An organization is attempting to improve the design, development and transition of new services. It recognizes that some ways of working are not focused on creating value.
Which is an example of a working practice that the organization should STOP?
A.
Defining the features and functionality of services by relying on the developers' previous experience of designing similar systems for customers
B.
Involving users, customers and other stakeholders when communicating desired outcomes in the form of user stones
C.
Designing systems with the continual involvement of customers to ensure that any changes in requirements are understood as early as possible
D.
Involving customers and users in testing activities to understand whether the service meets the customers' and users’ expectations
This working practice is not focused on creating value because it does not involve the customers or users in defining the requirements and expectations of the service. It also assumes that the developers’ previous experience is relevant and sufficient for the current situation, which may not be the case. This practice may lead to delivering a service that does not meet the needs and preferences of the customers or users, or that is not aligned with the organization’s strategy and objectives. References:
ITIL 4 Managing Professional Transition Module Sample Paper - English1, page 6, question 1, answer A
ITIL 4 Managing Professional: Direct, Plan and Improve4, page 11, section 1.1, paragraph 2
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