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NEW QUESTION 23
When an organization has initiated an IT transformation project, which 'organizational change management' activity should it carry out FIRST?
- A. Develop a value stream map of the desired future changes
- B. Create a clear picture of what is changing and why it is valuable
- C. Create corrective action plans for staff who are resistant to the change
- D. Communicate areas of waste that can be eliminated
Answer: B
NEW QUESTION 24
Which value chain activity ensures that products deliver stakeholder expectations for quality?
- A. Plan
- B. Engage
- C. Obtain/build
- D. Design and transition
Answer: D
NEW QUESTION 25
In an organization, a service desk team employs experienced staff who have worked there for many years and have good relationships with support teams. The organization has a good improvement culture, and staff are encouraged to use their experience and identify improvements. They are developing a new policy for handling incidents.
Which is the BEST approach for this new policy?
- A. Implement the policy to the service desk staff initially before informing other affected support teams
- B. Ensure that all teams involved in incident resolution collaborate in the development of the policy
- C. Ensure that any identified exceptions are excluded from the policy to improve clarity
- D. Engage with stakeholders to ensure that as much detail as possible is included in the policy
Answer: B
NEW QUESTION 26
The CIO of a large multi-national organization has noticed that the whole IT department are performing poorly. The CIO is committed to changing the behaviour patterns of their staff to improve performance across the whole IT department.
Which of the following will BEST help to improve staff behaviour?
- A. Running safe to fail experiments that provide learning opportunities
- B. Comparing the cost of delay' between work items to ensure that financially valuable work is prioritized
- C. Adopting Kanban boards to visualise the flow of work across software development teams
- D. Implementing CI/CD toots to deploy software quickly
Answer: A
NEW QUESTION 27
An organization is reviewing the support of its IT services.
Which is an example of an 'outside in' approach?
- A. Contacting the organization's ITSM software tool provider to learn about software updates which might improve the support of the services
- B. Understanding how infrastructure and application suppliers are involved in the end-to-end value chain for the support of services
- C. Asking for feedback from the internal technical teams to ensure they are able to deliver against the support requirements
- D. Conducting customer and user satisfaction surveys to gather feedback on how customers and users perceive the support of IT services
Answer: D
NEW QUESTION 28
Which describes the value driven approach to service design?
- A. An iterative approach based on frequent feedback, continual experimentation, and learning to ensure value co-creation
- B. The practice of analyzing a business, defining its needs, and recommending solutions that create value for stakeholders
- C. A process improvement philosophy that prioritizes flow efficiency over resource efficiency
- D. Designing just enough features to satisfy early customers, and providing feedback for future development
Answer: B
NEW QUESTION 29
Which statement is CORRECT when considering a transformation to high velocity IT?
- A. All organizations benefit from high velocity
- B. Customer-facing systems should be excluded from the change
- C. High-velocity IT should be applied throughout the organization
- D. High performance is usually part of the change
Answer: D
NEW QUESTION 30
Which is a method for value-driven, data-driven and user-centered service design?
- A. Design thinking
- B. The MoSCoW method
- C. Stakeholder analysis
- D. Balanced scorecard
Answer: A
NEW QUESTION 31
What do design thinking and service-dominant logic have in common?
- A. Both involve collaborating with customers to ensure their needs are met
- B. Both focus solely on the needs and problems of the consumers
- C. Both require clearly defined requirements and acceptance criteria
- D. Both focus on product functionality and on building new features
Answer: A
NEW QUESTION 32
What BEST describes the relationship between planning and risk?
- A. Planning focuses on what needs to be accomplished, risk management is part of how work is to be performed
- B. Planning should always consider risks and how to mitigate them
- C. Planning is a high level function, risk management is a tactical activity
- D. Risk management is the exclusive domain of dedicated risk managers
Answer: B
NEW QUESTION 33
Which is included in onboarding?
1. Negotiating service targets with customers
2. Building awareness of the new consumer
3. Ensuring resources are prepared for service provision
4. Designing the service components and infrastructure
- A. 1 and 4
- B. 2 and 3
- C. 3 and 4
- D. 1 and 2
Answer: B
NEW QUESTION 34
Which is an example of results-based measurement and reporting?
- A. Measuring and reporting the customer satisfaction with closed incidents
- B. Measuring and reporting the cost of providing a service to customers and users
- C. Measuring and reporting the number of supplier-related interruptions to a service
- D. Measuring and reporting the number of hours worked by service desk employees
Answer: A
NEW QUESTION 35
A software development team makes many hundreds of small changes every week.
Who can BEST make the decision of whether to accept each change?
- A. The sponsor in the service consumer organization
- B. The other members of the software development team
- C. The IT change manager
- D. The software development manager
Answer: B
NEW QUESTION 36
An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently.
What is the FIRST step the organization should take to start to improve the situation?
- A. Encourage teams to collaborate so they can focus on value for users
- B. Review skills and competencies of user support staff to ensure they have the required capability
- C. Use value stream mapping to help understand the end-to-end flow of user support
- D. Improve the integration of tools to ensure there are no gaps between processes
Answer: C
NEW QUESTION 37
Which BEST describes the primary role of a governing body?
- A. To establish and regularly review the effectiveness of risk management and internal controls
- B. To develop and regularly review IT measures and metrics
- C. To establish and regularly review the goals cascade throughout the organization
- D. To annually review and approval of IT projects to maximize business value
Answer: A
NEW QUESTION 38
Which can act as an operating model for an organization?
- A. Continual improvement
- B. The service value chain
- C. The ITIL guiding principles
- D. The four dimensions of service management
Answer: B
NEW QUESTION 39
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