Question 1

Measurements can be seen as falling into five broadly defined types: progress, compliance, effectiveness, efficiency, and productivity.

What is TRUE about effectiveness type?

Options :

A : It demonstrate the degree of fitness for purpose of any part of the SVS, a product, or a service

B : It demonstrate the degree of achievement relative to defined milestones and/or deliverables

C : It demonstrate the degree of adherence to governance and/or regulatory requirements

D : It demonstrate the degree of fitness for use of any part of the SVS, a product, or a service

Answer: A

Question 2

"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:

Options :

A : Leading from behind

B : General management

C : Servant leadership

D : Direction and Improvement

Answer: C

Question 3

The ITIL SVS can be applied to an organization as a whole, or to one or more of its departments. When the SVS is applied to a department, it should be understood that the governance component comes from the parent organization. Governing bodies do not function in a vacuum. They must consider external factors, such as regulations and legislation.

What is TRUE about legislation known as Sarbanes–Oxley?

Options :

A : Applies to private companies in the United States

B : The need to comply with Sarbanes–Oxley influences governing bodies and the direction they give to shareholders

C : Ensure public companies issue informative and accurate financial statements

D : Is a private company that helps public companies to ensure compliance and legal duties

Answer: C

Question 4

When an organization's board of directors expresses concerns about major IT initiatives not addressing significant organizational risks and requests a review of key IT decision-making processes, what is the MOST EFFECTIVE approach to address these concerns regarding decision-making authority?

Options :

A : Implement a decision-making framework that allocates all non-operational decisions to the executive level, ensuring complete transparency in the decision-making process

B : Conduct a thorough evaluation of the decision-making capabilities of the staff, utilizing the results to pinpoint key skill deficiencies and launching a training program to enhance organizational decision-making

C : Institute a risk-driven methodology to delineate the critical roles and stakeholder groups involved in different types of initiatives, facilitating the delegation of decision-making to the appropriate levels

D : Establish open channels of communication between IT decision-makers and executives, fostering an understanding of the decision-making responsibilities held by each level

Answer: C

Question 5

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?

Options :

A : Looks at all aspects of continual improvement and the use of the ITIL 4 continual improvement 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

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