Question 06:

With reference to the mobile app to provide basic tracking of the companys vehicles, what answer option BEST explains what happened from an ITSM principles perspective and is LOGICALLY CONSISTENT (logically consistent means that all parts in a paragraph are true in relation to all other parts in the paragraph)?

A.

A basic principle of ITSM is value co-creation. Value refers to the business benefits as perceived by the business customer of an IT service. Co-creation means that value creation must occur through active consumer collaboration. The IT developer did not involve the business customer at all and therefore did not understand value from the business customers perspective and could not create value for the business customer or for the IT department. In addition, the IT developer introduced excessive risk into the IT service by excluding the customer who would otherwise have helped to define the IT service for value creation. The result was a costly waste of time and reputational damage for the IT department.

B.

Principles of DevOps include the union of development and operations, agile development methodologies and the unique principles of culture, automation, lean, measurement and sharing (CALMS). DevOps requires development to be done in small batches or sprints which reduces the risks of developing the wrong software and enables rapid feedback from the users. Anything problematic can be backed out relatively safely and the cost to correct the software is kept small. The IT developer did not use a DevOps team that included a business representative and did not develop the app in small batches and sprints. The result was a costly waste of time and reputational damage for the IT department.

C.

A basic principle of ITSM is value co-creation. Value refers to the amount of money the business will make from an IT service. Co-creation means that value creation must occur through active consumer collaboration. The IT developer did not involve the business customer at all and therefore did not understand value from the business customers perspective and could not create value for the business customer or for the IT department. In addition, the IT developer introduced excessive risk into the IT service by excluding the customer who would otherwise have helped to define the IT service for value creation. The result was a costly waste of time and reputational damage for the IT department.

D.

A basic principle of ITSM is value co-creation. Value refers to the business benefits as perceived by the business customer of an IT service. Co-creation means that value creation must be carefully determined by IT. The IT developer did not involve the business customer at all and therefore did not understand value from the business customers perspective and could not create value for the business customer or for the IT department. In addition, the IT developer introduced excessive risk into the IT service by excluding the customer who would otherwise have helped to define the IT service for value creation. The result was a costly waste of time and reputational damage for the IT department.

E.

ITSM is based on the four dimensions of organisations and people, information and technology, partners and suppliers and value streams and processes. All four dimensions need to be considered since they interact and overlap unpredictably. Failing to do so can result in low-quality, low-efficiency or undelivered IT services. In addition, there are multiple factors that can impact the four dimensions and these factors require a PESTEL analysis to assess the political, economic, social, technological, environmental and legal macro-environmental factors. The IT developer did not do a PESTEL analysis. The result was a costly waste of time and reputational damage for the IT department.