Question 1

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

Question 2

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?

Options :

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.

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

Question 3

A growing IT department is currently bottlenecked with all decisions requiring approval from IT executives. The CIO recognizes that this centralized decision-making process is causing delays and inefficiencies. It's crucial to delegate more decision-making authority to the staff who are closest to the work.

What is the MOST EFFECTIVE approach to enable greater decision delegation to staff?

Options :

A : Define financial authorization thresholds for all staff, allowing them to make decisions within their designated limits

B : Delegate decision authority to the most readily available person when a decision is needed to expedite the process

C : Create a value stream map for the decision-making process and utilize continual improvement techniques to eliminate inefficiencies

D : Delegate lower-risk decisions to lower organizational levels while retaining high-risk and governance decisions with the IT executive team

Answer: D

Question 4

To avoid the failure of an improvement project where insufficient consideration was given to the solution's potential success, which approach would have been MOST BENEFICIAL in preventing this outcome?

Options :

A : Kanban

B : Risk management

C : Measurement and reporting

D : Cascading objectives

Answer: B

Question 5

A service provider is improving its 'service desk' practice and has established the success factor:“improved user satisfaction with the service desk.” Which is the BEST key performance indicator for measuring this?

Options :

A : Reduce time to resolve the underlying cause of incidents

B : 10% increase in calls resolved without escalation by end of the year

C : Accelerate service request fulfilment by the end of quarter 2

D : Increase average time to answer phones by 5%

Answer: B

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