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| Section | Objectives |
|---|---|
| Value Streams and Service Delivery | - Workflow optimization
|
| Team Collaboration and Shift-Left Approach | - Shift-left principles
|
| Service Performance and Measurement | - Continual improvement
|
| Organizational Structure and Service Value System | - Service value chain integration
|
| ITSM Practices in Create, Deliver and Support | - Change Enablement
|
What is the goal of the `shift-left' approach?
Correct Answer: A 🗳️
A service provider is struggling to ensure timely incident resolution. The reports show that the majority of incidents that can be resolved without implementing a change are resolved on time.
However, if an incident resolution requires a change, it is almost never implemented within the agreed incident resolution time. What is the BEST approach for the service provider to improve the situation?
Correct Answer: D 🗳️
A user has logged an incident saying that transactions via the company website are very slow.
The service desk team does not have the skills needed to investigate this. There are many different teams that this could be escalated to, including a web server team, an application team, an infrastructure team, and a performance management team.
Which is the BEST approach for the service desk to use for escalating this incident?
Correct Answer: B 🗳️
A software development company wants to improve its service delivery by implementing a value stream for a new service creation. The company aims to balance speed and quality of service delivery. How should the company structure its value stream to meet this objective?
Correct Answer: D 🗳️
A service provider involves suppliers to resolve incidents related to third-party software.
Resolution of such incidents typically takes longer because of the time required to contact a supplier and other delays. The service provider needs to involve the supplier every time a similar incident occurs again. The incident manager wants to reduce the costs and improve the timeliness of incident resolution. What is the BEST way for the incident manager to achieve this?
Correct Answer: A 🗳️
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