Online Access Free ITIL4-DPI Practice Test

Which BEST describes a value stream?

• A.A structured approach to organizational change, so that staff members feel valued
• B.A flexible and simple guide that supports improvement initiatives
• C.The way an organization applies specific resources to tasks
• D.Steps that add value to a unit of work being processed in the service value chain

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

The manager of a team of highly skilled professionals often handles challenging problems personally in an effort to demonstrate expertise.
Which TWO are the MOST LIKELY consequences of this behaviour?
* Decisions take longer
* Employee morale improves
* Decisions are made quickly
* Employee morale suffers

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

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.Publish a printed weekly newsletter that clearly and consistently communicates change
• D.Establish office hours where staff are encouraged to visit without appointments and discuss their concerns

In an organization, IT teams are working on documented, structured, and systematic processes for all customer-facing work.
Which concept is this an example of?

• A.A balanced scorecard
• B.A risk
• C.A control
• D.A method