IT Certification Exam Questions & Answers

Q15. A service provider is in a partnership relationship with a service consumer. The services provided are complex with new functionality and improvements constantly being developed using agile methods.
Which is the BEST approach for validating service value?

Q16. Which statement is CORRECT when considering a transformation to high velocity IT?

Q17. Which describes the value driven approach to service design?

Q18. Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

Q19. From the perspective of a service provider how does the digital product lifecycle start?

Q20. A company has begun a new global line of business that has changed how IT supports the new systems. Recognizing the urgent need for two-way communication on the required changes, IT managers are trying to find better ways to obtain feedback than a standing agenda at staff meetings.
Which describes the BEST approach for establishing effective feedback channels?

Q21. In an organization, a service desk team employs experienced staff who have worked there for many years and have good relationships with support teams. The organization has a good improvement culture, and staff are encouraged to use their experience and identify improvements. They are developing a new policy for handling incidents.
Which is the BEST approach for this new policy?

Q22. In service relationships what is a benefit of identifying consumer roles?

Q23. The CIO of a large multi-national organization has noticed that the whole IT department are performing poorly. The CIO is committed to changing the behaviour patterns of their staff to improve performance across the whole IT department.
Which of the following will BEST help to improve staff behaviour?

Q24. Which concept is PRIMARILY concerned with multiple teams moving to a cross-functional way of working?

Q25. An organization is undergoing a significant cultural change as a result of introducing Agile and DevOps practices.
How can managers use Toyota Kata to help employees adjust to these different ways of working?

Q26. An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently.
What is the FIRST step the organization should take to start to improve the situation?

Q27. A web hosting provider has decided to apply more of a ‘shift left’ approach to service support. The provider knows that users like video tutorials as well as communicating via instant messaging and social networks.
What should the service provider use to expand how users access support and improve the user experience?

Q28. An organization is implementing new technology that will significantly improve how they interact with their customers.
Which term BEST describes this situation?

Q29. An organization’s lead times and the flow of tasks across value streams are being impacted because tasks often sit waiting in queues.
Which technique can be used to overcome this challenge?

Q30. An organization supports the users of its services using a tiered structure. There are many specialists in the second- and third-line resolution teams who have worked for the organization for a long time. The organization is in the process of deploying many changes to services. This is likely to result in a large number of complex incidents. In addition, there are long backlogs of work for the second and third-line resolution teams to complete.
Which is the BEST approach or technique to resolve this situation?