An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool, and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays.
Which is the BEST action this team can take to address leadership’s concern?
An organization is planning to implement a new service management toolset for effective integration of management practices. Which feature of the service management toolset will be the MOST important in achieving this?
During a service design workshop, a development team come up with lots of different possible design solutions, and then analyze these to select one of them to proceed with.
What ‘design thinking’ activity is this an example of?
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 healthcare organization is implementing data analytics to analyze patient data. Why is data analytics important in this context?
An organization is moving from a process-based approach to a value-stream based approach for managing user issues.
Which of these activities should the organization do FIRST?
Which approach may help to improve incident resolution times by moving support activities from specialist teams to frontline teams or users?
A service provider is redesigning its service management system using value stream management and mapping. The service management team is reviewing the role of practices in various value streams. There is an argument about the role of deployment management as software development and service management teams see its role differently. What is the BEST approach to define the role of deployment management practice in value streams?
An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.
Which approach would help to resolve this situation?
A service desk manager is creating a job profile for a service desk team lead. The following requirements have been identified: Ability to use company processes and tools, Leadership skills, Knowledge of service desk objectives. What is the MOST important additional requirement for the job profile?
