An organization is planning to introduce a major change to how incidents are reported and resolved. Users will be encouraged to log incidents on a self-service portal where possible and IT staff will be required to adopt new ways of logging and resolving incidents. Success...
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January 8, 2022 admin
Certification Exams Questions, ITIL DPI - Direct, Plan, Improve
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An organization’s leadership team is enthusiastic about a series of recent improvements and the many additional improvement initiatives currently underway. The employees are less enthusiastic and the leaders have noticed signs of stress and increased absence. Even workers who are known to be high-performers, are...
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January 8, 2022 admin
Certification Exams Questions, ITIL DPI - Direct, Plan, Improve
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An organization is creating a policy for logging and managing a wide variety of incidents. The organization operates in a highly regulated environment it is essential that the policy is adhered to and that deviations are considered unacceptable. Which two are the best guidance to...
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January 8, 2022 admin
Certification Exams Questions, ITIL DPI - Direct, Plan, Improve
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OPTIONS Direction Methods Improvement Planning ANSWER Direction EXPLANATION Directing is defined as leading, conducting, or guiding someone or ordering something. This includes setting and communicating the vision, purpose, objectives, and guiding principles for an organization or team. It may also include leading or guiding the...
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January 8, 2022 admin
Certification Exams Questions, ITIL DPI - Direct, Plan, Improve
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An organization offers telephone support to users. It has recently introduced a self-service system for user support. At the same time, the organization introduced a policy which states that any incidents logged using the telephone will not be given a high priority. Some groups of...
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January 8, 2022 admin
Certification Exams Questions, ITIL DPI - Direct, Plan, Improve
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An organization is going through a major crisis. The crisis has created significant challenges for the organization and to cope it has introduced major changes to its operations. Marketing and promotional communications that were scheduled before the crisis are still being sent to internal and...
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January 8, 2022 admin
Certification Exams Questions, ITIL DPI - Direct, Plan, Improve
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A support team handles user queries on a daily basis. One of the metrics agreed for this activity is average number of queries processed by a team member per day. Which type of measurement is this an example of? OPTIONS Progress Effectiveness Compliance Productivity ANSWER...
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January 8, 2022 admin
Certification Exams Questions, ITIL DPI - Direct, Plan, Improve
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OPTIONS Continual improvement Organizational change management Change enablement Measurement cascades ANSWER Organizational change management EXPLANATION OCM aims to convince people of a change’s value in order to reduce resistance.
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January 8, 2022 admin
Certification Exams Questions, ITIL DPI - Direct, Plan, Improve
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Six months ago a service provider developed and implemented a new value stream to resolve problems that were causing incidents. Initially metrics showed that problems were being resolved quickly. However, recently there have been complaints that problems have taken too long to resolve. The organization...
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January 8, 2022 admin
Certification Exams Questions, ITIL DPI - Direct, Plan, Improve
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An organizational change has resulted in many employees being unhappy with their changed roles. The project team had a party to celebrate the success of the change, and this caused the employees to be even more unhappy. Which communication principle should have been followed to...
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January 8, 2022 admin
Certification Exams Questions, ITIL DPI - Direct, Plan, Improve
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