Online Access Free ITIL4-DPI Practice Test

An organization is making a major improvement to how they create and deliver IT services. They need to collect feedback about what issues staff have with the improvement.
Which is an appropriate method for this?

• A.Ask managers to provide information about staff attitudes to the change
• B.Send frequent email updates explaining the importance of the change
• C.Provide responses to frequently asked questions (FAQ) on a website
• D.Provide managers with the tools they need to manage people through the change

A service provider has a small technical support team, who are based in a remote location and provide support to a critical service. The support group have a reputation for providing excellent service. Head office, who control budget decisions, are implementing an improvement project for the service.
What should the service provider do FIRST to identify the support team's involvement in the project?

• A.Initiate a discussion with the support group to understand their preferred method of communication
• B.Agree a method for involving the support team in financial decisions
• C.Inform the support team that they will receive regular email updates
• D.Use the same method of communication as agreed with all project stakeholders

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

A legacy financial system requires the user to manually enter the time and date of transactions to meet regulatory requirements. A recent internal audit has shown that these fields are often blank.
Which are TWO effective controls that could improve compliance?
* Modify the application to automatically add the current date and time when a transaction is entered
* Establish a communication plan to remind users of the importance of including the date and time on transactions
* Develop a goals cascade so that all staff know their role in achieving company goals
* Create a report showing non-compliant records and take appropriate action to correct them

• A.2 and 3
• B.3 and 4
• C.1 and 4
• D.1 and 2

A manager is planning which interfaces will be needed across the value stream when a new service is created.
Which of these steps should be carried out FIRST?

• A.Identify practices that will be used to create and manage the service
• B.Identify tools that will be used to develop and deploy the service
• C.Identify and involve stakeholders in the service
• D.Identify utility and warranty requirements for the service