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| Section | Objectives |
|---|---|
| Topic 1: Introduction to Create, Deliver and Support | - Core concepts of service value streams
|
| Topic 2: Organizational Structure and Teams | - Team culture and collaboration
|
| Topic 3: Value Stream Design and Development | - Designing service value streams
|
| Topic 4: Create, Deliver and Support Practices | - Service performance and quality
|
| Topic 5: Prioritization and Work Management | - Work planning and prioritization
|
| Topic 6: Information and Technology | - Supporting technologies
|
1. Which TWO ITIL 4 guiding principles should be applied to bridge deep-rooted cultural norms, diverse communication styles, and siloed mindsets within a distributed service value stream team? (Select TWO)
A) Start where you are
B) Think and work holisticallyright
C) Focus on value
D) Keep it simple and practical
E) Collaborate and promote visibilityright
2. A healthcare organization is implementing data analytics to analyze patient dat
A) Why is data analytics important in this context?
B) To improve decision-making based on patient data analysis
C) To understand the relationships between patient data and the healthcare's business services
D) To highlight bottlenecks in the organization's workflows when collecting patient data
E) To prioritize and resolve requests for patient data
3. An organization uses value streams to help them deliver consistent services, and they use
`service integration and management' to manage many different suppliers. How does `service integration and management' work with the organization's value streams?
A) Service integration and management' is independent of the organization's value streams
B) Service integration and management' cannot be used in an organization that uses value streams
C) 'Service integration and management' manages multiple suppliers in a single value stream
D) 'Service integration and management' creates a separate value stream for each supplier
4. A global IT service provider is migrating several mission-critical legacy applications to a cloud- native platform while its support team struggles with a growing backlog of incident and service requests. Development, operations, and support each maintain separate work queues, resulting in duplicated effort, handover delays, and unclear task priorities. As the Service Delivery Lead, which ONE of the following actions would MOST effectively coordinate and prioritize work across all teams to ensure smooth migration and timely support?
A) Establish a single, cross-functional Kanban board with work-in-progress (WIP) limits applied across development, operations, and support streamsright
B) Implement a RACI matrix for all migration and support activities to clarify roles, responsibilities, and approval authorities
C) Conduct a detailed value stream mapping exercise to identify end-to-end process bottlenecks and handover delays
D) Prioritize support tickets and migration tasks strictly according to their arrival time to ensure fairness
5. Users have specific product-related questions and want to provide product feedback. What is the best way to enable two-way communication between these users and the organization's product team?
A) Event surveys
B) Topic-based forums
C) Social media
D) Self-service portals
Solutions:
| Question # 1 Answer: B,E | Question # 2 Answer: E | Question # 3 Answer: C | Question # 4 Answer: A | Question # 5 Answer: B |
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