C846-3

Question 1

A recommendation that guides an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure

Answer 1

Guiding Principle

Question 2

A method for visualizing work, identifying potential blockages and resource conflicts, and managing work in progress.

Answer 2

Kanban

Question 3

A version of the final product which allows the maximum amount of validation learning with the least effort

Answer 3

Minimum Viable Product

Question 4

The entirety of the interactions a customer has with an organization and its products. This can determine how the customer feels about the organization and its products and services.

Answer 4

Customer Experience

Question 5

Which methods focus on the delivery of incremental changes to software products while responding to the changing (or evolving) needs of users.

Answer 5

Agile Methods

Question 6

Allocating a fixed and maximum unit of time to an activity

Answer 6

Timeboxing

Question 7

Which methods build on Agile software development and service management techniques by emphasizing close collaboration between the roles of software development and technical operations.

Answer 7

DevOps Methods

Question 8

Encourage a focus on _______ among all staff.

Answer 8

Value

Question 9

What is the first step of the Focus on Value principle?

Answer 9

Know who is being served

Question 10

What is the second step of the Focus on Value principle?

Answer 10

Understanding what is truly a value to the service consumer

Question 11

Guiding Principles

Answer 11

Focus on Value
Start Where You Are
Progress Iteratively with Feedback
Collaborate and Promote Visibility
Think and Work Holistically
Keep It Simple and Practical
Optimize and Automate

Question 12

Which Guiding Principle:

• Everything that the organization does needs to map, directly or indirectly, to value for the stakeholders
• Encompasses many perspectives, including the experience of customers and users

Answer 12

Focus on Value

Question 13

Which Guiding Principle:

• Do not start from scratch and build something new without considering what is already available to be leveraged.
• The current state should be investigated and observed directly to make sure it is fully understood.
• It can sometimes be beneficial for a person with little or no prior knowledge of the service to be part of the observation.

Answer 13

Start Where You Are

Question 14

Which Guiding Principle:

• Resist the temptation to do everything at once. By organizing work into smaller sections, the focus on each effort will be sharper and easier to maintain.
• Seeking feedback before, throughout, and after each iteration will ensure that actions are focused and appropriate, even in changing circumstances.

Answer 14

Progress Iteratively with Feedback

Question 15

A term used to refer to a situation where part of the output of an activity is used for new input.

Answer 15

Feedback Loop

Question 16

When so much time is spent analyzing the situation that nothing ever gets done about it.

Answer 16

Analysis Paralysis

Question 17

Isolated work

Answer 17

Silo Activity

Question 18

Which Guiding Principle:

• When initiative involves the right people in the correct roles, there is a likelihood of long-term success.
• Inclusion is generally a batter policy than exclusion.
• Work and its results should be made visible, hidden agendas should be avoided, and information should be shared to the greatest degree possible.

Answer 18

Collaborate and Promote Visibility

Question 19

Do you need to get agreement from everyone involved in an initiative before proceeding?

Answer 19

No

Question 20

Which Guiding Principle:

• No service, practice, process, department, or supplier stands alone. All the outputs that an organization delivers to itself, its customers, and other stakeholders will suffer unless it works in an integrated way to handle its activities as a whole.
• Establishing an understanding of how all the parts of an organization work together in an integrated way.

Answer 20

Think and Work Holistically

Question 21

_________ is key to thinking and working holistically.

Answer 21

Collaboration

Question 22

___________ can facilitate working holistically.

Answer 22

Automation

Question 23

Which GuidingPrinciple:

• Always use the minimum number of steps to accomplish an objective. If a process, service, action, or metric fails to provide value or produce a useful outcome, then eliminate it.
• Always ask whether an improvement target contributes to value creation. Understand exactly how something contributes to value creation.
• Always use outcome-based thinking to provide practical solutions

Answer 23

Keep It Simple and Practical

Question 24

Which Guiding Principle:

• Technology can help organizations to scale up and take on frequent and repetitive tasks, allowing human resources to be used for more complex decision-making.
• Continual improvement is essential

Answer 24

Optimize and Automate