ITIL® 4 Strategist: Direct, Plan, and Improve Quiz Questions and Answers

Which concept enables organizations to coordinate and combine activities from multiple suppliers in a value stream?

Answer :
  • Service integration and management

Which is an example of swarming?

Answer :
  • A group of developers convene to decide who is best to resolve a specific coding problem

What form of organizational structure arranges resources based on control, lines of authority or technical domain?

Answer :
  • Functional structure

Which approach enables a greater proportion of incidents to be resolved by frontline staff, rather than by second-line staff?

Answer :
  • Shift-left

Which is a characteristic of CI/CD?

Answer :
  • Frequent changes of code for the production environment

How does 'design thinking' recommend that initial user requirements for a new service should be established?

Answer :
  • By watching users as they carry out their normal work

Which is part of applying the 'shift-left' approach?

Answer :
  • Merging highly interdependent tasks

Which is an example of how the 'problem management' practice contributes to a value stream for user support?

Answer :
  • Analysing the details of closed incidents after a major release to understand the symptoms

Which focuses on listening to and acknowledging customers and their needs?

Answer :
  • Positive communications

Which will help create a good team culture?

Answer :
  • Ensuring team members understand their roles and how they fit with the organization's objectives