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NEW QUESTION 53
Which value chain activity ensures that products deliver stakeholder expectations for quality?

• A. Obtain/build
• B. Plan
• C. Design and transition
• D. Engage

Answer: C

NEW QUESTION 54
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. Benefits dependency network
• B. Service level management
• C. Omnichannel management
• D. Service interaction method

Answer: C

NEW QUESTION 55
Which describes the value driven approach to service design?

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

Answer: D

NEW QUESTION 56
An organization is undergoing a significant cultural change as a result of introducing Agile and DevOps practices.
How can managers use Toyota Kata to help employees adjust to these different ways of working?

• A. By encouraging the practicing of routines to unlearn old habits and learn new ones
• B. By creating detailed plans that predetermine how to approach large changes
• C. By encouraging widespread changes that involve the teams starting from scratch
• D. By making hard decisions for the teams and providing step-by-step guidance

Answer: A

NEW QUESTION 57
An organization supports the users of its services using a tiered structure. There are many specialists in the second- and third-line resolution teams who have worked for the organization for a long time. The organization is in the process of deploying many changes to services. This is likely to result in a large number of complex incidents. In addition, there are long backlogs of work for the second and third-line resolution teams to complete.
Which is the BEST approach or technique to resolve this situation?

• A. Swarming
• B. An information model
• C. Machine learning
• D. Service integration and management

Answer: A

NEW QUESTION 58
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