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| Section | Objectives |
|---|---|
| Topic 1: Create, Deliver and Support Practices | - Supporting management practices
|
| Topic 2: Value Stream Design and Development | - Designing service value streams
|
| Topic 3: Organizational Structure and Teams | - Team culture and collaboration
|
| Topic 4: Prioritization and Work Management | - Work planning and prioritization
|
| Topic 5: Introduction to Create, Deliver and Support | - Core concepts of service value streams
|
| Topic 6: Information and Technology | - Supporting technologies
|
A service operations team monitors a critical service. They receive thousands of events every day and operators are trained, so they know which events require a response. Sometimes they miss an important event and this causes service level targets to be breached.
What is the BEST approach to resolve this issue?
Correct Answer: A 🗳️
An organization has found that a significant amount of rework is required, because tickets are escalated from the service desk team to higher tiers of support. This rework causes delays and results in recurring incidents as service desk agents rarely see how incidents are resolved. Which approach can be used to reduce this rework and its consequences?
Correct Answer: A 🗳️
A cross-functional team is designing a value stream to support the development of a new financial service. Some members of the team are suggesting that multiple value streams are needed. Which factor would MOST LIKELY influence the need for multiple value streams?
Correct Answer: D 🗳️
Which is a reason why an organization should create competency profiles for each role?
Correct Answer: B 🗳️
Which of the following involves consideration of the skills and availability of both internal and external resources?
Correct Answer: C 🗳️
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