ITIL4-DPI 무료 덤프문제 온라인 액세스

An organization is drafting a plan to achieve its strategic goals and is ensuring that they consider the involvement of all appropriate stakeholders at all levels in the organization.
Which guiding principle are they applying?

• A.Think and work holistically
• B.Collaborate and promote visibility
• C.Keep it simple and practical
• D.Focus on value

An internal service provider is creating a business case to justify the purchase of a new service management toolset. The business case includes several options from multiple vendors.
Which is MOST important to include in the business case?

• A.An evaluation of organizational constraints on the use of the toolset
• B.A description of how the guiding principles will be used to implement the toolset
• C.The techniques used to develop the service provider's strategy
• D.The risks to the toolset vendors of not selecting their product

At the start of an organizational change initiative, the managers of an organization ensure that stakeholders know what the change is supposed to achieve and encourage them to discuss it.
Which organizational change management requirement does this MOST contribute to?

• A.Willing and prepared participants
• B.Strong and committed leadership
• C.Sustained improvement
• D.Clear and relevant objectives

A service provider is improving its 'service desk' practice and has established the success factor:"improved user satisfaction with the service desk." Which is the BEST key performance indicator for measuring this?

• A.Increase average time to answer phones by 5%
• B.Reduce time to resolve the underlying cause of incidents
• C.Accelerate service request fulfilment by the end of quarter 2
• D.10% increase in calls resolved without escalation by end of the year

A company has a new, global line of business that has changed how the IT department supports the systems.
Recognizing the need for two-way communication for the required changes, IT managers need better ways of obtaining feedback.
Which describes the BEST approach for establishing effective feedback channels?

• A.Initiate a project to select and implement a collaboration tool to facilitate two-way communication with staff
• B.Publish a printed weekly newsletter that clearly and consistently communicates change
• C.Establish office hours where staff are encouraged to visit without appointments and discuss their concerns
• D.Research how individual teams communicate internally and use the most popular collaboration tools to collect feedback