Tag: ITIL

An organization has IT divisions distributed globally. As the organization has grown, it has become difficult to align the activities of the IT divisions with the organization’s objectives. How can the organization ensure that all IT activities are aligned with the organization’s objectives? OPTIONS Put...

An organization has encouraged users to offer feedback about their experience of a service via email or the user portal. This worked well for a while, but the feedback has slowed down. How could the organization help to encourage more use of these feedback channels?...

OPTIONS Planning Direction Improvement Governance ANSWER Planning EXPLANATION Plans are always important but particularly so in large organizations because plans improve coordination. In every organization, plans help to avoid waste and reduce risk.

An organization wants to improve the value stream they use to modify critical services. A common complaint about this value stream is the amount of rework that occurs when requirements are not clear. What improvement will help to reduce the rework and improve the flow...

OPTIONS A success factor A key performance indicator A metric A measurement ANSWER A success factor EXPLANATION A success factor describes a condition or characteristic that must be achieved for something to be considered successful.

OPTIONS Risks depend on value, outcomes, and costs Outcomes depend on value, costs, and risks Costs depend on outcomes, risks, and value Value depends on outcomes, costs, and risks ANSWER Value depends on outcomes, costs, and risks EXPLANATION ITIL 4 discusses achieving value by considering...

A service provider has developed a strategy to increase its revenue by launching a new cloud storage service. This strategy is being cascaded down to the technical teams. Which is a relevant objective that will support the strategy? OPTIONS Average number of storage access failures...

OPTIONS IT risk management is a specialized skill and should be performed only by specially trained staff When IT services fail because of unidentified risk, responsible staff must be held accountable IT staff objectively identify potential risks in their own work IT staff are responsible...

A growing IT department requires all decisions to be made by IT executives. The CIO is aware that it takes too much time to make decisions at that level, and it would be more effective to delegate it to staff closest to the work. Which...

OPTIONS Ensuring that organizational policies are established and implemented Consistently following documented management expectations and intentions Ensuring effective operational activity to achieve an organization’s objectives Producing evidence to ensure that relevant regulations are followed ANSWER Ensuring that organizational policies are established and implemented EXPLANATION Every...