage service. The service consumer has a limited budget and the employees that will use the service have a long list of requirements. Which is the BEST approach for collecting the requirements?

Q23. An organization wants to provide its employees with a limited set of self-services via an online portal.
A requirement is that when employees log into the portal, they see only those services that are applicable to their status in the organization and that they have the authority to access. The organization also wants to provide employees with the ability to adjust the layout of the portal.
Which service provisioning approach should this organization use?

Q24. A financial services organization wants to adopt continuous delivery, but regulators require evidence that high- risk changes receive additional scrutiny before release.
Which is the BEST way to support both rapid delivery and regulatory expectations?

Q25. Which is intended to help an organization adopt and adapt ITIL guidance?

Q26. Which is a valid description of the priorities when using agile development methods?

Q27. What provides value to the organization by ensuring that there is end-to-end management over the organization’s suppliers through a single entity?

Q28. From the perspective of the service provider, which statement about the digital product lifecycle is CORRECT?

Q29. In service relationships, what is a benefit of identifying consumer roles?

Q30. Which statement about high-velocity IT is CORRECT?

Q31. A customer usually has good control of a service provider in terms of achieving service levels, but often struggles to assess service value Which level of service relationship maturity does this situation describe?

Q32. Which statement about the end-to-end customer journey is CORRECT?

Q33. An online retail provider wants to detect service degradation before customers begin complaining. The organization wants automated alerts based on response time, transaction failure rates, and unusual traffic patterns.
Which practice would MOST directly support this need?

Q34. Which activity describes user-centered service design?

Q35. An organization with limited resources has a sales team that would like a new service to make it easier to manage customer information. There is also a finance team that wants to consolidate the organization’s services to improve efficiency. One of the business units wants to introduce a new product line. Which is the BEST way for the organization to manage this situation?

Q36. Which is often a feature of a service value system for a digitally enabled organization?

Q37. An internal IT service provider does not have all the skills needed to create and deliver a new service, but could develop them with enough time. There are many external service providers who can provide this service. Which approach should the organization follow to decide if they should use the internal service provider or to source the service externally?

Q38. An investment bank has outsourced its customer care helpline. It is keen to introduce experience metrics into its Service Level Agreements (SLAs) with the service provider for the helpline. It has asked for a re-negotiation of the existing SLA.
Which is the BEST example of an experience metric that can be included in the SLA?

Q39. An IT department is working with the organization’s marketing team to introduce a new set of analysis tools. Having read articles in the media about these tools, the marketing team has high hopes. Because the tools are being introduced using a phased implementation approach, the representatives of the two teams are struggling to agree on service level targets. How can the collaborate and promote visibility’ guiding principle be applied to this situation?

Q40. A service consumer has asked a commercial service provider to develop a new document storage service. The service consumer has a limited budget and the employees that will use the service have a long list of requirements.
Which is the BEST approach for collecting the requirements?

Q41. An IT department in a large enterprise has been managing a service that is core to the enterprise’s strategy and objectives. Recently, the quality of a service has been falling. Investigations have revealed that the service team works on resolving incidents, requests and problems, and also development, testing, and releasing new functionality. Due to the mixed workload, the team are unable to complete many tasks to the level of quality required.
Which approach would MOST LIKELY help in this situation?