The true potential of an organisation can only be realised when the productivity of individuals and teams are aligned, and their activities integrated to achieve the goals of the organisation. Employee needs and expectations continue to change, so organisations need to conduct employee satisfaction measures to gather feedback to understand how well they are meeting employee needs. If you were going to create employee satisfaction surveys, which attributes would you measure?
All Of The Above
Which of the following sourcing models involves an organisation using resources such as staff and infrastructure?
Which of the following will help you to develop and nurture a good team culture?
Minimising the number of team meetings to increase focus on individual productivity in specialist areas.
Discouraging informal teams to ensure that shared organisational goals are met.
Ensuring team members understand their roles and how they fit with the organisation’s objectives.
Focusing on building team member’s specialism to minimise confusion over cross-functional roles.
Which of the following practices are covered in the ITIL® 4 Specialist Create, Deliver & Support module?
Which of the following is NOT one of the Guiding Principles in ITIL® 4?
Focus On Value
Start Where You Are
Progress Iteratively With Feedback
Collaborate & Promote Visibility
Work In Silos
Keep It Simple & Practical
Optimise & Automate
Which of the following is essential for effective collaboration between teams?
Each team helping the other to meet their goals.
There is a high level of trust between the teams.
The teams cooperate by sharing information.
The teams have suitable technology to support working together
Is the following statement true or false?
“One of the key advantages of Machine Learning, in the context of IT services, is its ability to derive valuable results from quantities of data, in terms of breadth, depth, frequency of update, which would be difficult for humans to process.”
Are the following statements true or false?
“Servant Leadership is based on two key principles – that managers are:
1. There to meet the needs of the organisation first and foremost (not just their individual teams).
2. They are there to ‘serve’ and support the people working for them by ensuring that they have the relevant resources and organisational support to get their jobs done. “
Which of the following focuses on listening to and acknowledging customers and their needs?
Collaboration & Workflow
Which organisational structure arranges resources based on control, lines of authority or technical domain?
Team Based Structure
Which of the following best describes collaboration?
It is where teams work together towards a shared goal or objective.
It is where individuals and teams work independently.
“Organisations create, consciously or unconsciously, value streams to perform specific tasks or respond to a specific situation. These are specific combinations of activities in the value chain and supported by ITIL® practices (or ITIL® processes). A value stream is the total customer perceived value of a service.”
Which of the following assists with the automation of processes that are repetitive, high-volume and based on simple decision-making rules?
Robotic Process Automation
Integration & Data Sharing
Results-Based Measuring & Reporting
How does an Information Model provide value to an organisation?
By automating repetitive and mundane tasks.
By creating a shared understanding of how data is created and used by the organisation.
By reducing reporting lines within an organisation.
By creating an understanding of how well the organisation is meeting the needs of staff.
What does the performance of a supervised machine-learning system depend on?
The Quality Of Output Data
The Quality Of Training
A customer-oriented organisation places customer satisfaction at the core of each of its business decisions. What should you do if you are working to a customer-orientated mindset? There are three correct answers.
A. Observe and anticipate the wishes and needs of customers.
B. Care about customer experience and continually enhance it.
C. Every customer is unique, understand their individual needs and wants.
D. Focus on products and services, you don’t need to worry about creating a positive impact on customers.
Which technology is primarily used to examine and transform data to make predictions and generate recommendations?
CI / CD
Integrate Service Management Toolsets
"The purpose of the ITIL® Service Value System is to ensure that everyone in the organisation works in an environment that is in line with their own beliefs, values and needs."
Which of the following is concerned with creating good working relationships with other people by considering their intellectual and emotional needs?
The Culture Of Continual Improvement
The Value Of Positive Communications
Employee Satisfaction Management
Which of the following provides value to an organisation by ensuring that there is end-to-end management for the organisation’s suppliers through a single entity?
Workforce Planning & Management
Service Integration & Management
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