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ITIL 4 - (DPI) Direct, Plan, Improve (SP2) [EN]

Official sample paper 2 - practice worksheet for the exam (incl. question numbers)

Subject
Economy / Business administration
Language of creation
English
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Card 21

Question

(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?

Answer

  • A business case
  • A gap analysis
  • An improvement review
  • A lessons-learned analysis

Card 22

Question

(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?

Answer

  • Number of desktop computers replaced without following an approved procedure
  • Percentage of desktop computers replaced within the allocated task time
  • Number of desktop computers replaced by each support team per month
  • Percentage of desktop computers replaced and confirmed as being complete

Card 23

Question

(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?

Answer

  • SWOT analysis
  • SLA achievement analysis
  • Gap analysis
  • Maturity assessment

Card 24

Question

(24) An organization wants to improve their 'change enablement' practice.

Which improvement activity BEST demonstrates the use of the guiding principle 'optimize and automate'?

Answer

  • Ensure that every change is reviewed by a customer representative
  • Increase the frequency of meetings where changes are assessed
  • Measure the percentage of changes that deliver the expected value
  • Increase the number of standard changes that are available for use

Card 25

Question

(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?

Answer

  • Increased throughput
  • Reduced work item age
  • Reduced wait time
  • Increased work in progress

Card 26

Question

(26) An organization has a suggested dress code for its employees.

What is this an example of?

Answer

  • A control
  • A policy
  • A guideline
  • A tactic

Card 27

Question

(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?

Answer

  • Building a business case
  • Replace the current management team
  • Value stream mapping
  • Documenting the associated risks or controls

Card 28

Question

(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?

Answer

  • Where do we want to be?
  • Did we get there?
  • What is the vision?
  • Where are we now?

Card 29

Question

(29) Which activity is part of governance?

Answer

  • Ensuring that organizational policies are established and implemented
  • Consistently following documented management expectations and intentions
  • Ensuring effective operational activity to achieve an organization's objectives
  • Producing evidence to ensure that relevant regulations are followed

Card 30

Question

(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?

Answer

  • Establish financial authorization limits for all staff, so staff are authorized to make decisions within their financial limits
  • Delegate decisions to the most available person at the time a decision is needed, to avoid delays
  • Develop a value stream map for making decisions, and use 'continual improvement' to eliminate waste in the process
  • Delegate low-risk decisions to lower levels in the organization, keep governance and high-risk changes with the IT executive team

Card 31

Question

(31) Which statement BEST describes the role of IT staff in risk management?

Answer

  • IT risk management is a specialized skill and should be performed only by specially trained staff
  • When IT services fail because of unidentified risk, responsible staff must be held accountable
  • IT staff objectively identify potential risks in their own work
  • IT staff are responsible for contributing to the effective management of risks

Card 32

Question

(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?

Answer

  • Average number of storage access failures per month
  • Increase profit by launching new wi-fi services into new geographic markets
  • Achieve a 10% increase in service requests fulfilled in the target time
  • Design and implement new infrastructure by the end of quarter 2

Card 33

Question

(33) What is the relationship between the costs, risks, outcomes, and value of a service?

Answer

  • Costs depend on outcomes, risks, and value
  • Risks depend on value, outcomes, and costs
  • Value depends on outcomes, costs, and risks
  • Outcomes depend on value, costs, and risks

Card 34

Question

(34) An organization wants to ensure that its releases do not compromise the security of the live environment.

What is this an example of?

Answer

  • A success factor
  • A key performance indicator
  • A metric
  • A measurement

Card 35

Question

(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?

Answer

  • Encourage collaboration to ensure people get the information that they need
  • Ensure that control points are necessary and automate controls where possible
  • Establish effective communication channels when onboarding new partners
  • Empower people with the authority to quickly approve tasks at control points

Card 36

Question

(36) Which is the BEST description of ‘methods’?

Answer

  • Techniques used to achieve a strategy
  • Systematic ways to do work
  • Activities over which a person has authority
  • Visual representations of how an organization co-creates value

Card 37

Question

(37) An organization uses routine procedures for its daily activities.

What is this an example of?

Answer

  • Tactics
  • Strategy
  • Operation
  • Vision

Card 38

Question

(38) Which concept includes the coordination of work to avoid waste and reduce risk?

Answer

  • Planning
  • Direction
  • Governance
  • Improvement

Card 39

Question

(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?

Answer

  • Ensure that all feedback is anonymous so that users feel more confident in sending their comments
  • Produce regular management reports showing number of feedback reports received and trends over time
  • Encourage users to send feedback via social media and instant messaging
  • Provide a response to all feedback and share improvement initiatives with the users

Card 40

Question

(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?

Answer

  • Establish increasingly detailed objectives at each level of the organization that align directly with the objectives of the layer above
  • Collect feedback from both organizational and IT leadership from each region
  • Put compliance controls in place to ensure that all centres of expertise are following the same practices
  • Prioritize risk mitigation strategies in alignment with the organization's risk appetite

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