Tag: ITIL V4

An organization has decided to use the ITIL continual improvement model to help them work more effectively. After six months, the IT director asked managers to show how much improvement they had made. The managers produced reports showing how well things were working, but did...

An organization uses several teams to develop and deploy new services. The new services are always received well by the consumers, but the organization thinks that the overall flow of activities could be improved. Which approach is the best to assess this situation? OPTIONS Documenting...

OPTIONS A policy A control A guideline A tactic ANSWER A guideline EXPLANATION As the dress code is suggested (not mandated), this is an example of a guideline. A guideline is a recommended practice that allows some discretion in its interpretation, implementation, or use.

Project managers are constantly having to compete for and reallocate specialist staff. As a result, the specialists’ priorities are constantly changing and they are frequently required to delay work on one task in order to complete a task that has been given a higher priority....

OPTIONS Ensure that every change is reviewed by a customer representative Increase the frequency of meetings where changes are assessed Measure the percentage of changes that deliver the expected value Increase the number of standard changes that are available for use ANSWER Increase the number...

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...

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...

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...

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...

An organization is going through a major crisis. The crisis has created significant challenges for the organization and to cope it has introduced major changes to its operations. Marketing and promotional communications that were scheduled before the crisis are still being sent to internal and...