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Question 1
Which approach may help to improve incident resolution times by moving support activities from specialist teams to frontline teams or users?
Correct : C
The shift-left approach improves incident resolution times by moving support activities closer to frontline teams or users, enabling faster and more efficient handling.
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Question 2
To stay ahead of its competition, an organization's leadership team is focused on ensuring that product innovations reach customers quickly. A team is discussing how it can leverage value stream mapping in support of this goal. The team wants to improve the entire end-to-end value stream.
Which improvement is MOST LIKELY to improve the entire value stream?
Correct : B
Designing a continuous integration/continuous delivery (CI/CD) pipeline improves the entire end-to-end value stream by enabling faster, automated delivery of product innovations to customers.
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Question 3
Which is an example of results-based measurement and reporting?
Correct : C
Measuring and reporting customer satisfaction with closed incidents focuses directly on the outcomes and value delivered to customers, which is the essence of results-based measurement.
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Question 4
A service has been in use for a number of years, and is not being developed or updated. Customers are not happy because they think that the applications that support the service are missing important functionality.
Which practice is most likely to identify this issue and initiate improvement actions?
Correct : C
Service level management focuses on understanding and capturing customer expectations and experiences, making it the practice most likely to identify dissatisfaction and initiate improvement actions.
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Question 5
Which is a reason why an organization should create competency profiles for each role?
Correct : A
Creating competency profiles helps the organization plan the professional development of team members, ensuring that skills and capabilities align with current and future needs.
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