Note Oct 15, 2024.pdf

Quiz 1 --- ### **Question 1** “User satisfaction is inversely proportional to user expectation." This statement reflects the difficulty of making the customers of a service happy. **Fill in the blanks:** When a user expects (i) ____, he/she is more likely to be (ii) ____ the service delivered. - *...

Quiz 1 --- ### **Question 1** “User satisfaction is inversely proportional to user expectation." This statement reflects the difficulty of making the customers of a service happy. **Fill in the blanks:** When a user expects (i) ____, he/she is more likely to be (ii) ____ the service delivered. - **(i) a lot from a service, (ii) disappointed with** ✅ - (i) miracles, (ii) ecstatic about the quality - (i) little from a service, (ii) sad about buying - (i) nothing, (ii) angry with --- ### **Question 2** What does ITIL stand for? **Answer:** - **Information Technology Infrastructure Library** ✅ --- ### **Question 3** One thing ITIL can help with is keeping young or new companies from having to "reinvent the wheel" to figure out how to manage their IT functions. - **True** ✅ --- ### **Question 4** There are three sets of activities for information security management. They are: - **Detection, correction, prevention** ✅ - Digital forensics, privacy, authentication - Access control, auditing, hardening - Chain of custody, identity protection, malware discernment --- ### **Question 5** Which of the following definitions for IT asset management practice is the best? - **The practice of planning and managing the full lifecycle of all of a company’s IT assets** ✅ - The practice of specifying, ordering, receiving, and distributing all of the company’s IT assets for use - The practice of planning and managing the full lifecycle of all of a company’s assets - The practice of specifying, ordering, receiving, and distributing all of the company’s assets --- ### **Question 6** A fundamental component of a service that can be tracked, accounted for, and controlled is a description of a(n) __________. - **Configuration item (CI)** ✅ - IT asset - IT asset instance - Component for integration (CI) --- Here is the continuation of the extracted and formatted content: --- ### **Question 7** A repository containing information about all the configuration items and the relationships between configuration items is a(n) __________. - **Configuration management database (CMDB)** ✅ - Configuration item record (CIR) - IT asset management database (ITAMDB) - IT service management database (ISMDB) --- ### **Question 8** Which of the following ITIL practices is about managing the stakeholders involved in service delivery? - **Relationship management** ✅ - Service desk - Strategy level management - Deployment management --- ### **Question 9** Relationship management has a lifecycle. Which of the following are stages of the relationship management lifecycle? - **Identify** ✅ - Act - Plan - Meet --- ### **Question 10** Single sourcing and multisourcing are special cases of outsourcing. - **True** ✅ - False --- ### **Question 11** Service levels are set and agreed to by the service provider and the customer in a document called a(n) __________. - **Service level agreement (SLA)** ✅ - Utility agreement - Warranty - Service contract --- ### **Question 12** There are different types of events that can be recognized by modern event management systems. These include which of the following? - **Exception, warning, informational** ✅ - Company-wide, departmental, individual - Short term, medium term, long term - Easy to resolve, difficult to resolve --- ### **Question 13** Resolving an incident means __________. - **Restoring or improving the quality of the service to the level agreed to in the SLA** ✅ - Fixing or replacing the hardware that has broken --- ### **Question 14** Three ITIL practices that fall under the umbrella of service operations include __________. - **Incident management practice, monitoring and event management practice, problem management practice** ✅ - Deployment management practice, infrastructure and platform management practice, software development practice --- ### **Question 15** Which of the following is a difference between a problem and a known error? - **Problems are created to identify the root cause of an incident; known errors are created when the root cause of an incident is known but a permanent solution has not been implemented.** ✅ --- ### **Question 16** A step in the flow of a change control process related to an IT system or service is often __________. - **True** ✅ - False --- ### **Question 17** What are the three major types of changes, according to ITIL? - **Normal, emergency, standard** ✅ - Hardware, software, network - Approval required, approval not required, not allowed - First degree, second degree, third degree --- ### **Question 18** Which of the following is a valid difference between the release management practice and the change control practice? - **Requirements gathering happens as part of release management practice but not as part of change control practice.** ✅ - Release management practice applies to configuration items that are specific to hardware. --- ### **Question 19** Which of the following is not a type of release? - **Standard release** ✅ - Major release - Minor release - Emergency release --- ### **Question 20** What is the purpose of the service desk? - **Capture demand for incident resolution and service requests** ✅ - To act as a first point of contact for customers - Provide first line of support to users - Act as a channel for communication between third parties and IT staff --- Quiz 2 --- **Question 1:** "The continual improvement mechanism of the service value system works in isolation from the other elements of the SVS." - **True** - **False** ✅ --- **Question 2:** "Continual service improvement cannot take place without the results of ____." - Unit testing - Troubleshooting - **Measurement of key performance indicators** ✅ - Critical success factors --- **Question 3:** "Which of the following are not present in the seven-step model for continual improvement?" - Take action - Where are we now? - **What should be done?** ✅ - Where do we want to be? --- **Question 4:** "There are three sets of activities for information security management. They are:" - Digital forensics, privacy, authentication - **Detection, correction, prevention** ✅ - Access control, auditing, hardening - Chain of custody, identity protection, malware discernment --- **Question 5:** "Which of the following definitions for IT asset management practice is the best?" - The practice of planning and managing the full lifecycle of all of a company's assets. - **The practice of planning and managing the full lifecycle of all of a company's IT assets.** ✅ - The practice of specifying, ordering, receiving, and distributing all of the company’s assets for use. - The practice of specifying, ordering, receiving, and distributing all of the company’s IT assets for use. --- **Question 6:** "A fundamental component of a service that can be tracked, accounted for, and controlled is a description of a(n) ____." - IT asset - IT asset instance - **Configuration item (CI)** ✅ - Component for integration (CI) --- **Question 7:** "A repository containing information about all the configuration items and the relationships between configuration items is a(n) ____." - Configuration item record (CIR) - IT asset management database (ITAMDB) - **Configuration management database (CMDB)** ✅ - IT service management database (ISMDB) --- **Question 8:** "Which of the following ITIL practices is about managing the stakeholders involved in service delivery?" - **Relationship management** ✅ - Service desk - Strategy level management - Deployment management --- **Question 9:** "Relationship management has a lifecycle. Which of the following are stages of the relationship management lifecycle?" - **Identify** ✅ - Act - Plan - Meet --- **Question 10:** "Single sourcing and multisourcing are special cases of outsourcing." - **True** ✅ - False --- --- **Question 11:** "Service levels are set and agreed to by the service provider and the customer in a document called a(n) ____." - Utility agreement - Warranty - Service contract - **Service level agreement (SLA)** ✅ --- **Question 12:** "There are different types of events that can be recognized by modern event management systems. These include which of the following?" - Company-wide, departmental, individual - **Exception, warning, informational** ✅ - Short term, medium term, long term - Easy to resolve, difficult to resolve --- **Question 13:** "Resolving an incident means ____." - **Restoring or improving the quality of the service to the level agreed to in the SLA.** ✅ - Fixing or replacing the hardware that has broken. - Applying a software patch to resolve the software issue that has occurred. --- **Question 14:** "Three ITIL practices that fall under the umbrella of service operations include ____." - **Incident management practice, monitoring and event management practice, problem management practice** ✅ - Deployment management practice, infrastructure and platform management practice, software development practice - IT asset management practice, service validation and testing practice, strategy management practice --- **Question 15:** "Which of the following is a difference between a problem and a known error?" - **Problems are created to identify the root cause of an incident; known errors are created when the root cause of an incident is known but a permanent solution has not been implemented.** ✅ - Problems are created to identify root causes of an incident; known errors are created to identify product bugs that are released from the development cycle. --- **Question 16:** "A step in the flow of a change control process related to an IT system or service is often updating the Configuration Management Database (CMDB), if the organization has and uses a CMDB." - **True** ✅ - False --- **Question 17:** "What are the three major types of changes, according to ITIL?" - Approval required, approval not required, not allowed - Hardware, software, network - First degree, second degree, third degree - **Normal, emergency, standard** ✅ --- **Question 18:** "Which of the following is a valid difference between the release management practice and the change control practice?" - **Requirements gathering happens as part of release management practice but not as part of change control practice.** ✅ - Release management practice applies to configuration items that are software only, whereas change control practice applies to hardware as well. - Change control practice is a subset of release management practice. --- **Question 19:** "Which of the following is not a type of release?" - **Standard release** ✅ - Major release - Minor release - Emergency release --- **Question 20:** "What is the purpose of the service desk?" - To act as a first point of contact for customers - Provide first line of support to users - **Capture demand for incident resolution and service requests** ✅ - Act as a channel for communication between third parties and IT staff --- Quiz 3 --- **Question 1** **What does the focus on deployment lead time entail in DevOps?** - Ensuring a smooth and even flow of work ✅ - Reducing the role of IT Operations - Minimizing the use of version control - Maximizing security and compliance failures --- **Question 2** **At what point does the technology value stream typically begin in DevOps?** - When the code is checked into version control ✅ - When the business hypothesis is formulated - When the application is running in production - When QA and testing are initiated --- **Question 3** **In a common scenario with long deployment lead times, what is often required at various stages of the value stream?** - Heroics to fix code issues ✅ - Rapid deployment of code - Frequent code merges - Minimal testing and approvals --- **Question 4** **Which of the following is NOT a technique used to create a smooth flow of work in manufacturing value streams?** - Increasing rework ✅ - Small batch sizes - Reducing work in process (WIP) - Continuous system optimization --- **Question 5** **How is the DevOps ideal of achieving deployment lead times of minutes primarily accomplished?** - By continuously checking small code changes into version control and automating testing and deployment ✅ - By performing exploratory testing - By relying on manual testing - By tightly coupling applications --- **Question 6** **What does a high proportion of process time to lead time indicate in a value stream?** - Efficient processes with short lead times ✅ - Delays caused by long waiting periods - A need for more manual testing - A lack of customer feedback --- **Question 7** **What characterizes the second phase of work in the technology value stream?** - Near-zero defects and low creativity ✅ - High variability of process times and high uncertainty - Long and unpredictable lead times - Sequential processing of large batches of work --- **Question 8** **What does the %C/A (percent complete and accurate) metric measure in the technology value stream?** - The quality of output at each step ✅ - Lead time efficiency - Customer satisfaction - The speed of code deployment --- **Question 9** **What is the value stream in the context of Lean manufacturing?** - The sequence of activities to deliver upon a customer request ✅ - The sequence of activities to design a product - The sequence of activities to hire new employees - The sequence of activities to clean the factory floor --- **Question 10** **According to Karen Martin and Mike Osterling, when is work considered %C/A or "usable as is"?** - When it can be used without correction, addition, or clarification ✅ - When it is correct but delayed - When it requires clarification for information that could have been clearer - When it contains missing information that should have been supplied --- **Question 11** **According to Dominica DeGrandis, why is controlling queue size (WIP) important in managing work in the technology value stream?** - It is a leading indicator of lead time ✅ - It makes work invisible - It eliminates the need for Kanban boards - It encourages multitasking among team members --- **Question 12** **In a typical DevOps transformation, what is often the initial constraint that needs to be addressed?** - Environment creation ✅ - Code deployment - Test setup and run - Tight architecture --- **Question 13** **What is one of the significant differences between the technology and manufacturing value streams mentioned in the text?** - Manufacturing work is highly visible, while Technology work is not. ✅ - Technology work is highly visible, while manufacturing work is not. - Manufacturing is more dynamic than technology. - Technology work requires physical movement, whereas manufacturing does not. --- **Question 14** **In Lean, what is the theoretical lower limit for batch size in manufacturing and technology?** - Single-piece flow ✅ - Ten pieces - Hundred pieces - Batch size depends on the process --- **Question 15** **What is one of the effects of multitasking mentioned in the text?** - Multitasking significantly degrades the time to complete tasks, especially in technology. ✅ - Multitasking improves the quality of work. - Multitasking reduces the time required to complete tasks. - Multitasking has no impact on process time. --- **Question 16** **Why is it easier to interrupt technology workers compared to manufacturing workers?** - The consequences of interruptions are invisible to most people in technology. ✅ - Technology workers are more resistant to interruptions. - Manufacturing workers are equally working on multiple projects. - Multitasking is more common in manufacturing. --- **Question 17** **What was a common manufacturing practice prior to the Lean revolution regarding batch sizes?** - Manufacturing in large batch sizes ✅ - Manufacturing in small batch sizes - Manufacturing in single-piece flow - Manufacturing with minimal setup time --- **Question 18** **What does David J. Andersen's quote, "Stop starting. Start finishing" emphasize in the context of managing work in the technology value stream?** - The value of focusing on completing existing work before starting new tasks ✅ - The importance of starting new projects quickly - The need to minimize the use of Kanban boards - The need for constant communication between teams --- **Question 19** **How is work made more visible in the technology value stream?** - By making it visible using visual work boards like Kanban boards ✅ - By using physical Kanban boards exclusively - By reducing the number of communication mechanisms - By increasing the complexity of the work --- **Question 20** **In the context of the technology value stream, what does WIP stand for?** - Work in Progress ✅ - Work in Process - Work in Product - Work in Planning --- Quiz 5 --- Here are the formatted questions from the uploaded images: --- ### **Question 1** **Why is it important to make downstream systems safer to change in the context of brownfield projects?** - To help the organization achieve its goals more quickly and safely ✅ - To increase the complexity of the organization - To slow down the pace of innovation - To reduce the need for further improvements --- ### **Question 2** **What happens when the initiative earns the right to expand its scope?** - It limits further growth ✅ - It accelerates its success - It cancels the initiative - It becomes complacent --- ### **Question 3** **What is the advantage of focusing on teams receptive to DevOps in the early stages?** - It creates a stable base of support for DevOps ✅ - It allows for a big bang approach to implementation - It avoids addressing more conservative groups - It prevents the need for experimentation --- ### **Question 4** **According to Gartner’s bimodal IT concept, what are systems of record?** - Slow-changing systems with regulatory requirements ✅ - Customer-facing systems - Systems focused on experimentation - Systems primarily used by early adopters --- ### **Question 5** **What concept, described in the content, relates to creating success with receptive teams before expanding further?** - Building critical mass - Building critical volume ✅ - Building critical velocity - Building critical energy --- ### **Question 6** **According to Geoffrey A. Moore, what spectrum depicts individuals’ attitudes toward the adoption of new ideas?** - The Adoption Spectrum ✅ - The Innovation Spectrum - The Change Spectrum - The Technology Spectrum --- ### **Question 7** **How does breaking up larger improvement goals benefit the DevOps initiative?** - It helps discover and correct errors early ✅ - It accelerates the project timeline - It eliminates the need for continuous improvement - It ensures immediate success --- ### **Question 8** **What is the recommended approach to expanding the scope of a DevOps initiative?** - Break up larger improvement goals into small, incremental steps ✅ - Begin with the big bang approach - Focus on converting the most conservative groups first - Expand to every team simultaneously --- ### **Question 9** **What is the primary goal when identifying teams to start a DevOps initiative?** - Finding teams that already believe in DevOps principles ✅ - Converting all teams to DevOps practices - Creating a sense of competition among teams - Building a list of all teams in the organization --- ### **Question 10** **What does the content emphasize when improving brownfield systems?** - Making them faster, safer, and easier to change ✅ - Reducing complexity and reliability - Reducing the pace of change - Ignoring their dependencies on downstream systems --- ### **Question 11** **What is the purpose of creating a value stream map?** - To understand areas in the value stream that impact goals negatively ✅ - To document every step and associated minutiae - To identify all teams in the organization - To expedite the project timeline --- ### **Question 12** **What are the benefits of making the current state visible?** - Enhanced alignment and understanding ✅ - Improved security - Increased complexity - Reduced collaboration --- ### **Question 13** **Who is responsible for defining the next set of functionality in a service?** - Product owner ✅ - Development team - QA team - Operations team --- ### **Question 14** **Which team is often responsible for maintaining the production environment?** - Operations team - Development team ✅ - Infosec team - Release managers --- ### **Question 15** **What role do release managers play in the value stream?** - Coordinating the production deployment and release processes ✅ - Developing application functionality - Ensuring the service functions as desired - Defining the next set of functionality in the service --- ### **Question 16** **What is the role of technology executives or value stream managers in Lean literature?** - Ensuring the value stream meets customer and organizational requirements ✅ - Developing application functionality - Coordinating release processes - Managing the production environment --- ### **Question 17** **How do tools help reinforce desired behavior in DevOps?** - They facilitate shared goals and a common backlog ✅ - They promote siloed work - They automate all tasks - They increase bureaucracy --- ### **Question 18** **What happens when organizations neglect technical debt?** - They eventually spend all their cycles on fixing problems ✅ - They pay off the principal debt - They focus on feature development - They reduce the technical debt to zero --- ### **Question 19** **What is the primary role of the QA team in the value stream?** - Ensuring that the service functions as desired ✅ - Developing application functionality - Ensuring security of systems and data - Coordinating the production deployment process --- ### **Question 20** **Who is responsible for securing systems and data in the value stream?** - Infosec team ✅ - Development team - Product owner - Release managers Quiz 6 --- **Question 1** **What happens when Operations functional areas have to serve multiple value streams?** - Development teams compete for their cycles ✅ - It leads to streamlined work handoffs - Operations teams focus solely on global organizational goals - Escalation of issues becomes unnecessary --- **Question 2** **What is one of the visible consequences of overly functional orientation in IT Operations?** - Long lead times ✅ - Short lead times - Reduced costs - Streamlined handoffs --- **Question 3** **How does overly functional orientation affect worker motivation?** - It creates a vacuum of creativity and motivation ✅ - It fosters creativity and motivation --- **Question 4** **What characterizes functional-oriented organizations in the context of DevOps?** - They centralize expertise and often have tall hierarchical structures ✅ - They prioritize speed over cost - They have a flat organizational structure - They focus on cross-functional collaboration --- **Question 5** **What is a key characteristic of market-oriented organizations in the context of DevOps?** - They optimize for responding quickly to customer needs ✅ - They prioritize reducing costs - They are highly specialized in specific functions - They have a centralized decision-making structure --- **Question 6** **How can organizations enable market orientation without a large-scale reorganization?** - By embedding functional engineers into each service team ✅ - By centralizing all functional engineers - By reducing the number of cross-functional teams --- **Question 7** **According to Dr. Roberto Fernandez, what are the three primary types of organizational structures that inform how DevOps value streams are designed?** - Functional, matrix, market ✅ - Agile, Scrum, Kanban - Product, project, service - Technical, managerial, operational --- **Question 8** **Which of the following is critical for high-velocity organizations with functional orientation?** - A culture that values shared goals ✅ - A high number of silos - A low level of trust - A lack of automation --- **Question 9** **What is a characteristic of market-oriented teams?** - They are cross-functional and responsible for the entire service lifecycle ✅ - They focus solely on feature development - They are centralized and hierarchically structured - They are primarily concerned with optimizing for cost --- **Question 10** **In matrix-oriented organizations, what challenge often arises?** - Complicated organizational structures ✅ - High levels of autonomy - Rapid decision-making - Clear division of labor Quiz 7 --- Here’s the formatted content based on your provided images: --- **Question 1** **What happens when Operations functional areas have to serve multiple value streams?** - Development teams compete for their cycles ✅ - It leads to streamlined work handoffs - Operations teams focus solely on global organizational goals. - Escalation of issues becomes unnecessary. --- **Question 2** **What is one of the visible consequences of overly functional orientation in IT Operations?** - Long lead times ✅ - Short lead times - Reduced costs - Streamlined handoffs --- **Question 3** **How does overly functional orientation affect worker motivation?** - It creates a vacuum of creativity and motivation. ✅ - It fosters creativity and motivation. - It leads to efficient handoffs. - It eliminates the need for handoffs. --- **Question 4** **What characterizes functional-oriented organizations in the context of DevOps?** - They centralize expertise and often have tall hierarchical structures. ✅ - They prioritize speed over cost. - They have a flat organizational structure. - They focus on cross-functional collaboration. --- **Question 5** **What is a key characteristic of market-oriented organizations in the context of DevOps?** - They optimize for responding quickly to customer needs. ✅ - They prioritize reducing costs. - They are highly specialized in specific functions. - They have a centralized decision-making structure. --- **Question 6** **How can organizations enable market orientation without a large-scale reorganization?** - By embedding functional engineers into each service team. ✅ - By centralizing all functional engineers. - By reducing the number of cross-functional teams. - By outsourcing critical services. --- **Question 7** **According to Dr. Roberto Fernandez, what are the three primary types of organizational structures that inform how DevOps value streams are designed?** - Functional, matrix, market ✅ - Agile, Scrum, Kanban - Product, project, service - Technical, managerial, operational --- **Question 8** **Which of the following is critical for high-velocity organizations with functional orientation?** - A culture that values shared goals ✅ - A high number of silos - A low level of trust - A lack of automation --- **Question 9** **What is a characteristic of market-oriented teams?** - They are cross-functional and responsible for the entire service lifecycle. ✅ - They focus solely on feature development. - They are centralized and hierarchically structured. - They are primarily concerned with optimizing for cost. --- **Question 10** **In matrix-oriented organizations, what challenge often arises?** - Complicated organizational structures ✅ - High levels of autonomy - Rapid decision-making - Clear division of labor ---