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| Section | Objectives |
|---|---|
| Topic 1: Organizational Structure and Teams | - Team culture and collaboration
|
| Topic 2: Value Stream Design and Development | - Designing service value streams
|
| Topic 3: Information and Technology | - Supporting technologies
|
| Topic 4: Create, Deliver and Support Practices | - Service performance and quality
|
| Topic 5: Prioritization and Work Management | - Work planning and prioritization
|
| Topic 6: Introduction to Create, Deliver and Support | - Core concepts of service value streams
|
What is the goal of the `shift-left' approach?
A service provider is struggling to meet the incident resolution objectives for some incidents.
Reports generated by the service management tools show that the resolution time is often longer than agreed in three types of situation: incident resolution requires a change to be implemented, incident resolution involves the internal software development team, incident resolution involves an external supplier. What should the service provider do to improve the situation?
An organization is considering how a new service will be supported when it goes live. There are many teams that will contribute to the support of the service. Which approach should the organization follow when creating a value stream to support the new service?
An internal service provider of a large retail organization is working on a major update of the self- checkout terminals used in the supermarkets. The update includes new hardware, software, and integration with a new card payment system. How should the service provider ensure that the update is sufficiently tested?
A managed service provider manages an organization's suppliers, provides some delivery functions to the organization, and coordinates service integration and management between the organization and its suppliers. Which model is this an example of?
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