Category: ITIL DPI – Direct, Plan, Improve

An organization is undergoing a digital transformation. One of their objectives is to increase customer engagement through the new digital services. Senior management believes the IT department is not evolving fast enough to deliver on the new organizational vision. Which IT management action is most...

A consultant analysing an IT organization’s maturity has identified that many of the activities were carried out ad-hoc, and there was significant variance in how work was being performed. The consultant also identified that a lot of the work was unnecessary for the successful delivery...

An organization in a highly-regulated industry is considering adopting agile practices. The management team is concerned with maintaining compliance to regulatory requirements while empowering teams at every level to make key decisions. Which approach would most likely help the company overcome this challenge? OPTIONS Establish...

A service desk team is consistently receiving poor customer feedback that highlights a slow and ineffective service. Which is the best way to carry out an assessment that focuses on an appropriate scope and discovers what is contributing to the poor service? OPTIONS The assessment...

An IT organization has engaged a consultant to help them plan improvements. The consultant has reviewed documents and interviewed staff to understand the organization’s vision and its current state. What should the consultant and the organization do next? OPTIONS Agree to a high-level direction for...