ITIL-4-DPI Exam Questions & Answers PDF

2024 PeopleCert ITIL-4-DPI Exam ITIL Questions & Answers (Full Version) Thank you for Purchasing ITIL-4-DPI Exam www.dumpsplanet.com Questions and Answers PDF...

2024 PeopleCert ITIL-4-DPI Exam ITIL Questions & Answers (Full Version) Thank you for Purchasing ITIL-4-DPI Exam www.dumpsplanet.com Questions and Answers PDF 1/113 Question: 1 What is the concept of Directing? A. Leading, conducting, or guiding someone, or ordering something, including setting and communicating the vision, purpose, objectives, and guiding principles for an organization or team. B. Leading, conducting, or guiding someone, or ordering something but this does not includes setting and communicating the vision, purpose, objectives, and guiding principles for an organization or similar concepts. C. Refers only to leading or guiding the organization or team towards its objectives. D. A person who directs people or things or who may have been given some kind of authority Answer: A Explanation: A. 2 Key terms and concepts 2.1.1 Direction Definition: Directing: Leading, conducting, or guiding someone, or ordering something. This includes setting and communicating the vision, purpose, objectives, and guiding principles for an organization or team. It may also include leading or guiding the organization or team towards its objectives. Question: 2 "A deliberately introduced change that results in increased value for one or more stakeholders." It refers to: A. Value B. Agreement C. Improvement D. Standard change Answer: C Explanation: C. 2.1.3 Improvement Definition: Improvement A deliberately introduced change that results in increased value for one or more stakeholders. Question: 3 Why direction, planning, and improvement matter? A. Direction allows contributors to understand their roles, Planning creates a shared understanding of how work will be organized and managed and Improvement no matter what their role is B. Direction is often provided from the top down, Planning creates a shared understanding of how work will be organized and managed and Improvement is a critical component of any successful organization C. Direction allows contributors to understand their roles, Planning has a scope of control, which is distinct from their scope of influence and Improvement no matter what their role is D. Direction is eading, conducting, or guiding someone, or ordering something, Planning A defined www.dumpsplanet.com Questions and Answers PDF 2/113 aspiration of what an organization would like to become in the future and Improvement is a critical component of any successful organization Answer: B Explanation: B. 1.1 Why direction, planning, and improvement matter When multiple people are involved in business activities, coordination and collaboration are crucial. Because organizations are usually hierarchical, direction is often provided from the top down. Unless the objectives and actions of groups at different levels of the organization are planned and aligned, their desired outcomes are unlikely to be achieved. Even if they are achieved, poor coordination often results in waste, including missteps, restarts, and rework. Planning creates a shared understanding of how work will be organized and managed, allowing contributors to understand their roles, and to coordinate and collaborate efficiently and effectively. Finally, improvement is a critical component of any successful organization. Identifying and acting upon improvement opportunities ensures that the organization will grow and remain successful and competitive Question: 4 Everyone has a................. A corporate leader’s authority is typically defined as part of their role and acknowledged by those around them. An employee in another role may have a................. limited to a few direct reports. Others, have................. limited to themselves and their own activities. It refers to the area(s) or activities over which a person has the authority to direct the actions of others or define the required outcomes. The blank is the: A. Scope of control B. Area of influence C. Scope of influence. D. Scope of authority Answer: A Explanation: A. 1.1.1 Scope of control Definition: Scope of control The area(s) or activities over which a person has the authority to direct the actions of others or define the required outcomes. Question: 5 Vision is: A. A recommended practice that allows some discretion in its interpretation, implementation, or use. B. Formally documented management expectations and intentions, used to direct decisions and activities. C. A short but complete description of the overall purpose and intentions of an organization. D. A defined aspiration of what an organization would like to become in the future. Answer: D Explanation: www.dumpsplanet.com Questions and Answers PDF 3/113 D. 1.2.1.1 Vision and mission Definition: Vision A defined aspiration of what an organization would like to become in the future. Definition: Mission A short but complete description of the overall purpose and intentions of an organization. 1.2.1.2 Policies and guidelines Definition: Policy Formally documented management expectations and intentions, used to direct decisions and activities. Definition: Guideline A recommended practice that allows some discretion in its interpretation, implementation, or use. Question: 6 There is always risk associated with an organization’s activity; the primary risk is usually that its objectives will not be achieved. In the context of ITIL® 4: Direct, Plan and Improve, understanding risk is essential to maximizing results while minimizing harm or loss. Risks should be considered for many reasons. Risk is A. Can not be defined as uncertainty of outcome or be used in the context of measuring the probability of positive outcomes as well as negative outcomes. B. A recommended practice that allows some discretion in its interpretation, implementation of compliance, or use. C. A possible event that could cause harm or loss, or make it more difficult to achieve objectives. D. Countermeasures or safeguards that provide reasonable assurance that objectives will be achieved E. and undesired events will be either prevented or detected and corrected. Answer: C Explanation: C. 1.2.1.3 Risks and controls Definition: Risk A possible event that could cause harm or loss, or make it more difficult to achieve objectives. Can also be defined as uncertainty of outcome and can be used in the context of measuring the probability of positive outcomes as well as negative outcomes. Question: 7 What ensures that everyone in an organization has a shared understanding of its mission and objectives, and that they understand what is expected of them in relation to achieving those objectives? A. Guideline B. Control C. Successful direction D. Policy Answer: C Explanation: C. 1.2.2 Successful direction www.dumpsplanet.com Questions and Answers PDF 4/113 Successful direction ensures that everyone in an organization has a shared understanding of its mission and objectives, and that they understand what is expected of them in relation to achieving those objectives. The success of direction at all levels can then be viewed as the degree to which: each group understands its objectives each individual understands their expected contribution these groups and individuals act in accordance with the direction they have been given. Question: 8 When an organization (or a person) has a direction and an objective, it must decide how it will progress towards it. The organization needs a(n): A. Operation B. Strategy C. Tactic D. Plan Answer: D Explanation: D. 1.3 Planning When an organization (or a person) has a direction and an objective, it must decide how it will progress towards it. The organization needs a plan. 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. Question: 9............... are the specific methods by which a strategy is enacted. A. Strategies B. Planning C. Operations D. Tactics Answer: D Explanation: D. 1.3.1.2 Tactics and tactical planning Key message Tactics are the specific methods by which a strategy is enacted. If, after a period of time, a tactic is determined to be unsuccessful in enacting a strategy, it may need to be altered or abandoned. Question: 10 A hotel group might initiate its guest satisfaction programme tactic by performing satisfaction surveys, collecting complaint information, analysing data, selecting areas to improve, creating a marketing campaign, and so on. The routine running and management of an activity, product, service, or other www.dumpsplanet.com Questions and Answers PDF 5/113 configuration item is called: A. Method B. Operation C. Improvement D. Strategy Answer: B Explanation: B. 1.3.1.3 Operations and operational planning Definition: Operation The routine running and management of an activity, product, service, or other configuration item. Following on from the previous example again: the hotel group might initiate its guest satisfaction programme tactic by performing satisfaction surveys, collecting complaint information, analysing data, selecting areas to improve, creating a marketing campaign, and so on. Depending on the environment’s complexity, operations may include predictable, repeating, well- documented work, but also managing unusual situations. Operational procedures should be well known, as staff are typically expected to follow them. Sometimes, specialists involved in an activity should define unique courses of action. Either way, it is common to have agreed methods and techniques for operational activities. Question: 11 Analyze the options below and their definition, and choose the wrong statement: A. Strategy is the broad approach or course of action defined by an organization for achieving its objectives. B. Improvement a accidentally introduced change that results in increased value for one or more stakeholders. C. Control is the means of managing a risk, ensuring that a business objective is achieved, or that a process is followed. D. A method is a way, technique, or process for doing something. Methods are structured and systematic. Answer: B Explanation: B. 1.4 Improvement It is extremely rare for a situation to involve a real beginning, one with nothing before it. Almost every activity in an organization can, therefore, be seen as an improvement activity. Definition: Improvement: A deliberately introduced change that results in increased value for one or more stakeholders. Improvement relies on comparison. Something can only be improved in comparison to another state. Our definition also implies that there is agreement on what constitutes ‘better’. Finally, improvement means change. Without changes to some aspect of the current state, there can be no change to outcomes. Question: 12 www.dumpsplanet.com Questions and Answers PDF 6/113 For a service provider, the improvement of services can be expected to be a central focus; but that could imply, among other things, an improvement in some areas. What is NOT a area of improvement in a service provider scope? A. Service performance B. Profitability C. Adoption of the service by users D. Distributed marketing Answer: D Explanation: D. Distributed marketing as concept does not exist in the DPI area of stufy. 1.4.1 Universal applicability of improvement Any part of the ITIL service value system (SVS) can be improved. For a service provider, the improvement of services can be expected to be a central focus; but that could imply, among other things, an improvement in: service performance profitability adoption of the service by users. When a desired improvement is identified, the organization should evaluate which changes are likely to instigate it. For example, a service provider wanting to improve profitability by reducing costs could reduce personnel costs or increase efficiency. These actions may require improving processes, or elements of the service value chain. Organizations should think and work holistically, understanding the potential impacts of their actions on the entire system before forging ahead. Question: 13 About risk care and continual improvement: A. Both are everybody's responsibility in the company B. Risk is responsibility from compliance area; Continual improvement is everybody’s responsibility C. Both are responsibility of specific areas in the organization D. They are independent areas and does not correlate Answer: A Explanation: A. 1.4.2 Universal involvement in improvement Continual improvement is everybody’s responsibility. Everyone in an organization can contribute to continual improvement. This means that everyone should understand the role of improvement in the SVS, and the basics of planning and implementing improvements. 2.3.1 Role of risk and risk management in direction Everyone is responsible for participating in and contributing to risk management, because there are potential risks in everyone’s actions. Actively managing risks should be habitual. Question: 14 "A system in which the behaviour of agents changes and they self-organize in response to events." What is this statement talking about? www.dumpsplanet.com Questions and Answers PDF 7/113 A. Adaptive system B. Artificial intelligence C. Design thinking D. Machine learning Answer: A Explanation: A. Glossary (ITIL 4 DPI Book) Adaptive system: A system in which the behaviour of agents changes and they self-organize in response to events. Question: 15 Organizations commonly plan on multiple levels. These levels are, at a minimum, strategic, tactical, and operational. These three levels should be closely linked to each other and to the organizational objectives. What is the definition of operation? A. A way, technique, or process for doing something. Methods are structured and systematic B. A broad approach or course of action defined by an organization for achieving its objectives C. Are the specific methods by which a strategy is enacted. D. The routine running and management of an activity, product, service, or other configuration item Answer: D Explanation: D. 1.3.1.3 Operations and operational planning All work at an organization’s operational level is performed in service of its established objectives, and in alignment with its strategy and tactics. Definition of Operation: The routine running and management of an activity, product, service, or other configuration item. Question: 16 During a significant organizational crisis, the company has implemented extensive operational changes. However, pre-crisis marketing and promotional messages continue to be sent to both internal and external audiences, despite their irrelevance in the current situation. Which communication principle is the organization likely neglecting? A. We are all communicating all the time B. Timing and frequency matter C. Communication is a two-way process D. The message is in the medium Answer: B Explanation: B. “Communication must be proportionate, relevant, and appropriate at the time. For example, raising a minor issue is senseless when everyone is preoccupied with a major incident.” Ref 6.1.2.3 www.dumpsplanet.com Questions and Answers PDF 8/113 Question: 17 Measurement and reporting provide a means of objective quantification, so that everyone has the same information from which to make decisions. A. Coordinated progression relies on a shared understanding of three aspects, EXCEPT: B. Historical performance C. Future desired state D. Current state performance E. Degree of achieved improvement from a previous state. Answer: C Explanation: B. 1.5 The role of measurement and reporting Coordinated progression relies on a shared understanding of: historical performance current state performance the degree of achieved improvement from a previous state. Question: 18 In a competitive market, where internal operations are under scrutiny to maximize business value, the CIO has been tasked with validating the alignment of IT services with company objectives and the realization of expected business value. Which strategy will best ensure this alignment and value generation? A. Create a metrics cascade that traces organizational goals and objectives to IT service metrics B. Develop IT service metrics that illustrate the outcomes users can attain through the provided IT services C. Formulate a business case for essential IT systems, substantiating a positive return on investment D. Generate a value stream map for each IT service, emphasizing the areas where IT directly delivers value to customers Answer: A Explanation: A. A metrics cascade is a way of connecting service metrics with the organization's goals and objectives. "For an organization to make good decisions, it must measure the right things. This can be done by connecting what is measured to the organization’s desired outcomes and the purpose it wants to fulfil." Ref 4.2.2.1 Question: 19 About the value, outcomes, costs, and risks in direct, plan, and improve, what is the INCORRECT statement? A. Achieving desired outcomes requires resources, and therefore costs, and is often associated with risk B. Service providers help consumers to achieve outcomes and, in doing so, adopt some of the www.dumpsplanet.com Questions and Answers PDF 9/113 associated risks and costs C. Service relationships can introduce new risks and costs and can negatively affect some of the desired outcomes, while supporting others D. An improvement objective may be to hide risks or pay more attention to unnecessary costs and effective services Answer: D Explanation: D. 1.8 Value, outcomes, costs, and risks in direct, plan, and improve Achieving desired outcomes requires resources, and therefore costs, and is often associated with risk. Service providers help consumers to achieve outcomes and, in doing so, adopt some of the associated risks and costs. However, service relationships can introduce new risks and costs and can negatively affect some of the desired outcomes, while supporting others. These concepts are reflected in many aspects of direction, planning, and improvement. For example, an improvement objective may be to reduce risks or eliminate unnecessary costs. When an organization has defined its mission and strategy, it will determine the direction of its service portfolio. Therefore a shift in the strategy may cause a corresponding shift in the portfolio. An organization may, however, choose to accept additional risk, increased costs, or diminished outcomes if this will create the possibility of increased value as it chooses to measure it. For example, pursuing new and unproven technologies may introduce significantly greater risk, but this may be acceptable if the potential rewards are correspondingly great. Question: 20 Which concept encompasses orchestrating tasks to enhance efficiency and minimize potential inefficiencies and hazards? A. Planning B. Direction C. Improvement D. Governance Answer: A Explanation: A. "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." Ref 1.3 Question: 21 Internal control regimes exist in all major economies; they protect organizations’ assets, earning capacities, and reputations. Corporate governance facilitates effective, entrepreneurial, and prudent management that facilitates long-term success. Regarding to key governance structures and their roles what is a role in governance for directors? A. Responsible for appointing auditors to ensure effective governance B. Responsible for supporting the board of directors by providing an independent assessment of www.dumpsplanet.com Questions and Answers PDF 10/113 management performance and conformance C. Providing the leadership to implement strategy D. Setting all objectives and reporting to stakeholders Answer: C Explanation: C. 2.2.1 Governance structures used for decision-making Table 2.1 Key governance structures and their roles Role in governance for board of directors: Responsible for their organization’s governance. Specific responsibilities include: setting strategic objectives providing the leadership to implement strategy supervising management reporting to shareholders. Question: 22 In an operating model, which components are ESSENTIAL for its completeness? 1 - A comprehensive depiction of the value co-creation process. 2 - Well-defined operational policies and procedures. 3 - Performance metrics and reporting mechanisms for substantiating achievements. 4 - Articulation of the organization's self-governance and operational framework A. 1 and 2 B. 2 and 3 C. 3 and 4 D. 1 and 4 Answer: D Explanation: D. (1) and (4) Correct. An operating model "is a conceptual and/or visual representation of how an organization co-creates value with its customers and other stakeholders, as well as how the organization runs itself." Ref 1.6.2 Question: 23 Governance decisions are made at the highest levels of an organization, but most decisions should be made by other teams or areas within it. As much authority as possible should be delegated, so long as the required outcomes are consistently produced. A. One way to assess the assignment of decision-making authority is: B. To weigh risk C. To avoid risks D. To mitigate issues E. To stabilize outcomes Answer: B Explanation: A. www.dumpsplanet.com Questions and Answers PDF 11/113 2.2.2 Placing decision-making at the right level "One way to assess the assignment of decision-making authority is to weigh risk. Decisions that present significant risk should be made via mechanisms that provide more structure and review. Decisions that present little risk should be performed, as far as possible, by those performing the related work." Question: 24 In the context of an IT improvement initiative with a CIO's leadership, where the primary goal is to create a value stream map for existing services, which approach is most likely to yield the most favorable results? A. Engage process consultants to generate comprehensive process maps while minimizing staff participation in the design of the future state of the value stream B. Task value stream stakeholders with documenting all process steps within their purview, subsequently assigning team members to each step for the development of improvement strategies C. Retain an 'organizational change management' consultant to identify the requisite attitude, behavioral, and cultural shifts necessary to enhance the effectiveness of value streams D. Encourage value stream stakeholders to collaboratively identify strategies for optimization, waste reduction, and the establishment of performance metrics Answer: D Explanation: D. This answer involves all value stream stakeholders, and the development of current and future state maps as a group. It also includes a definition of throughput metrics that will facilitate measuring improvements. "Once the current state of the value stream has been defined, the group should determine improvements that can be made and map what the future state will look like after they are implemented. This exercise is usually focused on identifying waste and improving the flow." Ref 3.3.4 Question: 25 Organizations typically invest huge amounts to act on their strategies. This investment is reflected in the portfolios that they develop and maintain. To deliver business objectives, an organization undertakes projects, which combine to form its project portfolio. What is the purpose of the portfolio management practice? A. Set and provides an objective, a plan can be used to define how to move towards the desired state B. To ensure that the organization has the right mix of programmes, projects, products, and services to execute its strategy within its funding and resource constraints C. To ensure that changes in an organization are implemented smoothly and successfully, and that lasting benefits are achieved by managing the human aspects of the changes D. To support good decision-making and continual improvement by reducing uncertainty Answer: B Explanation: B. 2.4 Portfolio management: a key decision-making practice Organizations typically invest huge amounts to act on their strategies. This investment is reflected in the portfolios that they develop and maintain. To deliver business objectives, an organization undertakes projects, which combine to form its project portfolio. Service provider organizations’ portfolios, in www.dumpsplanet.com Questions and Answers PDF 12/113 particular, are key artefacts which articulate their overall strategy. Key message The purpose of the portfolio management practice is to ensure that the organization has the right mix of programmes, projects, products, and services to execute its strategy within its funding and resource constraints. Question: 26 What category does the organization's goal to safeguard the security of the live environment fall into? A. A success criterion B. A fundamental performance measure C. A quantitative measure D. An assessment metric Answer: A Explanation: A. "A success factor describes a condition or characteristic that must be achieved for something to be considered successful." Ref 4.2.3.1 Question: 27 The objective of portfolio prioritization and optimization is to categorize items within a portfolio based on agreed criteria. The most common criteria are financial, such as cost and value; others may include strategic alignment, risk, and complexity. A. Prioritizing a portfolio is crucial: B. when determining where investments will add the most value C. when there is a risk that they might inadvertently make harmful decisions D. if the service provider is part of a larger organization E. if It ensures that the people involved in implementing improvement initiatives do so effectively and efficiently Answer: B Explanation: A. 2.4.2 Prioritizing and optimizing portfolio decisions and communications "Prioritizing a portfolio is crucial when determining where investments will add the most value." Question: 28 Business cases vary in content and structure. Organizations may require the same content in all of their business cases, or they may have different requirements depending on the proposed investment. What can be an impact for a simple business case structure? A. Presents and summarizes the business case. It describes the proposal and the business objectives it addresses B. Describes the risks associated with the business case, whether or not action is taken. It describes the options for progressing, and mitigation plans to address risks of failure. www.dumpsplanet.com Questions and Answers PDF 13/113 C. Describes the expected outcomes of the business case, quantitative or qualitative D. Describes and clarifies recommended actions based on all the information in the business case Answer: C Explanation: C. 2.4.3.1 Building a business case Table 2.2 Simple business case structure Business impacts/outcomes: Describes the expected outcomes of the business case, quantitative or qualitative. Question: 29 An organization is in the process of planning a substantial transformation in how incidents are reported and resolved. The objective is to encourage users to employ a self-service portal for incident logging, while simultaneously necessitating that IT personnel adopt new procedures for reporting and resolving incidents. The organization regards the success of this initiative as pivotal, yet it expects resistance to change. What is the MOST EFFECTIVE strategy to ensure the success of this initiative? A. Conduct training sessions for support staff on the new procedures and utilize the service desk to notify users of the change, enabling them to seek clarification when needed. B. Leverage a combination of communication channels such as email, social media, posters, and meetings to disseminate information about the changes, ensuring maximum outreach. C. Establish a new social media platform dedicated to communicating the change and encourage all staff to engage by posting comments about the new operational methods. D. Opt for communication methods that are well-known to each group of stakeholders and implement feedback mechanisms that allow for anonymity if preferred. Answer: D Explanation: D. The communication must include a way of soliciting feedback that staff will find easy to use. "Because communication is a two-way process, as well as actively eliciting feedback, it is important to ensure that static feedback channels are available and known to stakeholders." "Anonymity might be required to provide the feeling of security; however, in order to address the feedback, it is useful to know the source. Anonymous feedback can be actionable, but it raises some challenges; for example, it is often difficult to collect additional information about the feedback, engage in further dialogue, or reassure stakeholders that their feedback has been addressed. It is often easiest to leave the choice between anonymous and personalized feedback to the stakeholders." Ref 6.1.6 Question: 30 Ensuring that governance, risk, and compliance are each addressed appropriately can be complicated and time-consuming. Organizations, depending on their size, may have a person or team responsible for implementing the governing body’s decisions and any GRC activities. It is crucial that the governing body understands the GRC function’s role in relation to other departments. A. It must understand the GRC function’s accountability for and responsibilities in the action below, EXCEPT: www.dumpsplanet.com Questions and Answers PDF 14/113 B. Include extensive interactions between the service provider and the users C. Making specifically delegated decisions D. Providing clarity to the rest of the organization based on these decisions E. Monitoring the progress that management teams make towards implementing the solutions necessary to realize the governing body’s objectives. Answer: B Explanation: A. It is related to DSV module. 2.5.1 Understanding the role of GRC in decision-making and directing strategies and actions "...accountability for and responsibilities in: making specifically delegated decisions providing clarity to the rest of the organization based on these decisions monitoring the progress that management teams make towards implementing the solutions necessary to realize the governing body’s objectives...." Question: 31 Control is the means of managing a risk, ensuring that a business objective is achieved, or that a process is followed. A. When organizations implement controls, they aim: B. to ensure that each control produces the desired result without creating unintended, undesirable consequences C. to ensure that certain data is available for audit purposes. D. control its data entry system so that relevant fields are required if a new record is to be saved E. identifying only the relevant measurements needed to ensure achievement of agreed objectives Answer: B Explanation: A. 2.5.2.2 Effective controls When organizations implement controls, they aim to ensure that each control produces the desired result without creating unintended, undesirable consequences. Question: 32 To streamline the value stream for modifying critical services and minimize rework caused by unclear requirements, which improvement strategy should be prioritized? A. Promote cross-functional collaboration to enhance information accessibility B. Evaluate the necessity of control points and automate them when feasible C. Develop efficient communication channels for partner onboarding D. Empower individuals with the ability to expedite task approvals at control points Answer: A Explanation: A. A common cause of rework is that people do not have the information that they need at the time they need it. “In the context of organizations and people, the principles, methods, and techniques relating to www.dumpsplanet.com Questions and Answers PDF 15/113 communication and OCM help in beginning to establish interfaces. The value chain and respective value streams should be examined, considering how well the interfaces enable people to work together. It is important to ensure that everyone has access to the relevant knowledge, information, and people at the right times.” Ensuring people have the information that they need, at the time they need it, also helps to improve the flow of work. Ref 7.3.1.6 Question: 33 Considering defining and ensuring compliance, what organizational governance does NOT ensures? A. Performance and compliance are monitored against established direction and objectives B. Direction is set through prioritization and decision-making C. Monitoring user satisfaction constantly to improve service experience D. Stakeholder needs, conditions, and options are evaluated to determine balanced, established objectives Answer: C Explanation: C. 2.5.3 Defining and ensuring compliance Organizational governance ensures that: stakeholder needs, conditions, and options are evaluated to determine balanced, established objectives direction is set through prioritization and decision-making performance and compliance are monitored against established direction and objectives. Question: 34 When a management consultant is engaged to enhance corporate governance, risk management, and compliance within a multinational organization, who would be the PRIMARY group the consultant collaborates with to gain insight into the current state of governance? A. The board of directors B. The largest shareholders C. The internal audit committee D. The service management office Answer: A Explanation: A. The board of directors are "Responsible for their organization’s governance". Ref 2.2.1, tab 2.1 Question: 35 Assessments may be designed to be single use or part of a regular programme that tracks the evolution of an organization’s capabilities. They should occur before improvement initiatives begin, throughout their progress, and at their conclusion. It is important that the assessment’s objective is understood before commencing. Some examples of assessment objectives are: 1 - To understand how well something is performing www.dumpsplanet.com Questions and Answers PDF 16/113 2 - To establish baselines for measuring the results of future improvement activities 3 - To understand whether an improvement initiative has met its objectives 4 - To track, assess, and evaluate service value realization Which option is FALSE regarding assessments? A. 1 and 2 B. 2 C. 2 and 4 D. 4 Answer: D Explanation: D. 3.1.1.2 Assessment objectives Some examples of assessment objectives are: to understand how well something is performing to establish baselines for measuring the results of future improvement activities to understand whether an improvement initiative has met its objectives to compare an organization’s performance with that of a competing organization to understand what needs to change to comply with a standard. Question: 36 The metrics/data mining method involves collecting relevant metrics or unprocessed data and processing them into new metrics. What is an example of PROS of metrics/data mining? A. Once metrics are established, progress can be measured without much additional effort B. Uniform measurement becomes increasingly difficult with larger and more complex organizations. C. Sometimes metrics are unreliable until the quality of the raw data improves D. Using well-understood metrics can establish a lean culture Answer: A Explanation: A. 3.1.2.1 Metrics/data mining Table 3.3 Pros and cons of metrics/data mining Pros Once metrics are established, progress can be measured without much additional effort. Data-driven efforts help management to target problems and respond quickly. Using well-understood metrics can help to establish a learning culture. Cons Uniform measurement becomes increasingly difficult with larger and more complex organizations. Sometimes metrics are unreliable until the quality of the raw data improves. Question: 37 What statement MOST ACCURATELY depicts the responsibility of IT staff in risk management? A. Risk management in IT is a specialized skill and should be exclusively conducted by trained experts www.dumpsplanet.com Questions and Answers PDF 17/113 B. Accountability must be assigned to IT staff when IT services fail due to unidentified risks C. IT staff impartially identify potential risks within their work D. IT staff play a pivotal role in contributing to the efficient management of risks Answer: D Explanation: D. All IT staff share responsibility for risk management. "Everyone is responsible for participating in and contributing to risk management because there are potential risks in everyone’s actions. Actively managing risks should be habitual." Ref 2.3.1 Question: 38 Lagging and leading indicators help organizations to understand historical performance and predict future trends. What are lagging indicators? A. Metrics that help to predict what is likely to happen in the future B. They are measures of unfinished work items C. They are the amount of time active items have been in progress D. Metrics that report what has already been achieved Answer: D Explanation: D. 4.3.4.1 Lagging and leading indicators Lagging and leading indicators help organizations to understand historical performance and predict future trends. Lagging indicators Metrics that report what has already been achieved. Lagging indicators appear in SLA reports and may be used to report historical trends. Leading indicators Metrics that help to predict what is likely to happen in the future. Leading indicators are often difficult to measure, but fairly easy to influence. There is usually a strong cause-and- effect relationship. Question: 39 Many communication methods are available and viable. Considering the examples of communication methods, what is the MOST CORRECT statement? A. Method: Meetings/workshops, Contact: Indirect, Timing: Should be near, Interaction: Low B. Method: Storytelling, Contact: Remote, Timing: Delayed, Interaction: High C. Method: Reports, Contact: Remote, Timing: Delayed, Interaction: Low D. Method: Social media, Contact: Direct, Timing: Delayed, Interaction: Low Answer: C Explanation: C. 6.1.5 Communication methods and media Table 6.1 Examples of communication methods Reports: www.dumpsplanet.com Questions and Answers PDF 18/113 Reports communicate information about specific topics and events. It is essential that the information and metrics being presented in a report are of use and interest to the audience. Contact: Remote Timing: Delayed Interaction: Low Question: 40 What does the guiding principle of 'start where you are' emphasize in the context of organizational transformation? A. The necessity of completely discarding existing structures B. The importance of rapid, immediate organizational changes C. The gradual and complex nature of becoming a service-oriented organization D. The need to focus solely on high-level aspirations for strategy development Answer: C Explanation: C. 8.2.2 Start where you are "It is important to remember the guiding principle of ‘start where you are’: transformation into a service- oriented organization is a gradual, complex, worthwhile endeavour, and organizations should leverage their existing structures and resources rather than starting again from nothing." Explanation:: The text stresses the importance of the guiding principle 'start where you are' in the context of organizational transformation. It emphasizes the gradual, complex, and worthwhile nature of transforming into a service-oriented organization, highlighting the leveraging of existing structures and resources rather than starting from scratch. Question: 41 "The area(s) or activities over which a person has the authority to direct the actions of others or define the required outcomes." What is this statement talking about? A. Directing B. Scope of control C. Vision D. Mission Answer: B Explanation: B. 1.1.1 Scope of control The guidance in this publication is intended to be useful to anyone, no matter what their role is. To understand that this guidance is applicable in multiple contexts, it is important to understand the concept of ‘scope of control’. Definition: Scope of control The area(s) or activities over which a person has the authority to direct the actions of others or define the required outcomes. Question: 42 www.dumpsplanet.com Questions and Answers PDF 19/113 Controls are countermeasures or safeguards that provide reasonable assurance that objectives will be achieved and undesired events will be either prevented or detected and corrected. Controls fall into three broad categories. What is NOT one of those categories? A. Organizational/procedural controls (policies, organization, ownership, training, processes) B. Structural/environmental controls (entries and exits, racks, network, machines, persons) C. Logical/technical controls (required fields, scripting, automated workflows) D. Physical controls (an electronic badge entry system, a metered intake valve) Answer: B Explanation: B. 1.2.1.3 Risks and controls Definition: Control The means of managing a risk, ensuring that a business objective is achieved, or that a process is followed. Controls are countermeasures or safeguards that provide reasonable assurance that objectives will be achieved and undesired events will be either prevented or detected and corrected. Controls fall into three broad categories: organizational/procedural controls (policies, organization, ownership, training, processes) logical/technical controls (required fields, scripting, automated workflows) physical controls (an electronic badge entry system, a metered intake valve). Question: 43 New approaches to leadership may be difficult for some individuals at the higher levels of an organization to learn and employ. Long experience in a hierarchical environment can create habits that are hard to change. However, the increase in flat organizations, self-organizing teams, and servant leadership shows a trend against traditional hierarchical structures. "A leadership that is focused on the explicit support of people in their roles". The statement above is related to: A. Modern leadership B. Leading from behind C. Effective leadership D. Servant leadership Answer: D Explanation: D. 8.1.1 Servant leadership Definition: Servant leadership Leadership that is focused on the explicit support of people in their roles. Question: 44 When an IT department is tasked with defining success factors to uphold the objective of "Help to reduce business risks for customers," which of the following success factors is MOST APPROPRIATE to support this goal? www.dumpsplanet.com Questions and Answers PDF 20/113 A. Prioritizing business risks by customers according to their likelihood and potential impact on customers B. Minimizing risks to IT services by implementing effective controls C. Prioritizing IT risks based on their likelihood and potential impact on the IT department D. Prioritizing IT risks based on their contribution to business risks Answer: D Explanation: D. Prioritizing IT risks based on how they contribute to business risks. This is an example of a success factor that supports an organizational goal. If IT risks are prioritized based on how they contribute to business risks then the IT department will be helping to reduce business risks for customers. "A success factor describes a condition or characteristic that must be achieved for something to be considered successful", and "Objectives at each level of the organization should support the objectives of its higher levels. For example, objectives set for an individual should support the team’s objectives. That team’s objectives must support the department’s objectives. They will cascade up and ultimately will support the organization’s objectives and mission." Ref 4.2.3.1, 4.2.2.4 Question: 45 Coordinated progression relies on a shared understanding of: historical performance current state performance the degree of achieved improvement from a previous state. What is CORRECT about the role of measurement and reporting? A. Measurement and reporting provide a means of subjective quantification B. Measurement and reporting can't provide predictive information but they can influence planning for the future C. Metrics are not useful for directing behaviour. However, they can provide subjective targets and ways for a team to evaluate its progress towards a target state D. Reporting at every level is used to communicate relevant information and create a shared, fact- based view of the area being reported on Answer: D Explanation: D. 1.5 The role of measurement and reporting Coordinated progression relies on a shared understanding of: historical performance current state performance the degree of achieved improvement from a previous state. (a) Measurement and reporting provide a means of objective quantification, so that everyone has the same information from which to make decisions. Measurement is the foundation of improvement activities of all kinds; it is used to objectively assess an organization’s current state. (d) Reporting at every level is used to communicate relevant information and create a shared, fact-based view of the area being reported on. (b) Measurement and reporting also provide predictive information that can influence planning for the future. However, they are not a substitute for critical thought; they are the beginning of good decision- making, not the end. (c) Metrics are useful tools for directing behaviour. They can provide objective targets and ways for a www.dumpsplanet.com Questions and Answers PDF 21/113 team to evaluate its progress towards a target state. Question: 46 An organization has implemented a self-service system for user support while introducing a policy that deprioritizes incidents logged via telephone support. However, certain user groups, like traveling business developers, cannot utilize the self-service system and are dissatisfied with the service provided. What is the MOST effective approach to address this issue? A. Provide additional training to user groups, such as business developers, on utilizing the self-service system B. Establish a governance, risk, and compliance function to align service desk operations with the organization's governing body C. Implement policy exceptions for users facing accessibility challenges due to their roles D. Assign a high priority to incidents logged by business developers to ensure equitable service Answer: C Explanation: C. Policies should be developed to include flexibility. "It is particularly important to provide flexibility in circumstances that are beyond the control of the people involved." Ref 2.5.2.1, tab 2.3 Question: 47 Through strategy management, organizations integrate the activities of their capabilities and functional areas in order to achieve long-term objectives. Strategy performance management tools are often used to evaluate financial and non-financial performance and progress towards long-term objectives. A. Strategy management includes three actions, EXCEPT: B. Choose to accept additional risk, increased costs, or diminished outcomes C. Specifying the organization’s mission, vision, and objectives D. Developing policies and plans which are designed to achieve the mission and objectives E. Allocating resources to implement policies and plans Answer: B Explanation: A. 2.1 Strategy management Strategy management includes: specifying the organization’s mission, vision, and objectives developing policies and plans which are designed to achieve the mission and objectives allocating resources to implement policies and plans. Question: 48 Six months ago, a service provider introduced a new value stream to address issues leading to incidents. Initially, metrics indicated that problems were being resolved swiftly. However, there have recently been grievances about prolonged resolution times for problems. The organization intends to assess and enhance the value stream. www.dumpsplanet.com Questions and Answers PDF 22/113 What is the MOST effective approach for streamlining the workflow within the value stream? A. Utilize throughput metrics to pinpoint bottlenecks causing delays in the value stream B. Employ metrics to assess the 'work item age' and recognize steps within the value stream responsible for delays C. Collect cycle time metrics to identify the steps in the value stream consuming the most resources D. Undertake a redesign of the value stream by delineating pertinent steps, value chain activities, and practices Answer: B Explanation: B. 'Work item age' will establish how long problems remain at each step and identify the steps that are possible bottlenecks. "Work item age: This is a measure of the amount of time active items have been in progress. It is a leading indicator for unfinished items, and highlights bottlenecks or blockers." Ref 4.3.4.3 Question: 49 Internal control regimes exist in all major economies; they protect organizations’ assets, earning capacities, and reputations. Corporate governance facilitates effective, entrepreneurial, and prudent management that facilitates long-term success. Regarding to key governance structures and their roles what is a role in governance for Shareholders? A. Responsible for supporting the board of directors by providing an independent assessment of management performance and conformance B. Responsible for appointing directors and auditors to ensure effective governance C. Providing the leadership to implement strategy D. Supervising management Answer: B Explanation: B. 2.2.1 Governance structures used for decision-making Table 2.1 Key governance structures and their roles Shareholders: Responsible for appointing directors and auditors to ensure effective governance Question: 50 What is the most accurate definition of improvement in the context of service management and delivery? A. The formal documentation of management's expectations and standards B. The augmentation of a service or product's capacity to provide value C. The development of a systematic approach for accomplishing a service provider's objectives D. Furnishing comprehensive guidance to the service provider organization Answer: B Explanation: B. Improvement is defined as "a deliberately introduced change that results in increased value for one or more stakeholders." Ref 1.4 www.dumpsplanet.com Questions and Answers PDF 23/113 Question: 51 Who dictates the parameters of directions issued throughout the organization and cause clear impact in the context of direction, planning, and improvement? A. Management B. Directors C. Governance D. Policies Answer: C Explanation: C. 2.2.3 The impacts of governance on direction, planning, and improvement In the context of direction, planning, and improvement, governance’s impacts are clear. Direction from a governing body will dictate the parameters of directions issued throughout the organization. Question: 52 When planning a significant transformation in services and working practices, with anticipation of staff resistance and a need for sensitive communication management, which approach is the MOST suitable? A. Utilize instant messaging for both communication and receiving feedback to ensure swift response for all affected staff B. Employ a combination of communication methods and incorporate a feedback mechanism that allows for anonymity to be preserved C. Dispatch an email to the affected staff with comprehensive details D. Apply a blend of communication methods and ensure any received feedback is transparently shared in a public forum Answer: B Explanation: B. Utilize a mix of communication methods and incorporate a feedback mechanism that allows anonymity to be maintained. Due to the need to handle communications sensitively, mixing up communication methods and providing a method for anonymous feedback is the most appropriate in this case. "Multiple channels could be needed, based on the type of feedback and the need for privacy or anonymity for those submitting it." Ref 6.1.6 Question: 53 Organizations typically invest huge amounts to act on their strategies. This investment is reflected in the portfolios that they develop and maintain. To deliver business objectives, an organization undertakes projects, which combine to form its project portfolio. Service provider organizations’ portfolios, in particular, are key artefacts which articulate their overall strategy. What is INCORRECT about portfolio management? A. Developing and maintaining any portfolio requires decisions on how the organization’s finite resources, including money, people, infrastructure, and facilities, can be deployed to the best effect, considering both the operational and strategic priorities www.dumpsplanet.com Questions and Answers PDF 24/113 B. Existing product, service, project, programme, and customer portfolios that do not align with the organization’s strategy may have to be realigned or terminated. C. Ongoing programmes and projects may also be suspended while those that support the strategy are delivered. D. Programmes and projects are undertaken to deliver compliance in all the areas of the organization, but engagement with the wider business is less essential for the real success Answer: D Explanation: D. 2.4 Portfolio management: a key decision-making practice "Programmes and projects are undertaken to deliver change in certain areas of the organization, but engagement with the wider business is vital for success." Question: 54 An organization employs multiple teams to create and roll out new services. These services are consistently well-received by consumers, but the organization believes that the overall operational efficiency can be enhanced. What is the MOST EFFECTIVE approach to evaluate this scenario? A. Documenting the related risks or controls B. Replacing the existing management team C. Implementing value stream mapping D. Constructing a business case Answer: C Explanation: C. "Value stream mapping is a method of visualizing the flow from demand or opportunity to value, and then planning how that flow can be improved." Ref 3.3 Question: 55 What is the objective of portfolio prioritization and optimization? A. supports and enables organizational growth B. is to categorize items within a portfolio based on agreed criteria C. focused on balancing effectiveness, agility, compliance and risk control for all changes in its scope D. develop a communication plan containing stakeholder information and details of education or awareness activities, and who should attend them Answer: B Explanation: B. 2.4.2 Prioritizing and optimizing portfolio decisions and communications The objective of portfolio prioritization and optimization is to categorize items within a portfolio based on agreed criteria. The most common criteria are financial, such as cost and value; others may include strategic alignment, risk, and complexity. Question: 56 www.dumpsplanet.com Questions and Answers PDF 25/113 A collaborative approach can be useful when developing a business case, possibly involving workshops with senior management and stakeholders. Key questions to ask include those below, EXCEPT: 1 - What problems are we looking to solve? 2 - What will be the scope of the product/service? 3 - Wht is the average of incidents? 4 - Who will be its consumers? 5 - What outcomes or added value are we expecting? 6 - Who will be the main outcomes and learned lessons? 7 - How will we measure success? 8 - How to improve the services? A. 3, 6 and 7 B. 1, 3 and 8 C. 2, 4 and 6 D. 3, 6 and 8 Answer: D Explanation: D. Options 3, 6 and 8 are related to the results (after deliver the service) 2.4.3.1 Building a business case Key questions to ask include: What problems are we looking to solve? What will be the scope of the product/service? Who will be its consumers? What outcomes or added value are we expecting? How will we measure success? Question: 57 A service provider operating in a rapidly changing consumer market with high competition is seeking ways to enhance its services and retain its competitive edge. They aim to identify areas for improvement. Which assessment method is MOST SUITABLE for the service provider's situation? A. Customer and user satisfaction analysis B. SWOT analysis C. Maturity assessment D. SLA achievement analysis Answer: B Explanation: B. A SWOT analysis will assess external factors influencing the service provider and identify them as opportunities and threats. The strengths and weaknesses will allow the organization to understand whether it has the resources and capabilities to make the necessary changes to maintain its market position. "Strengths and weaknesses are internal factors that impact the organization’s ability to progress towards its objectives. Threats and opportunities are external factors that are outside its control, but which must be considered when planning changes and improvements." Ref 3.1.3.2 Question: 58 www.dumpsplanet.com Questions and Answers PDF 26/113 "An organization’s GRC function should work with the................................. to translate the organization’s strategies and directions into plans, policies, controls, and guidelines that are supported by methods to monitor and measure compliance." A. Complete the blank space with the right option(s): B. Direction, governing body and managers C. Governing body, management teams, auditors, and others D. Service consumers, service providers, auditors and management E. Stakeholders, shareholders, suppliers and users Answer: C Explanation: B. 2.5.1 Understanding the role of GRC in decision-making and directing strategies and actions "An organization’s GRC function should work with the governing body, management teams, auditors, and others to translate the organization’s strategies and directions into plans, policies, controls, and guidelines that are supported by methods to monitor and measure compliance. This function can help everyone in the SVS and the service value chain to build the practices, policies, and controls needed for compliance into value chain activities." Question: 59 When organizations implement controls, they aim to ensure that each control produces the desired result without creating unintended, undesirable consequences. What is the definition of control? A. Control is the area(s) or activities over which a person has the authority to direct the actions of others or define the required outcomes. B. Control is the means of managing a risk, ensuring that a business objective is achieved, or that a process is followed C. Control is a broad approach or course of action defined by an organization for achieving its objectives. D. Control is a series of steps an organization undertakes to create and deliver products and services to consumers Answer: B Explanation: B. 1.2.1.3 Risks and controls Definition of control: The means of managing a risk, ensuring that a business objective is achieved, or that a process is followed. Question: 60 An organization recently implemented website changes and has solicited user feedback on the new design. Which activity does this represent? A. Business case assessment B. Gap analysis www.dumpsplanet.com Questions and Answers PDF 27/113 C. Improvement evaluation D. Lessons-learned analysis Answer: C Explanation: C. 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 be done to complete the work." Ref 5.4.6.1 Question: 61 Internal and external stakeholders, such as supervisors, internal auditors, or regulators, help to ensure that organizations are compliant with rules and regulations and have the right governance systems in place to manage and sustain performance and conformity with compliance. What strongly influences the design and scope of the compliance mechanisms an organization implements? A. Planning environment B. Regulatory environment C. Mission, values and guidelines D. Policies and guidelines Answer: B Explanation: B. 2.5.3 Defining and ensuring compliance The design and scope of the compliance mechanisms an organization implements will be strongly influenced by the regulatory environment. This may include international, national, local, industry, and corporate regulations and standards imposed and enforced by multiple regulators. Question: 62 An organization seeks to enhance decision-making for improved performance and risk management. What strategy aligns with these goals? A. Centralize decision-making within a select group of top-tier authorities B. Distribute management decision-making as extensively as feasible C. Entrust governance-related decisions to operational teams D. Introduce a more structured approach for low-risk decision-making Answer: B Explanation: B. “As much authority as possible should be delegated, so long as the required outcomes are consistently produced.” Ref 2.2.2 Question: 63 How do costs, risks, outcomes, and value interrelate in the context of a service? www.dumpsplanet.com Questions and Answers PDF 28/113 A. Risks are contingent on value, outcomes, and costs B. Outcomes hinge on value, costs, and risks C. Costs are contingent on outcomes, risks, and value D. Value is contingent on outcomes, costs, and risks Answer: D Explanation: D. "ITIL4 discusses achieving value by considering outcomes, costs, and risks", and "An organization may, however, choose to accept additional risk, increased costs, or diminished outcomes if this will create the possibility of increased value". Ref 1.8 Question: 64 The metrics/data mining method involves collecting relevant metrics or unprocessed data and processing them into new metrics. What is an example of CONS of metrics/data mining? A. Once metrics are established, progress can be measured without much additional effort B. Sometimes metrics are unreliable until the quality of the raw data improves C. Data-driven efforts help management to target problems and respond quickly D. Using well-understood metrics can help to establish a learning culture Answer: B Explanation: B. 3.1.2.1 Metrics/data mining Table 3.3 Pros and cons of metrics/data mining Pros Once metrics are established, progress can be measured without much additional effort. Data-driven efforts help management to target problems and respond quickly. Using well-understood metrics can help to establish a learning culture. Cons Uniform measurement becomes increasingly difficult with larger and more complex organizations. Sometimes metrics are unreliable until the quality of the raw data improves. Question: 65 What facilitates comprehension of an initiative's value and minimizes resistance among individuals? A. Continual improvement B. Organizational change management C. Change enablement D. Measurement cascades Answer: B Explanation: B. "OCM aims to convince people of a change’s value in order to reduce resistance". Ref 6.3 www.dumpsplanet.com Questions and Answers PDF 29/113 Question: 66 Considering assessment methods and their outputs, what is the CORRECT relationship? A. Gap analysis -> Identification of the differences between actual practice and the chosen assessment criteria B. SWOT analysis -> An estimation of the organization’s ability to transition to a new way of working C. Benchmarking -> An estimation of the maturity of a process or an organization based on a defined framework, such as the ITIL process maturity model. D. Maturity assessment -> Identification of strengths, weaknesses, opportunities, and threats Answer: A Explanation: A. 3.1.3 Choosing an assessment method Table 3.8 Assessment methods and their outputs Gap analysis: Identification of the differences between actual practice and the chosen assessment criteria. SWOT analysis: Identification of strengths, weaknesses, opportunities, and threats. Change readiness assessment: An estimation of the organization’s ability to transition to a new way of working. Customer/user satisfaction analysis: Analysis of how customers and/or users feel about the services they use, based on their feedback. SLA achievement analysis: Analysis of the quality of a service or services based on a comparison of service performance against service level agreement (SLA) targets. Benchmarking: A comparison of the results of this assessment with the results of similar assessments performed for other comparable organizations. Maturity assessment: An estimation of the maturity of a process or an organization based on a defined framework, such as the ITIL process maturity model. Question: 67 Related to pros and cons of change readiness assessments, identify the CORRECT statement: A. Pros: Change readiness assessments consider complex factors which may overwhelm assessors. B. Cons: Allow change agents to address the human side of change with full awareness of where issues lie. C. Pros: Employees’ reactions to change readiness assessments are difficult to predict. D. Cons: Change readiness models are numerous and subject to interpretation. Answer: D Explanation: D. 3.1.3.3 Change readiness assessment Table 3.11 Pros and cons of change readiness assessments Pros www.dumpsplanet.com Questions and Answers PDF 30/113 Allow change agents to address the human side of change with full awareness of where issues lie. Identify potential challenges before implementing change. Increase the probability that changes will be implemented successfully and sustained. Cons Change readiness assessments consider complex factors which may overwhelm assessors. Employees’ reactions to change readiness assessments are difficult to predict. Change readiness models are numerous and subject to interpretation. Identifying the obstacles to successful change does not mean the organization can or will address them. Question: 68 An organization has chosen to implement the ITIL continual improvement model to enhance their operational efficiency. Six months into this endeavor, the IT director requested that managers demonstrate the extent of improvement achieved. The managers submitted reports showcasing the current state of affairs, but they lacked data illustrating that the current situation was an improvement over the initial one. Which stage of the continual improvement model was NOT effectively executed? A. What is the vision? B. Where are we now? C. Where do we want to be? D. Did we get there? Answer: B Explanation: B. This issue was caused by failing to take a baseline. Step 2 of the continual model is 'Where are we now?'. This step includes "baseline measurements and metrics of the current state to be used for later comparison." Ref 5.4.2 Question: 69 Before enacting a benchmark comparison, it is important to ensure that the organizations being compared are truly comparable. Two organizations in the same industry, for example, may serve significantly different markets, making a benchmark comparison less relevant and less valuable. Considering pros of benchmarking, what can be placed in this categorization? A. Can introduce industry bias based on revenue rather than practice B. Places a focus on ideas for improvement C. Does not measure effectiveness D. Aims to identify industry leaders, leading to standardized, but not necessarily ideal, behaviours Answer: B Explanation: B. 3.1.3.6 Benchmarking Table 3.14 Pros and cons of benchmarking Pros Places a focus on ideas for improvement. Provides quantitative and explicit standards for organizations to compare themselves against. www.dumpsplanet.com Questions and Answers PDF 31/113 Provides a means for competitive analysis or potential partnering. Can examine against multiple industries. Cons Does not always transfer well between organizations without context. Does not measure effectiveness. Can introduce industry bias based on revenue rather than practice. Aims to identify industry leaders, leading to standardized, but not necessarily ideal, behaviours. Question: 70 What is the main consequence of initiating changes without proper planning? A. Increased productivity B. Unforeseen desirable outcomes C. Unwanted consequences D. Streamlined processes Answer: C Explanation: C. 3.2 Basics of planning In any organization, or team, planning leads to a better understanding of the resources that will be needed to achieve the desired results. Planning changes to ways of working without knowing what new or changed resources will be needed will result in undesirable consequences. Question: 71 Are benefits of a waterfall way, EXCEPT: A. Projects are completed in small sprints, allowing products to be deployed quickly B. Its structure is controlled, with each phase having specific deliverables C. Many people are familiar with this style projects, so it is easy to align expectations D. Phases are completed one at a time with no overlap, allowing for checkpoints to validate progress Answer: A Explanation: A. Is Agile way statement. 3.2.1.1 Waterfall The benefits of a waterfall way of working include the following: Its structure is controlled, with each phase having specific deliverables. Many people are familiar with waterfall-style projects, so it is easy to align expectations. Phases are completed one at a time with no overlap, allowing for checkpoints to validate progress. The benefits of an Agile way of working include the following: Greater control Small, incremental developments are continually reviewed and adjusted. Better productivity Projects are completed in small sprints, allowing products to be deployed quickly. Better quality The iterative nature and feedback loops of an Agile way of working allow problems to be found, isolated, and resolved faster. Higher customer satisfaction An Agile team works closely with customers, allowing for fast feedback and changes to suit their evolving needs. www.dumpsplanet.com Questions and Answers PDF 32/113 Question: 72 In the process of establishing safeguards for firewall protection, what is the INITIAL step that a network security engineer should take to ascertain the appropriate controls? A. Conduct an evaluation of existing firewall rules and controls to ensure the absence of degradation B. Assess the risk register to confirm the comprehensive management of all risks C. Establish contact with the firewall vendor to ascertain frequently utilized controls for the technology D. Determine the alignment of these controls with the organization's objectives Answer: D Explanation: D. "Automating controls or building them into technology relieves people of the effort of making the control work. Controls managed in this way should directly align with and support the achievement of high-level objectives." Ref 2.5.2.1 Question: 73 What is the primary purpose of value stream mapping AND what is recommended for organizations new to value stream mapping? A. To identify only value-adding activities in the workflow AND Expanding the scope of value stream maps immediately B. To solely document the current state of organizational workflows AND Ignoring partner and supplier organizations initially C. To determine which improvements should be implemented AND Focusing solely on internal organizational aspects D. To create prioritized lists of partner organizations AND Emphasizing automation over optimization opportunities Answer: C Explanation: C. 3.3 Introduction to value stream mapping Value stream mapping is a method of visualizing the flow from demand or opportunity to value, and then planning how that flow can be improved. The method originated with Lean manufacturing techniques, but it applies equally well to the creation and delivery of products and services, as described in ITIL® 4: Create, Deliver and Support. There are many value streams in the provision of products and services. The flows of activity for restoring a service quickly, delivering a service at the agreed level of availability, or managing a service change could all be defined in a value stream map. Everything that an organization does should map, directly or indirectly, to value for the stakeholders. Value stream mapping is used to gain insight into organizational workflows. It can help to identify value- adding activities and non-value-adding activities in a value stream, while highlighting opportunities for optimization and automation. Value stream mapping includes assessment (documenting the current state of the workflow from demand or opportunity to value) and planning (planning what changes will be made to improve that workflow). A value stream map’s most important role, however, is determining which improvement actions must be implemented to achieve the desired future state. The results of value stream mapping can be used in many contexts, including writing a business case, www.dumpsplanet.com Questions and Answers PDF 33/113 defining a prioritized list to optimize value streams and practices, and locating bottlenecks in existing practices. Value streams often extend across many partner, supplier, and service consumer organizations. An organization that is new to value stream mapping, however, may need to start simply, focusing on those aspects of the value stream that are within the organization itself. Over time, it can expand the scope of its value stream maps, thereby finding more opportunities for optimization. Question: 74 The three types of waste found in Lean, the terms muda, muri, and mura originate from the Toyota production system, a major precursor of the more generic Lean approach. What is INCORRECT about those terms? A. Muda: Waste, uselessness, futility. Things that are being done but which add no value B. Muri: Overburden, excessiveness, or reasonableness. Caused by flexible service timeframes, deploy windows, and other such space constraints C. Mura: Variability, unevenness, non-uniformity, irregularity. Unacceptable variation or impediments in ways of working or workflows D. Lean: Creating more value for service consumers with fewer resources and anything that is wasteful should be eliminated, and technology should be used to its maximum potential Answer: B Explanation: B. 3.3.1 Lean Lean and value stream mapping are closely related. The core idea of Lean is to maximize customer value while minimizing waste. Simply, Lean means creating more value for service consumers with fewer resources. Resources of all types, particularly human resources, should be used to their best effect. Anything that is wasteful should be eliminated, and technology should be used to its maximum potential. Table 3.17 Types of waste Muda: Waste, uselessness, futility. Things that are being done but which add no value. Muri: Overburden, excessiveness, or unreasonableness. Caused by rigid service timeframes, release windows, and other such time constraints. Mura: Variability, unevenness, non-uniformity, irregularity. Unacceptable variation or impediments in ways of working or workflows. Question: 75 Project managers face a perpetual challenge in securing and reshuffling specialist staff. Consequently, specialists frequently experience shifting priorities, leading them to defer work on one task to address higher-priority tasks. How do these dynamic priority shifts impact the organization's performance metrics? A. Enhanced throughput B. Diminished work item age C. Escalated work in progress D. Decreased wait time Answer: C Explanation: C. www.dumpsplanet.com Questions and Answers PDF 34/113 Work in progress (WIP) “is a measure of unfinished work items.” Delaying tasks and starting other tasks increases the WIP queue. Ref 4.3.4.3 Question: 76 Consider the key concepts of measurement and reporting and define what is measurement: A. A means of decreasing uncertainty based on one or more observations that are expressed in quantifiable units B. A measurement or calculation that is monitored or reported for management and improvement C. A metric that is used to assess and manage something D. A detailed communication of information or knowledge about a topic or event Answer: A Explanation: A. 4.1.1 Key concepts of measurement and reporting Definition of Measurement A means of decreasing uncertainty based on one or more observations that are expressed in quantifiable units. Definition of Metric A measurement or calculation that is monitored or reported for management and improvement. Definition of Indicator A metric that is used to assess and manage something. Definition of Report A detailed communication of information or knowledge about a topic or event. Question: 77 When defining and using measurements and reporting, what is NOT one of the four key reasons to measure? A. To verify B. To influence C. To intervene D. To validate Answer: A Explanation: A. 4.1.3 Reasons for measuring Table 4.1 Four key reasons to measure Reasons: To validate, influence, justify and intervene Question: 78 Measurements can be seen as falling into five broadly defined types. What is NOT a type of measurement? A. Productivity www.dumpsplanet.com Questions and Answers PDF 35/113 B. Effectiveness C. Accountability D. Progress Answer: C Explanation: C. Accountability is NOT a type of measurement. 4.2 Types of measurements Table 4.2 Types of measurements Progress Compliance Effectiveness Efficiency Productivity Question: 79 4.2.2 Measurement cascades and hierarchies Measurements and metrics must align with higher-level requirements, including the organization’s vision and mission, if they are to be used effectively to drive decision-making and improvement. Various approaches to organizing measurement can be used when aligning measurements and metrics with strategy. What is NOT included as an of those approaches? A. An organizational improvement cascade B. An IT component-to-scorecard hierarchy C. A SWOT analysis to evaluation D. A planning and evaluation model Answer: C Explanation: C. Various approaches to organizing measurement can be used when aligning measurements and metrics with strategy, including: a planning and evaluation model a balanced scorecard an IT component-to-scorecard hierarchy an organizational improvement cascade. These all highlight the importance of cascading down from the organizational vision to the measurements. Measurements that cascade down from the vision will provide a clear focus on what really matters. Question: 80 A success factor describes a condition or characteristic that must be achieved for something to be considered successful. When the success factor relates to an ITIL practice, it is called a practice success factor (PSF). A. Several success factors usually need to be achieved for a fully successful result. For example, the www.dumpsplanet.com Questions and Answers PDF 36/113 change enablement practice includes the following PSFs, EXCEPT: B. Meeting change-related governance and compliance requirements C. Ensuring that changes are realized in a timely and effective manner D. Ensuring stakeholder satisfaction with changes and change enablement E. Ensure and incentivize the positive impacts of changes in the projects Answer: E Explanation: D. 4.2.3.1 Success factors A success factor describes a condition or characteristic that must be achieved for something to be considered successful. When the success factor relates to an ITIL practice, it is called a practice success factor (PSF). Several success factors usually need to be achieved for a fully successful result. For example, the change enablement practice includes the following PSFs: ensuring that changes are realized in a timely and effective manner minimizing the negative impacts of changes ensuring stakeholder satisfaction with changes and change enablement meeting change-related governance and compliance requirements. These PSFs are defined in such a way that the organization can further define their intent. For example, what does ‘in a timely and effective manner’ mean to the organization? The answer is reflected in what the organization chooses to measure, namely the KPIs, to validate the achievement of the PSF. Question: 81 "Leading, conducting, or guiding someone, or ordering something. This includes setting and communicating the vision, purpose, objectives, and guiding principles for an organization or team. It may also include leading or guiding the organization or team towards its objectives." What is this statement talking about? A. Directing B. Policy C. Scope of control D. Guideline Answer: A Explanation: A. 1.2 Direction Direction helps to create and shape an action plan. Definition: Directing Leading, conducting, or guiding someone, or ordering something. This includes setting and communicating the vision, purpose, objectives, and guiding principles for an organization or team. It may also include leading or guiding the organization or team towards its objectives. Question: 82 In the context of ITIL® 4: Direct, Plan and Improve, understanding risk is essential to maximizing results while minimizing harm or loss. Risks should be considered for many reasons, including the following below. www.dumpsplanet.com Questions and Answers PDF 37/113 What is INCORRECT about risks statements? A. If risks are not properly understood, teams could be directed to undertake projects that are likely to fail or have little chance of success B. If team members notice risks but do not see evidence of preventive actions, they may lose confidence in their project, making failure more likely C. If plans include the active management of risks, on time work, or project failure are more likely D. Improvement is only possible when the current state is understood. This includes understanding the risks associated with creating the desired improvement Answer: C Explanation: C. 1.2.1.3 Risks and controls Definition: Risk A possible event that could cause harm or loss, or make it more difficult to achieve objectives. Can also be defined as uncertainty of outcome and can be used in the context of measuring the probability of positive outcomes as well as negative outcomes. In the context of ITIL® 4: Direct, Plan and Improve, understanding risk is essential to maximizing results while minimizing harm or loss. Risks should be considered for many reasons, including the following: If risks are not properly understood, teams could be directed to undertake projects that are likely to fail or have little chance of success. If team members notice risks but do not see evidence of preventive actions, they may lose confidence in their project, making failure more likely. If plans do not include the active management of risks, delays, rework, or project failure are more likely. Improvement is only possible when the current state is understood. This includes understanding the risks associated with creating the desired improvement. Once risks are understood, they need to be managed. A key method for managing some kinds of risk is the use of controls. Question: 83 "Managers should meet the needs of the organization first and foremost, not just the needs of their individual teams." "Managers should support the people working for them by ensuring that they have the relevant resources and organizational support to accomplish their tasks." Both statements above are related to: A. Leading from behind B. General management C. Servant leadership D. Direction and Improvement Answer: C Explanation: C. 8.1.1 Servant leadership Definition: Servant leadership Leadership that is focused on the explicit support of people in their roles. Effective leadership is important for achieving objectives, regardless of the organizational structure. For www.dumpsplanet.com Questions and Answers PDF 38/113 example, servant leadership is more effective than a command-and-control model for intellectually challenging work that requires agility and velocity. Servant leadership is an approach to leadership and management based on the following assumptions: Managers should meet the needs of the organization first and foremost, not just the needs of their individual teams. Managers should support the people working for them by ensuring that they have the relevant resources and organizational support to accomplish their tasks. Servant leadership can often be seen in flat, matrix, or product-focused organizations. However, this approach can be applied to any organizational structure. Servant leadership inspires individuals to collaborate with the leader, resulting in a more cohesive structure and teams and individuals becoming more productive. Question: 84 In a government agency facing challenges in modernizing business processes to meet growing demand for digital services, marked by a policy-driven culture resulting in prolonged IT request processing, what is the MOST EFFECTIVE approach to mitigate strict adherence to policy and allow IT staff some leeway in achieving improved business outcomes? A. Informally communicate to IT staff that they are not bound by policies causing delays B. Create a set of guidelines that offer recommended practices and communicate that achieving results without openly violating policies is the primary objective C. Develop a training program to enhance staff understanding of existing policies and underscore the consequences of non-compliance with policies D. Embrace a more flexible culture, eliminate policies, and empower staff to make autonomous decisions promptly Answer: B Explanation: B. Develop a set of guidelines that provide recommended practices and communicate that achieving the desired outcomes without flagrant policy violations is the primary goal. This answer focuses on development of guidelines for IT staff. This supports the objective to reduce strict adherence with policy, which is accomplished through establishing guidelines that provide "recommendations which allow some discretion in their use." Ref 2.5.2.3 Question: 85 Every organization is directed by a governing body: a person or group of people who are accountable at the highest level for its performance and compliance. What is the definition of governance? A. The means by which an organization is directed and controlled B. Is the establishment of schemas and the continual improvement of their proper implementation C. Is the body that directs, and analyze all of the organization’s activities D. Coordinated activities to define, control, supervise, and improve something Answer: A www.dumpsplanet.com Questions and Answers PDF 39/113 Explanation: A. 1.6.1.1 Governance, compliance, and management Definition: Governance The means by which an organization is directed and controlled. Every organization is directed by a governing body: a person or group of people who are accountable at the highest level for its performance and compliance. Governance includes the establishment of policies and the continual monitoring of their proper implementation by the governing body. Organizational governance evaluates, directs, and monitors all of the organization’s activities, including those of service management. Question: 86 An organization is in the process of developing a policy for the registration and management of a diverse range of incidents, operating within a rigorously regulated environment. It is imperative that the policy is strictly adhered to, with deviations deemed unacceptable. Which TWO of the following are the MOST APPROPRIATE guidelines to follow when formulating the policy? 1 - Maximize policy flexibility to grant personnel a wide scope for autonomous decision-making. 2 - Focus on crafting an exceptionally lucid and succinct policy, accompanied by a clear articulation of its necessity. 3 - Explicitly outline the consequences of non-compliance within the policy. 4 - Implement process automation to reduce the inclusion of controls within the policy. A. 1 and 2 B. 2 and 3 C. 3 and 4 D. 1 and 4 Answer: B Explanation: B. (2) Recommendations of effective policies include ensuring they are clear and concise. "A policy must be understandable for it to be followed. Alongside the policy itself, document, as clearly and concisely as possible, its objective and scope and why it matters to the organization." Ref 2.5.2, tab 2.3 (3) Recommendations of effective policies include ensuring that the consequences of non-compliance are clear. This is particularly relevant in this case. "The consequences of failing to follow a policy should be documented. These consequences must then be administered consistently and fairly to prevent the policy from being ignored." Ref 2.5.2, tab 2.3 Question: 87 Strategy management includes: specifying the organization’s mission, vision, and objectives developing policies and plans which are designed to achieve the mission and objectives allocating resources to implement policies and plans. What is the purpose of the strategy management practice? A. Looks at all aspects of continual improvement and the use of the ITIL 4 continual improvement www.dumpsplanet.com Questions and Answers PDF 40/113 model B. Formulate the organization’s goals, adopt effective courses of action, and allocate any resources necessary for achieving those goals C. Introduce controls to deliver a desired result D. Measuring the probability of positive outcomes as well as negative outcomes Answer: B Explanation: B. 2.1 Strategy management The purpose of the strategy management practice is to formulate the organization’s goals, adopt effective courses of action, and allocate any resources necessary for achieving those goals. This practice establishes the organization’s direction, focuses effort, clarifies the organization’s priorities, and provides guidance in response to the environment. Question: 88 In a highly regulated industry, an organization faces a new compliance requirement mandating additional user information to be documented with each service desk incident in the logging tool. Which approach is the MOST SUITABLE for ensuring regulatory compliance? A. Modify the logging tool to enforce the mandatory recording of the minimum data specified by the regulation and generate reports for any non-compliance instances B. Ensure the service desk staff is informed about the new regulation and maintain the use of existing service desk activity reports C. Update the logging tool to make it obligatory to complete all fields for every incident record and generate daily activity reports for the service desk D. Inform the service desk staff about the new regulation and empower them to decide what user data to record, producing reports upon request Answer: A Explanation: A. This answer creates a balance between implementing controls that are sufficient and it ensures that the regulation is complied with, without being excessive. "Identifying only the relevant measurements needed to ensure achievement of agreed objectives is in line with the guiding principle of focus on value". "However, when designing organizational measures, it is important to account for external factors, particularly legal factors, which are often enforced by regulatory authorities and should be considered mandatory. Regulatory controls cannot be marginalized: doing so would increase risks to the organization". Ref 2.5.2.2 Question: 89 Internal control regimes exist in all major economies; they protect organizations’ assets, earning capacities, and reputations. Corporate governance facilitates effective, entrepreneurial, and prudent management that facilitates long-term success. A. Organizations establish internal controls in alignment with the directives of governance structures in multiple ways, EXCEPT: B. Financial and compliance controls www.dumpsplanet.com Questions and Answers PDF 41/113 C. Operational controls D. Risk management E. Assets management Answer: E Explanation: D. 2.2.1 Governance structures used for decision-making Organizations establish internal controls in alignment with the directives of governance structures in multiple ways, including: risk management financial controls operational controls compliance controls. Question: 90 The leadership team of an organization is deeply enthused about a recent string of enhancements and the multitude of ongoing improvement projects. However, employees within the organization appear to be considerably less enthusiastic, demonstrating signs of stress and an uptick in absenteeism. This behavioral shift extends even to typically high-performing individuals, who are presently less productive. What is the PRIMARY CAUSE for this shift in employee behavior? A. The absence of a pervasive culture of continual improvement B. Inadequate and insufficient planning for each improvement initiative C. An excessive number of consecutive initiatives being rolled out D. The omission of regular progress assessments utilizing metrics Answer: C Explanation: C. “Momentum must be maintained, but it is important not to follow a successful initiative with many more at the same time. Working steadily, without overloading the organization with multiple large-scale improvements, will preserve interest and excitement without creating unnecessary stress or backlash.” Ref 5.1 Question: 91 In the context of direction, planning, and improvement, governance’s impacts are clear. Direction from a governing body will dictate the parameters of directions issued throughout the organization. If a direction given to an individual contradicts the broader direction from the governing body, the individual will struggle. What is a INCORRECT statement about governance? A. Governance decisions and directives are critical inputs to all planning B. Often, plans are devised for the express purpose of ensuring compliance or alignment with the strategic objectives defined by governing bodies C. Organizations must communicate about and oversee their governance decisions carefully and fairly D. Employees can follow governance directives that violate broader instructions if it is required by the shareholders purposes www.dumpsplanet.com Questions and Answers PDF 42/113 Answer: D Explanation: D. 2.2.3 The impacts of governance on direction, planning, and improvement Employees cannot follow directives that violate broader instructions, but they also cannot ignore supervisors’ instructions. Organizations must communicate about and oversee their governance decisions carefully and fairly. Governance decisions and