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ITIL 4 Managing Professional Transition Sample Questions (Q37-Q42):NEW QUESTION # 37
What are the KEY stakeholder groups that service providers should cooperate with?
- A. Customers
- B. Developers
- C. Relationship managers
- D. Suppliers
Answer: D
NEW QUESTION # 38
What do design thinking and service-dominant logic have in common?
- A. Both require clearly defined requirements and acceptance criteria
- B. Both focus on product functionality and on building new features
- C. Both involve collaborating with customers to ensure their needs are met
- D. Both focus solely on the needs and problems of the consumers
Answer: C
Explanation:
Design thinking and service-dominant logic have in common that both involve collaborating with customers to ensure their needs are met. Design thinking is a human-centered approach to problem solving that emphasizes empathy, creativity, and experimentation. Service-dominant logic is a framework for understanding value creation, which focuses on the exchange of services between two or more entities. Both concepts share the following principles:
* Value is co-created by the provider and the customer in the context of use. The provider does not deliver value, but rather offers value propositions that the customer can accept or reject. The customer is an active participant in the value creation process, not a passive recipient of goods or services.
* The customer is the ultimate judge of value. The provider cannot determine the value of the offering in advance, but rather has to understand the customer's needs, preferences, and expectations. The provider has to engage with the customer in an ongoing dialogue and feedback loop to ensure that the offering meets or exceeds the customer's expectations.
* The offering is a holistic solution that integrates goods, services, and experiences. The provider does not differentiate between tangible and intangible products, but rather offers a complete solution that addresses the customer's problem or opportunity. The provider has to design the offering in a way that delivers a positive customer experience and enhances the customer's well-being. References:
* Exploring Overlaps and Differences in Service Dominant Logic and Design Thinking
* Service-Dominant Logic: Key Principles and History
* Service-Dominant Logic and How It Reframes Our Business Operations
* The New Paradigm: H2H Marketing
NEW QUESTION # 39
Which is included in onboarding?
1. Negotiating service targets with customers
2. Building awareness of the new consumer
3. Ensuring resources are prepared for service provision
4. Designing the service components and infrastructure
- A. 1 and 4
- B. 2 and 3
- C. 1 and 2
- D. 3 and 4
Answer: B
Explanation:
Onboarding is one of the six activities in the service value chain, which is the set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers and other stakeholders1. Onboarding involves providing the consumer with the agreed service and ensuring that they can use it as intended1. This includes building awareness of the new consumer, such as informing them about the service features, benefits, and costs, as well as ensuring resources are prepared for service provision, such as allocating staff, equipment, and facilities2. Negotiating service targets with customers is part of the engage activity, which involves understanding the needs and expectations of the stakeholders and establishing agreements on how to meet them1. Designing the service components and infrastructure is part of the design and transition activity, which involves ensuring that products and services continually meet stakeholder expectations for quality, costs, and time to market1. References:
* ITIL 4 Foundation: Service Value Chain
* Transforming customer journeys with ITIL 4 DSV
NEW QUESTION # 40
An organization wants to become more efficient by reducing the amount of unnecessary work they do. Which approach would be MOST helpful?
- A. Site reliability engineering
- B. Lean OK
- C. DevOps
- D. Safety culture
Answer: B
Explanation:
Explanation
Lean OK is an approach that would be most helpful for an organization that wants to become more efficient by reducing the amount of unnecessary work they do. Lean OK is a combination of Lean and OKR (Objectives and Key Results), which are two complementary methodologies that aim to optimize value creation and eliminate waste. Lean is a philosophy and a set of principles and practices that focus on delivering value to customers and stakeholders, minimizing waste and inefficiencies, and continuously improving processes and products. OKR is a goal-setting and management framework that helps organizations align their objectives with their vision and strategy, communicate and track their progress, and measure their outcomes and impact.
By using Lean OK, an organization can define clear and ambitious objectives that are aligned with customer needs and organizational goals, and set measurable and achievable key results that indicate how well the objectives are met. Lean OK also helps the organization to identify and eliminate any activities or processes that do not contribute to value creation or goal achievement, and to prioritize and optimize the ones that do.
Lean OK enables the organization to become more efficient, effective, agile, and customer-centric. References:
https://unichrone.com/blog/it-service-management/lean-itil/
https://www.atlassian.com/blog/t ... r-you-and-your-team
NEW QUESTION # 41
An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently.
What is the FIRST step the organization should take to start to improve the situation?
- A. Use value stream mapping to help understand the end-to-end flow of user support
- B. Encourage teams to collaborate so they can focus on value for users
- C. Review skills and competencies of user support staff to ensure they have the required capability
- D. Improve the integration of tools to ensure there are no gaps between processes
Answer: A
Explanation:
Explanation
Value stream mapping is a lean tool that documents the step-by-step processes required to bring a product or service to market. It helps visualize, analyze, and improve all the steps involved by identifying waste and reducing process cycle times. The ultimate goal of VSM is to create more value for customers while improving overall efficiency1. An organization that receives a high volume of calls from users complaining that their issues are not being resolved efficiently should use value stream mapping to help understand the end-to-end flow of user support. By laying out each step in detail within the user support process, VSM helps the organization better understand and more easily identify optimization opportunities. VSM also helps the organization see more than waste in their user support process, including the sources of waste, the value-adding and non-value-adding activities, the material and information flow, and the decisions that affect the flow2. Using value stream mapping, the organization can create a current state map that shows the actual condition of the user support process, and a future state map that shows the target image of how the user support process should work after making improvements. VSM also forms the basis of an implementation plan, a blueprint for improvement, that helps the organization design how the whole user supportprocess should operate2. Therefore, using value stream mapping is the first step the organization should take to start to improve the situation. References:
Understanding the Fundamentals of Value-Stream Mapping
Value stream mapping: Examples, process, template, and symbols
NEW QUESTION # 42
......
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