| 1. An organization's application development team has too much development work for them to complete. In addition to this, the team members are also frequently asked to help resolve incidents and assist operations teams by explaining elements of an application's performance. Which concept would help to overcome the challenge of interruptions to the application develop |
| A. Managing work as tickets B. Build vs buy considerations C. Service integration and management D. Workforce planning and management |
| A (3.1a) |
| 2. An organization uses escalation procedures as part of its ‘incident management’ practice. Each incident follows a defined escalation path. If the initial resolution group is unable to diagnose or resolve the incident, then it is transferred to a new resolution group. The initial resolution group is not aware of the workload that the new resolution group has. Users have complained that incidents take a long time to resolve when they are escalated. Which approach or concept would BEST help to resolve this situation? |
| A. Service integration and management B. Machine learning C. Advanced analytics D. Managing work as tickets |
| D (3.1a) |
| 3. An organization has received feedback from users that their experience when creating tickets for incidents and service requests is impersonal. Which is the BEST improvement to make in response to this feedback? |
| A. Replace the use of tickets with collaborative swarming activities to improve teamwork B. Reduce the visibility of systems and records to create an intuitive front-end experience C. Revise prioritization levels and reduce the time taken to resolve incidents and service requests D. Increase the number of fields in tickets for incidents and service requests to gather more personal information |
| B (3.1a) |
| 4. Which is an example of swarming? |
| A. A second line support engineer is allocated a period of time to resolve an incident before escalation B. A group of developers convene to decide who is best to resolve a specific coding problem C. A group of users contact the service desk at the same time with related incidents D. Multiple support teams are allocated to work through separate ticket queues |
| B (3.1a) |
| 5. An IT department has limited staff available for fulfilling service requests. Additional staff are not available and the organization wants to implement a short-term solution to manage demand during busy periods. Which is the BEST method they could use to manage demand? |
| A. Create a new self-service portal to allow users to log and monitor service requests B. Agree that requests received after 1pm will not be processed until the following day C. Increase charges to senior management for providing a 'gold service' for service requests D. Employ contractors to deal with the extra service request workload at busy periods |
| B (3.1a) |
| 6. An organization prioritizes incidents as high, medium or low so that it can decide the order of resolving incidents. The organization always resolves high-priority and medium-priority incidents before low-priority incidents, which sometimes means that low-priority incidents are never resolved. The organization has received complaints from users with low-priority incidents because of the long resolution times. Which is the BEST approach for the organization to take to resolve this situation? |
| A. Close the low-priority incidents for which complaints have been received, and open complaints records instead B. Create a separate backlog for each priority, to reduce the complexity of the incidents assignment and processing C. Create problem records for the low-priority incidents which have been open for a long time, to ensure they are escalated to the correct teams D. Periodically examine the outstanding low-priority incidents and escalate incidents where necessary |
| D (3.1b) |
| 7. An organization is struggling to respond to and resolve incidents in accordance with business needs and expectations. High-priority incidents are often ignored because low-priority incidents can be easier and quicker to solve. What would MOST improve this situation? |
| A. A triage system B. A CI/CD pipeline C. Service Integration and management D. Deep learning |
| A (3.1b) |
| 8. An organization has development teams which respond to requests for change to their applications. The requests have a range of urgency levels. The development teams have realized that low-priority requests take a very long time to be resolved because there are always higherpriority requests. Which concept would BEST help to address this situation? |
| A. Team culture and differences B. Prioritizing work C. 'Build vs buy' considerations D. Advanced analytics |
| B (3.1b) |
| 9. A service desk team uses a collaboration tool to work with subject matter experts (SMEs). The tool notifies relevant SMEs that their assistance is needed. The team can then collaborate with the responding SMEs in real time to resolve incidents more quickly. What is this an example of? |
| A. Swarming B. Shift-left C. Robotic process automation D. Continuous integration |
| A (3.1b) |
| 10. A support team uses weighted shortest job first (WSJF) to prioritize their work. Which task should they work on next? |
| A. Task 1: Cost of delay = £50 per hour, Time to complete = 1 hour B. Task 2: Cost of delay = £50 per hour, Time to complete = 2 hours C. Task 3: Cost of delay = £100 per hour, Time to complete = 1 hour D. Task 4: Cost of delay = £100 per hour, Time to complete = 2 hours |
| C (3.1b) |
| 11. Under which circumstances should an organization build, instead of buy, software? |
| A. When the organization needs the software to be ready to use quickly B. When commercially available software applications are highly commodified C. When the solution is not commercially available and the organization has internal resources which can be applied to provide a quantifiable competitive advantage D. When the software isn't necessary to execute the organization's strategy or to maintain the organization's competitive advantage |
| C (3.2a) |
| 12. An organization wants to create a consolidated set of requirements from its stakeholders for a new tool. The organization is in the process of rating and prioritizing each requirement to determine the importance of each one. Which concept or approach would BEST assist the organization in making these decisions? |
| A. Managing work as tickets B. Service integration and management C. Integration and data sharing D. MoSCoW |
| D (3.2a) |
| 13. Which TWO are reasons why an organization would choose to buy a product from a supplier instead of building it in house? 1. The organization's processes for creating the product are immature 2. The work required to create the product is predictable and repetitive 3. The creation of the product relies on knowledge held by the organization's staff 4. The compliance to standards and policies is essential |
| A. 1 and 2 B. 2 and 3 C. 3 and 4 D. 1 and 4 |
| A (3.2a) |
| 14. Which sourcing model involves an organization using its own staff and infrastructure? |
| A. Nearshoring B. Onshoring C. Offshoring D. Insourcing |
| D (3.2b) |
| 15. An organization has selected a vendor based in a country far away from the organization's principal country. Which is this an example of? |
| A. Offshoring B. Insourcing C. Nearshoring D. Onshoring |
| A (3.2b) |
| 16. Which concept refers to the management of IT delivery and value chains by a single entity that coordinates the various suppliers? |
| A. Integration and data sharing B. Service integration and management C. CI/CD D. Organizational structure |
| B (3.2c) |
| 17. What provides value to an organization by ensuring that there is end-to-end management for the organization's suppliers through a single entity? |
| A. Workforce planning and management B. Shift-left C. Integration and data sharing D. Service integration and management |
| D (3.2c) |
| 18. Which concept enables organizations to coordinate and combine activities from multiple suppliers in a value stream? |
| A. Service integration and management B. Insourcing work C. Commodification D. MoSCoW model |
| A (3.2c) |