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A manager often focuses on avoiding risk, and blames staff when things go wrong. The manager also does not listen to suggestions and allow experimentation. This has resulted in a lack of innovation in the manager's team, and several of the team's senior members have left the organization.

Which behaviours from safety culture would allow this manager to increase innovation and retain more staff?

1. Focus on inclusion and ignore toxic relationships

2. Treat failures as improvement opportunities

3. Encourage continual organizational learning

4. Encourage collaboration and discourage conflict

An IT department is planning to make significant investments in new testing technology that will enable them to provide much more reliable services.

What does this situation describe?

Which is a challenge when onboarding individual consumers?

ADealing with a large number of consumers with varied skills and backgrounds

BIdentifying the consumers' needs because they do not communicate them clearly

CProviding marketing material tailored to the needs of service consumer

DIdentifying the customer that can represent the service consumer

An organization wants to introduce a new service. There are many teams that will contribute to the design, development and transition of the service.

Which approach should the organization follow when creating a value stream for this new service?

ACreate one value stream for the entire project, to enable an end-to-end, holistic vision of the service

BCreate separate value streams for practices, people, tools and suppliers, to ensure that the 'four dimensions' are considered equally

CCreate separate value streams for every project phase, to ensure that each milestone is achieved using agile techniques

DCreate one value stream for each team, to allow the teams to focus on their different objectives

A commercial service provider is creating a new strategic plan. It has developed the following tactics and operational plans:

* Tactic 1 - acquire new resilient infrastructure

* Tactic 2 - launch services by region

* Operational plan 1 - operate infrastructure to meet service levels

* Operational plan 2 - train staff on new infrastructure skills.

Which strategy do these tactics and operational plans support?

AIncrease revenue by introducing a new range of services

BIdentify customer needs for new services by researching market

CEnsure improved handling of service requests by training staff

DEnsure successful deployment by preparing implementation plan for new services

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