(10) What helps people to understand the value of an initiative, and reduces their resistance?
(21) An organization has made some changes to its website. The organization has asked users for their opinions of the new design.
What is this activity part of?
(33) What is the relationship between the costs, risks, outcomes, and value of a service?
(29) Which activity is part of governance?
(2) An organization is looking for a way to optimize decision-making in order to increase performance and keep risks under control.
Which solution would support these objectives?
(20) Which BEST describes the primary role of a governing body?
(36) Which is the BEST description of ‘methods’?
(34) An organization wants to ensure that its releases do not compromise the security of the live environment.
What is this an example of?
(18) An IT manager is planning improvements. They have identified four stakeholders and how they will be affected by the improvement.
Which TWO stakeholder groups have high impact and high involvement?
(1) Which statement about value streams and practices is CORRECT?
(19) A service provider has a good reputation for delivering services to a fast changing market in which consumers find it easy to switch providers in response to social trends. The service provider wants to perform an assessment to identify how to improve its services and maintain their competitive position in the market.
Which is the BEST assessment method for the service provider to use?
(3) An organization has a vision to become the manufacturer which sells the most number of cars globally. The organization is considering many improvements and wants to prioritize the improvement outcomes.
Which improvement initiative should be given the HIGHEST priority?
(23) A service provider must demonstrate compliance to an international standard before a new service consumer will sign a contract with them.
What method would be MOST helpful in this situation?
(37) An organization uses routine procedures for its daily activities.
What is this an example of?
(22) An organization has a project to replace all of its desktop computers, using several support teams.
Which is an example of a progress measurement for this project?
(9) Six months ago a service provider developed and implemented a new value stream to resolve problems that were causing incidents. Initially metrics showed that problems were being resolved quickly. However, recently there have been complaints that problems have taken too long to resolve. The organization wants to evaluate and improve the value stream.
Which is the BEST approach to optimize the workflow through the value stream?
(4) What are the two costs that every service relationship must consider?
(27) An organization uses several teams to develop and deploy new services. The new services are always received well by the consumers, but the organization thinks that the overall flow of activities could be improved.
Which approach is the BEST to assess this situation?
(8) An organizational change has resulted in many employees being unhappy with their changed roles. The project team had a party to celebrate the success of the change, and this caused the employees to be even more unhappy.
Which communication principle should have been followed to avoid this happening?
(26) An organization has a suggested dress code for its employees.
What is this an example of?
(39) An organization has encouraged users to offer feedback about their experience of a service via email, or the user portal. This worked well for a while, but the feedback has slowed down.
How could the organization help to encourage more use of these feedback channels?
(38) Which concept includes the coordination of work to avoid waste and reduce risk?
(15) An organization is creating a policy for logging and managing a wide variety of incidents. The organization operates in a highly regulated environment; it is essential that the policy is adhered to and that deviations are considered unacceptable.
Which TWO are the BEST guidance to follow when creating the policy?
(31) Which statement BEST describes the role of IT staff in risk management?
(7) An organization has received many complaints from users and customers of poor service from the service desk. They are creating a business case for replacing the service desk tool. The new tool will address some of the issues, however there is resistance to the expense of replacing the existing tool.
What is MOST important for the business case should focus on?
(32) A service provider has developed a strategy to increase its revenue by launching a new cloud storage service. This strategy is being cascaded down to the technical teams.
Which is a relevant objective that will support the strategy?
(11) A support team handles user queries on a daily basis. One of the metrics agreed for this activity is ‘average number of queries processed by a team member per day’.
Which type of measurement is this an example of?
(30) A growing IT department requires all decisions to be made by IT executives. The CIO is aware that it takes too much time to make decisions at that level, and it would be more effective to delegate it to staff closest to the work.
Which is the BEST approach for delegating more decisions to staff?
(35) An organization wants to improve the value stream they use to modify critical services. A common complaint about this value stream is the amount of rework that occurs when requirements are not clear.
What improvement will help to reduce the rework and improve the flow of work across this value stream?
(24) An organization wants to improve their 'change enablement' practice.
Which improvement activity BEST demonstrates the use of the guiding principle 'optimize and automate'?
(14) Which concept includes ensuring everyone knows what should be done and why?
(12) An organization is going through a major crisis. The crisis has created significant challenges for the organization and to cope it has introduced major changes to its operations. Marketing and promotional communications that were scheduled before the crisis are still being sent to internal and external recipients. These communications are now irrelevant because of the crisis.
Which communications principle is MOST LIKELY being ignored by the organization?
(5) An organization works in a highly regulated industry. A new regulation has been introduced that requires additional information to be recorded about users each time the service desk logs an incident in the service logging tool. They want to put controls in place to ensure that the regulation is followed.
Which is the BEST approach?
(28) An organization has decided to use the ITIL continual improvement model to help them work more effectively. After six months, the IT director asked managers to show how much improvement they had made. The managers produced reports showing how well things were working, but did not have any data to show that this was better than the original situation.
Which step of the continual improvement model was NOT followed effectively?
(40) An organization has IT divisions distributed globally. As the organization has grown, it has become difficult to align the activities of the IT divisions with the organization's objectives.
How can the organization ensure that all IT activities are aligned with the organization's objectives?
(6) An organization’s leadership team is working hard to develop a culture of continual improvement. The leaders want to encourage behaviours that support and enable successful and timely improvement initiatives.
Which behaviour should NOT be encouraged by the leaders?
(17) An organization is planning to introduce a major change to how incidents are reported and resolved. Users will be encouraged to log incidents on a self-service portal where possible and IT staff will be required to adopt new ways of logging and resolving incidents. Success of the initiative is critical to the organization, but resistance to change is anticipated.
Which is the BEST approach to ensure success?
(25) Project managers are constantly having to compete for and reallocate specialist staff. As a result, the specialists’ priorities are constantly changing and they are frequently required to delay work on one task in order to complete a task that has been given a higher priority.
How do these constantly changing priorities affect the organization's performance measures?
(13) An organization offers telephone support to users. It has recently introduced a selfservice system for user support. At the same time, the organization introduced a policy which states that any incidents logged using the telephone will not be given a high priority. Some groups of users, such as business developers who travel, cannot access the self-service system, and have complained that they are not receiving good service.
What is the BEST way to resolve this situation?
(16) An organization’s leadership team is enthusiastic about a series of recent improvements and the many additional improvement initiatives currently underway. The employees are less enthusiastic and the leaders have noticed signs of stress and increased absence. Even workers who are known to be high-performers are being less productive.
What is the MOST LIKELY reason for the changes in the employees’ behaviour?
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