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ITIL® 4 Specialist Create, Deliver and Support Quiz Questions and Answers

Answer :
  • Using the response and fix times from the organization's hardware vendor to drive incident resolutions times for customers

Explanation :

This is not an example of an 'outside in' approach, as the organization is using a supplier-orientated method to determine customer-related goals. In this option the organization is viewing requirements from the perspective of their own technical and functional structures and working according to their capability. To be really effective however, it is vital to start with the customer journey and business objective and then work backwards to reflect how to deliver as per business objectives and requirements. "It is highly desirable to maintain an outside-in tone or language when documenting the value stream, for example, by... framing outcomes and value from the customer or user's point of view."
Answer :
  • Shift-left

Explanation :

Involving partners and suppliers in a shift-left model for delivering new services means engaging with them throughout the process. The partner can gain an understanding of the limitations and capabilities of the partner's offering at the requirements-gathering phase. Partners and suppliers can also contribute to the development of a test plan and a proof of concept. "Shift-left involves moving work closer to its source... Shift-left is an integrated approach to improving the flow, efficiency, and effectiveness of work. It is used to move the delivery of work toward the optimum team or person with the aim of improving lead times, resolution times, customer satisfaction, and efficiency."
Answer :
  • Shift-left

Explanation :

Shift-left is an integrated approach to improving the flow, efficiency, and effectiveness of work. It is used to move the delivery of work toward the optimum team or person with the aim of improving lead times, resolution times, customer satisfaction, and efficiency. In development environments, this means moving bug-fixing activities to the frontline of build and test teams earlier in the lifecycle. In support environments, repair or problem-solving activities can be moved from the higher-level technical teams to generalist frontline teams.
Answer :
  • Positive communications

Explanation :

Positive communication requires "a recognition of the intellectual and emotional needs of the people engaging in the communication. Service management, sales, and customer support roles depend upon building positive relationships which include trust, empathy, proximity, and shared goals. Service management professionals require the ability to manage relationships with colleagues and team members to achieve business goals. They also need to be able to build and maintain effective and positive relationships with customers."
Answer :
  • A lack of transparency into how ideas are reviewed and acted upon

Explanation :

Not knowing how suggestions are being handled is likely to make employees hesitant to make additional suggestions. “Clarifying the following will also contribute to the success of a continual improvement initiative: …What happens to improvement ideas after they have been raised (are they reviewed and actioned)?” “In order to build trust, everyone needs to follow through on their promises. All ideas should be visibly reviewed, responses given within agreed timeframes, and the participants thanked and rewarded.”
Answer :
  • Service integration and management

Explanation :

Service integration and management (SIAM) refers to a concept for outsourced services where the end-to-end ownership and coordination of various suppliers is managed by a single entity. "Service integration and management refers to an approach whereby organizations manage and integrate multiple suppliers in a value stream. This is a new challenge for outsourced services and suppliers, where previously the end-to-end ownership and coordination of various third-party suppliers were managed by a single entity."
Answer :
  • MoSCoW

Explanation :

MoSCoW is a prioritization technique used in management, business analysis, project management, and software development to reach a common understanding with stakeholders on the importance they place on the delivery of each requirement. "The MoSCoW method is a simple prioritization technique for managing requirements. It relies on cooperation, and often negotiation, between all relevant stakeholders. As a result, it allows stakeholders to explicitly agree on priorities."
Answer :
  • By creating a shared understanding of how data is created and used by the organization

Explanation :

An information model provides a shared understanding an organization's information, terminology, systems and structure. "The value of such a model is multi-faceted, it can be a key enablement tool for transforming processes and practices, for integrating technologies, for gaining an accurate overview of strengths and weaknesses in the service framework, and for driving informed decisions at multiple levels of the organizational hierarchy.
Answer :
  • Ensuring team members understand their roles and how they fit with the organization's objectives

Explanation :

The team culture cannot be forced upon individuals. Instead, individuals must be responsible for their own roles within the team culture. The most important task of any leader, therefore, is to clearly communicate the vision and how it will be achieved by the team. Team members need to understand how their contributions fit into the bigger picture, providing them with a sense of purpose and of belonging.
Answer :
  • Extend the scope of the value stream to include the steps needed to make the service available to users

Explanation :

The value stream, in the current state, ends before the services are delivered to the customer and does not take into account any delays between the applications being ready for deployment and the services being available for use. It could be these delays which are causing customer dissatisfaction. "A value stream ends in the creation or restoration of value through functioning products or services."