Category: ITIL DPI – Direct, Plan, Improve

OPTIONS To establish and regularly review the goals cascade throughout the organization To develop and regularly review IT measurements and metrics To annually review and approve IT projects to maximize business value To establish and regularly review the effectiveness of risk management and internal controls...

An IT manager is planning improvements. They have identified four stakeholders and how they will be affected by the improvement. Which two stakeholder groups have high impact and high involvement? 1. Customers, who will see improved value from the services 2. IT director, who will...

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...

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...

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...

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...