Tag: ITIL

A support team handles user queries on a daily basis. One of the metrics agreed for this activity is average number of queries processed by a team member per day. Which type of measurement is this an example of? OPTIONS Progress Effectiveness Compliance Productivity ANSWER...

OPTIONS Continual improvement Organizational change management Change enablement Measurement cascades ANSWER Organizational change management EXPLANATION OCM aims to convince people of a change’s value in order to reduce resistance.

Six months ago a service provider developed and implemented a new value stream to resolve problems that were causing incidents. Initially metrics showed that problems were being resolved quickly. However, recently there have been complaints that problems have taken too long to resolve. The organization...

An organizational change has resulted in many employees being unhappy with their changed roles. The project team had a party to celebrate the success of the change, and this caused the employees to be even more unhappy. Which communication principle should have been followed to...

An organization has received many complaints from users and customers of poor service from the service desk. They are creating a business case for replacing the service desk tool. The new tool will address some of the issues, however there is resistance to the expense...

An organization’s leadership team is working hard to develop a culture of continual improvement. The leaders want to encourage behaviors that support and enable successful and timely improvement initiatives. Which behavior should NOT be encouraged by the leaders? OPTIONS Risk-taking Celebrating successes Fast feedback Perfectionism...

An organization works in a highly regulated industry. A new regulation has been introduced that requires additional information to be recorded about users each time the service desk logs an incident in the service logging tool. They want to put controls in place to ensure...

OPTIONS The cost of providing the service and the cost of improving the service The cost introduced by the service and the cost removed by the service The cost of creating the service and the cost charged for the service The cost of applications and...

An organization has a vision to become the manufacturer which sells the most number of cars globally. The organization is considering many improvements and wants to prioritize the improvement outcomes. Which improvement initiative should be given the highest priority? OPTIONS A low-cost, low-effort investment to...

An organization is looking for a way to optimize decision-making in order to increase performance and keep risks under control. Which solution would support these objectives? OPTIONS Ensure that all decisions are made by a small group of high-ranking authorities Delegate as much management decision-making...