A service provider must demonstrate compliance to an international standard before a new service consumer will sign a contract with them. What method would be most helpful in this situation? OPTIONS SWOT analysis SLA achievement analysis Gap analysis Maturity assessment ANSWER Gap analysis EXPLANATION The...
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January 8, 2022 admin
Certification Exams Questions, ITIL DPI - Direct, Plan, Improve
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An organization has a project to replace all of its desktop computers, using several support teams. Which is an example of a progress measurement for this project? OPTIONS Number of desktop computers replaced without following an approved procedure Percentage of desktop computers replaced within the...
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January 8, 2022 admin
Certification Exams Questions, ITIL DPI - Direct, Plan, Improve
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OPTIONS A business case A gap analysis An improvement review A lessons-learned analysis ANSWER An improvement review EXPLANATION An improvement review is an evaluation using metrics and other evidence to determine whether an improvement has achieved its desired outcomes and if not, what needs to...
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January 8, 2022 admin
Certification Exams Questions, ITIL DPI - Direct, Plan, Improve
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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...
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January 8, 2022 admin
Certification Exams Questions, ITIL DPI - Direct, Plan, Improve
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A service provider has a good reputation for delivering services to a fast-changing market in which consumers find it easy to switch providers in response to social trends. The service provider wants to perform an assessment to identify how to improve its services and maintain...
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January 8, 2022 admin
CSM - Certified Scrum Master
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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...
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January 8, 2022 admin
Certification Exams Questions, ITIL DPI - Direct, Plan, Improve
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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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