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NEW QUESTION 27
In an organization, a service desk team employs experienced staff who have worked there for many years and have good relationships with support teams. The organization has a good improvement culture, and staff are encouraged to use their experience and identify improvements. They are developing a new policy for handling incidents.
Which is the BEST approach for this new policy?

A. Implement the policy to the service desk staff initially before informing other affected support teamsB. Engage with stakeholders to ensure that as much detail as possible is included in the policyC. Ensure that any identified exceptions are excluded from the policy to improve clarityD. Ensure that all teams involved in incident resolution collaborate in the development of the policy

Answer: D

 

NEW QUESTION 28
Which can act as an operating model for an organization?

A. The service value chainB. Continual improvementC. The ITIL guiding principlesD. The four dimensions of service management

Answer: A

 

NEW QUESTION 29
A legacy financial system requires the user to manually enter the time and date of the transaction to meet regulatory requirements. A recent internal audit has shown that these fields are often blank.
Which are effective controls that could improve compliance?
1. Modify the application to automatically add the current time and date when transaction is entered
2. Establish a communication plan to remind users of the importance of time and date on transactions
3. Develop a goals cascade so all staff know their role in achieving company goals
4. Create a report showing non-compliant records and take action to correct

A. 1 and 2B. 1 and 4C. 3 and 4D. 2 and 3

Answer: C

 

NEW QUESTION 30
A software development team makes many hundreds of small changes every week.
Who can BEST make the decision of whether to accept each change?

A. The IT change managerB. The other members of the software development teamC. The software development managerD. The sponsor in the service consumer organization

Answer: B

 

NEW QUESTION 31
Which is a method for value-driven, data-driven and user-centered service design?

A. Design thinkingB. The MoSCoW methodC. Balanced scorecardD. Stakeholder analysis

Answer: A

 

NEW QUESTION 32
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