Question 1

When an organization has initiated an IT transformation project, which 'organizational change management' activity should it carry out FIRST?

Options :

A : Create a clear picture of what is changing and why it is valuable

B : Develop a value stream map of the desired future changes

C : Create corrective action plans for staff who are resistant to the change

D : Communicate areas of waste that can be eliminated

Answer: A

Question 2

Which is a method for value-driven, data-driven and user-centered service design?

Options :

A : Stakeholder analysis

B : Balanced scorecard

C : Design thinking

D : The MoSCoW method

Answer: C

Question 3

Which charging mechanism could cause the price of a service to change depending on the time of day?

Options :

A : Cost

B : Cost plus

C : Market price

D : Differential charging

Answer: D

Question 4

What BEST describes the relationship between planning and risk?

Options :

A : Planning is a high level function, risk management is a tactical activity

B : Planning should always consider risks and how to mitigate them

C : Planning focuses on what needs to be accomplished, risk management is part of how work is to be performed

D : Risk management is the exclusive domain of dedicated risk managers

Answer: B

Question 5

In which TWO situations should be ITIL guiding principles be considered?1. In every initiative2. In all relationships with stakeholders3. Only specific initiatives where the principle is relevant4. Only specific stakeholder relationships where the principle is relevant

Options :

A : 1 and 2

B : 1 and 4

C : 3 and 4

D : 2 and 3

Answer: B

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