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

An organization is working with its partners to develop a proof of concept for a new service. The proof of concept will enable the organization to collect fast feedback from the customer and to verify the customer's requirements. Which concept is being applied?

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. "

An organization provides an online portal that its employees can use to learn about and request standard services. Which practice would ensure that users can easily find information on the portal and that the information is kept up-to-date?

Answer :
  • Service catalogue management

Explanation :

The ‘service catalogue management’ practice states that "To enable and contribute effectively to the offering of user services (including user awareness of new services available and the associated service requests), the user-facing service catalogue should: - be structured in a logical way, reflecting users’ needs and patterns of activity - be presented in language that is clear and familiar to the users... "

A service provider is launching a new service to a very large number of users. The majority of users are familiar with social media and online support. Which is the BEST solution for providing user support in this case?

Answer :
  • Provide a range of self-service options as the preferred method with the service desk phone support as back-up

Explanation :

Given that there is a large number of users most of whom are familiar with online methods, self-service is the best option. Phone support is ideal for providing support for users or issues that cannot be resolved by self-service. "Users expect corporate and personal services to provide an experience they are used to and that is based on their daily use of smartphones, personal computers, wearable devices, and commonly used applications. To satisfy this demand, service providers use or emulate familiar interfaces to deliver and support their services. "

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

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.

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

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."

An organization has established a continual improvement register and a simple process for collecting employee feedback. Over time, the organization has found that its employees have become hesitant to suggest improvements. Which is MOST LIKELY the reason for the employees’ hesitation?

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.

An organization wants to create a consolidated set of requirements from its stakeholders for a new tool. The organization is in the process of rating and prioritizing each requirement to determine the importance of each one. Which concept or approach would BEST assist the organization in making these decisions?

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. "

A coffee shop runs a marketing campaign that promises that any takeaway coffee is served in 3 minutes. One of the metrics in the SLA between the coffee shop and a service provider of a card payment system is "percentage of payments processed in less than 20 seconds”. Which method has been used to define a suitable performance level from the card payment service?

Answer :
  • Service actions

Explanation :

Serving coffee is a service action. Processing card payment is relevant to an IT service. The 'service actions' method helps to describe and evaluate services based on the performance of key service actions performed by the users and the service provider during service consumption. Customer's requirements can be transformed into performance metrics for respective IT services and used by the service provider and service consumer to manage and measure the service level.

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?

Answer :
  • Use the capabilities of the 'portfolio management' practice to prioritize the initiatives in line with the organization's objectives

Explanation :

The organization has teams with different perspectives and with initiatives which contribute to the organization's strategic objectives in different ways. "Strategic alignment is crucial for investment prioritization ". "The portfolio management practice ensures that all internal and external stakeholder perspectives are included and prioritized. The most important initiatives are given adequate resources before additional initiatives are addressed. "

An organization is undergoing a digital transformation and is conducting a strategic analysis of its customers’ needs. The organization uses agile methods to manage its digital products and a more traditional waterfall approach to manage its legacy systems. The organization is also considering introducing new products and services. Which is the BEST way for this organization to undertake this analysis?

Answer :
  • Develop models that help analysts perform tasks that are appropriate for a given context

Explanation :

Models consider the context of business analysis tasks. “It is important that the organization takes a consistent approach to business analysis… however, this does not mean that all business analysis tasks are processed in the same way. An approach might include several models to follow in different contexts such as: new products and services, changing needs, products managed in an agile way or with a legacy, monolithic methods, and so on.”