Online Access Free ITIL4-DPI Practice Test

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

An organization uses an external service provider to develop and support a critical application. They have asked the supplier to make improvements as users have been complaining that the application is difficult to use.
What would be a suitable SMART KPI for measuring this improvement?

• A.Customer satisfaction with the application measured by using net promoter score increases by 5% each year
• B.A significant number of user interface improvements implemented over the next six months
• C.Usability of the application evaluated by the application manager improves from "poor" to "good" over the next six months
• D.User satisfaction with the application measured in a monthly survey increases by 30% over the next six months

Which BEST describes the relationship between planning and risk?

• A.Planning should always consider risks and how to mitigate them
• B.Planning is a high-level function, risk management is a tactical activity
• C.Planning focuses on what needs to be accomplished, risk management is part of how work is to be performed
• D.Risk management is the exclusive domain of dedicated risk managers

An organization recently established a continual improvement team to promote and enable continual improvement throughout the SVS. The members of the team are discussing the team's role in continual improvement across the organization.
Which is the BEST description of the team's role in this situation?

• A.The team should focus on the improvement of the 'continual improvement' practice
• B.The team should be the central point of responsibility for the identification, proposal, and implementation of all improvements
• C.The team should ensure that everyone in the organization is empowered and trained to identify and propose improvements
• D.The team should ensure that every improvement initiative strictly follows the steps in the ITIL continual improvement model

A service provider is implementing a new self-service portal for users to request access to IT services. The portal will be made available to 5000 users across 50 sites.
Which is the BEST guidance for producing guidelines for users of the self-service portal?

• A.Circulate detailed guidelines to users for using the self-service portal to request access to IT services
• B.Provide guidelines for using the self-service portal for access requests to the service desk staff so that they can help users
• C.Produce simple guidelines for users of the self-service portal for access requests, making it clear who to contact for exceptions
• D.Provide guidelines outlining the difference from previous methods of requesting access to IT services