Online Access Free ITIL4-DPI Exam Questions

An organization has determined that a significant percentage of incidents have delayed resolutions because they are escalated to the wrong team, and need to be reassigned before they can be resolved. They plan to improve the flow of work by improving the accuracy of incident escalation.
What is this an example of?

• A.Organizational change management
• B.Addressing the four dimensions
• C.Elimination of waste
• D.Collecting feedback

An organization recently established a continual improvement team to promote and enable continual improvement throughout the SVS. The members of the team are discussing the team's role in continual improvement across the organization.
Which is the BEST description of the team's role in this situation?

• A.The team should ensure that every improvement initiative strictly follows the steps in the ITIL continual improvement model
• B.The team should be the central point of responsibility for the identification, proposal, and implementation of all improvements
• C.The team should ensure that everyone in the organization is empowered and trained to identify and propose improvements
• D.The team should focus on the improvement of the 'continual improvement' practice

Which is a result of an organization following the local laws of a country where it operates?

• A.Increased risk
• B.Improved compliance
• C.Improved governance
• D.Increased value

A CIO has made value stream mapping a key part of an IT improvement effort. A value stream map for existing services is being developed.
Which approach would produce the BEST results?

• A.Hire an organizational change management consultant to identify the attitudes, behaviours, and cultural changes that are required to make value streams more effective
• B.Hire process consultants to develop process maps, and minimize the involvement of staff in the design of the future state of the value stream
• C.Ask stakeholders to collaborate to optimize and eliminate waste, and establish metrics for measuring improvement
• D.Ask stakeholders to document all value stream activities for which they are responsible, then assign team members to each activity to develop improvements

At the start of an organizational change initiative, the managers of an organization ensure that stakeholders know what the change is supposed to achieve and encourage them to discuss it.
Which organizational change management requirement does this MOST contribute to?

• A.Sustained improvement
• B.Willing and prepared participants
• C.Strong and committed leadership
• D.Clear and relevant objectives