Tag: ITIL V4

OPTIONS When project plans have been finalized When planning changes to service components When initiating a change program When planning the launch of a new product or service component ANWER When initiating a change program EXPLANATION Organizational change management should begin as soon as planning...

An organization that has led its market for software has seen a sharp decline in local installations of its software. Customers are increasingly preferring its subscription-based cloud solution. As the organization rapidly adapts its product offering to favor subscription-based cloud solutions, some people within the...

Recently released IT services have been impacted by downtime and availability issues. The IT operations and support teams admit that products and services are being selected, designed and delivered without their involvement. Which is the best approach to engage operations and support teams throughout the...

OPTIONS Removing risk from the consumer is the primary objective of a service Costs introduced by the service should be equal to the cost removed from the consumer Value cannot be achieved by accepting additional risks Value can be created by accepting additional costs ANSWER...

A small, highly reactive IT department has struggled to balance the need to respond to incidents and challenging operational demands while managing project work. As a result, customer commitments are regularly missed, with customers frequently calling to check on the status of work requests. Which...

An improvement project failed to create the expected value because the team did not spend enough time thinking about how successful the solution would be. What would have helped to prevent this failure? OPTIONS Kanban Risk management Measurement and reporting Cascading objectives ANSWER Risk management...

OPTIONS Governance Management Improvement Compliance ANSWER Compliance EXPLANATION Compliance is both the act and result of ensuring that a standard or set of guidelines are followed, or that proper, consistent accounting or other practices are being employed.

An organization recently completed a major system implementation that is a part of a wider modernization effort. Although the implementation was completed, there were many challenges and issues. Which approach can best help future implementation projects to be more successful? OPTIONS Use new team members...

As a result of a recent assessment, IT staff have created many improvement outcomes. Recognizing that not all of them can be achieved, IT managers must prioritize some over others. What should their primary consideration be when prioritizing the improvement outcomes? OPTIONS The highest number...

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...