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NEW QUESTION 20
A web hosting provider has decided to apply more of a 'shift left' approach to service support. The provider knows that users like video tutorials as well as communicating via instant messaging and social networks.
What should the service provider use to expand how users access support and improve the user experience?

• A. Service level management
• B. Omnichannel management
• C. Service interaction method
• D. Benefits dependency network

Answer: B

NEW QUESTION 21
Which describes the value driven approach to service design?

• A. Designing just enough features to satisfy early customers, and providing feedback for future development
• B. A process improvement philosophy that prioritizes flow efficiency over resource efficiency
• C. The practice of analyzing a business, defining its needs, and recommending solutions that create value for stakeholders
• D. An iterative approach based on frequent feedback, continual experimentation, and learning to ensure value co-creation

Answer: C

NEW QUESTION 22
The CIO of a large multi-national organization has noticed that the whole IT department are performing poorly. The CIO is committed to changing the behaviour patterns of their staff to improve performance across the whole IT department.
Which of the following will BEST help to improve staff behaviour?

• A. Adopting Kanban boards to visualise the flow of work across software development teams
• B. Implementing CI/CD toots to deploy software quickly
• C. Comparing the cost of delay' between work items to ensure that financially valuable work is prioritized
• D. Running safe to fail experiments that provide learning opportunities

Answer: D

NEW QUESTION 23
When an organization has initiated an IT transformation project, which 'organizational change management' activity should it carry out FIRST?

• A. Develop a value stream map of the desired future changes
• B. Create corrective action plans for staff who are resistant to the change
• C. Create a clear picture of what is changing and why it is valuable
• D. Communicate areas of waste that can be eliminated

Answer: C

NEW QUESTION 24
A legacy financial system requires the user to manually enter the time and date of the transaction to meet regulatory requirements. A recent internal audit has shown that these fields are often blank.
Which are effective controls that could improve compliance?
1. Modify the application to automatically add the current time and date when transaction is entered
2. Establish a communication plan to remind users of the importance of time and date on transactions
3. Develop a goals cascade so all staff know their role in achieving company goals
4. Create a report showing non-compliant records and take action to correct

• A. 2 and 3
• B. 1 and 2
• C. 3 and 4
• D. 1 and 4

Answer: C

NEW QUESTION 25
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