Question 1

What is the MOST LIKELY reason for an organization to delay a transformation to high velocity?

Options :

A : The organization is not ready for a cultural change

B : The organization is facing rapidly changing customer needs

C : The organization needs high levels of IT service availability

D : The organization needs to maintain high levels of information security

Answer: A

Question 2

Which is a method for value-driven, data-driven and user-centered service design?

Options :

A : Stakeholder analysis

B : Balanced scorecard

C : Design thinking

D : The MoSCoW method

Answer: D

Question 3

What BEST describes the relationship between planning and risk?

Options :

A : Planning is a high level function, risk management is a tactical activity

B : Planning should always consider risks and how to mitigate them

C : Planning focuses on what needs to be accomplished, risk management is part of how work is to be performed

D : Risk management is the exclusive domain of dedicated risk managers

Answer: B

Question 4

A large service provider with many staff has built a relationship with a customer and agreed a 10-year contract. Both organizations have shared information freely and responded to requests. Which is MOST LIKELY to be a threat to maintaining the relationship?

Options :

A : Scheduling interactions between customer and service provider

B : Changes in service provider and customer staff

C : Failing to explain service provider actions that impact the customer

D : Failing to deal with communication in a timely fashion

Answer: C

Question 5

An IT department is able to rapidly develop services that meet functional requirements. However overall satisfaction with these services is low. Which is the BEST way to start working on developing new services while addressing issues faced by the IT department?

Options :

A :

Develop a clear set of system requirements and track each of them from start to finish to ensure that the delivered service meets the stated requirements

B : Develop a clear understanding of the customers' intended goals and expectations, and track each of them from start to finish to ensure that the service supports the required outcomes

C :

Involve senior management as early as possible to define requirements and help with 'organizational change management' to ensure successful implementation of the service

D :

Assess and improve capabilities of IT teams prioritizing areas that are required to deliver the service in a way that meets customer expectations

Answer: B