Category: ITIL DPI – Direct, Plan, Improve

A new CIO has been a part of the executive team’s development of a new strategic plan for the company. The plan calls for a significant transformation of the IT department to meet aggressive goals and objectives. Before starting the major IT transformation, what should...

The management of an IT service provider believes that while their staff is well-trained, enthusiastic, and cooperative, their work often puts them in conflict with each other. The management team believes this is because staff performance measurement is not aligned with the organization’s strategy. Which...

OPTIONS Formally documenting statements of management expectations Enhancing the ability of a service or product to deliver value Creating a method of achieving a service provider goal Guiding the service provider organization ANSWER Enhancing the ability of a service or product to deliver value EXPLANATION...

An office supply company has launched a new portal for corporate customers with the goal of increasing repeat business by evaluating buying patterns and making proactive purchase recommendations. Which performance indicator best measures if the goal is being met? OPTIONS The availability of the new...

A new technology company has experienced rapid growth and success. The management wants to introduce a holistic approach to continual improvement that ensures all improvement efforts are coordinated and support the company mission. Which two approaches would BEST support this objective? 1. Assign responsibility for...

The CIO of a large multinational organization has received complaints that work is slowing down as staff is often overwhelmed when trying to comply with controls. This is creating unintended and undesirable effects in other parts of the organization. In response, the CIO has asked...

A network security engineer is defining the controls needed to protect firewalls. What is the first thing they should do to determine the correct controls? OPTIONS Review existing firewall rules and controls to ensure that there has been no deterioration Review the risk register to...