Category: ITIL DPI – Direct, Plan, Improve

An organization is adopting agile methodologies. The IT department is centralized at the corporate office. The infrastructure operations manager is frustrated with the development teams using agile because they are not following any established standards. What is the best method of communication to improve the...

A service provider is planning a major change to its services and the way it delivers them. The project will include many changes to the working practices of staff. The service provider expects resistance to these changes and would like to manage communication in a...

A CIO is trying to gain funding and executive level support for an enterprise data warehouse. Which is the best approach for gaining support for the new IT service? OPTIONS Develop a value stream map detailing how existing IT staff and systems can be leveraged...

A management consultant has been hired to help a multinational organization improve corporate governance, risk management, and compliance. Who would the consultant primarily work with to understand the current state of governance? OPTIONS The board of directors The largest shareholders The internal audit committee The...

OPTIONS Automated workflow Electronic badge entry system Documented policies and processes Required fields in forms ANSWER Documented policies and processes EXPLANATION Controls are countermeasures or safeguards that provide reasonable assurance that the objectives will be achieved and undesired events will be either prevented or detected...

A commercial service provider is creating a new strategic plan. It has developed the following tactics and operational plans: Tactic 1 – acquire new resilient infrastructure Tactic 2 – launch services by region Operational plan 1 – operate infrastructure to meet service levels Operational plan...

A small company is investing heavily in a new product line that it believes is critical to business success. To support the effort, every department has been asked to allocate staff to this project. The CIO is looking for ways to support the effort without...

OPTIONS Larger, more mature organizations often use policies, but modern organizations often rely more on guidelines Guidelines are simplified policies that are easier to follow because they do not recommend specific procedures Policies are used where there are external regulatory requirements, but guidelines are used...