An organization often experiences difficulties in production during the first few weeks of major application launches. This causes a decrease in the value delivered to customers because the services often have reduced availability and poor support during this period. The organization has decided to create teams of developers and operational staff to help improve the launches. This should also reduce the chance of any early decreases in performance. Which practice includes this activity?

An organization wants to introduce a new service. There are many teams that will contribute to the design, development and transition of the service. Which approach should the organization follow when creating a value stream for this new service?

What term best describes a service that is ‘fit for purpose’?

You have been asked to create a standard process for approving new accounts on your corporate network. You have been working on this process for about 2 weeks because you are trying to create rules to handle every possible exception to the process. Frustrated, you ask your coworker, Nancy, how she would approach the problem. She states, “Well, I would create a process for the most common three types of account creation which account for 99% of all requests made. Then, create a blanket rule at the end of the process that says, ‘If the account doesn’t belong to one of the above three categories, elevate the request to your supervisor’. This will allow the supervisors to handle the exception, which only accounts for 1% of all account requests, and you can create that process in just a few hours.” What guiding principle is Nancy recommending you to follow with her approach to solving this problem?

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

When verifying that an incident has been resolved, which is an example of value as perceived by a user?

What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?

A service desk prioritizes incidents based on their business impact. Which prioritization method is this an example of?

An organization wants to ensure that its vendors fulfil the responsibilities defined in their contracts as they deliver, stage and install IT equipment in a new building. This includes ensuring that the status of the equipment and any related documentation is captured in the organization’s configuration management system.

You are attempting to print a document from your workstation to the network printer in your office. The print job failed when you attempted to print, so you called the service desk for assistance. What term best describes your issue?

Innovation Training has just hired three new staff members. The IT department at Innovation Training has created new accounts for the new staff members on the domain controller and allocated 10 GB of storage on the company’s internal file server per staff member. What term best describes these activities performed by the IT department?

What helps diagnose and resolve a simple incident?

What is the purpose of the Software development and management?

Identify the missing word(s) in the following sentence. An incident is a(n) [?] interruption to a service or reduction in the quality of a service.

Which statement about the steps to fulfill a service request is CORRECT?