Free ITIL ITIL4-DPI Exam Dumps Questions & Answers

At the start of an organizational change initiative, the managers of an organization ensure that stakeholders know what the change is supposed to achieve and encourage them to discuss it.
Which organizational change management requirement does this MOST contribute to?

• A.Clear and relevant objectives
• B.Willing and prepared participants
• C.Sustained improvement
• D.Strong and committed leadership

The manager of a team of highly skilled professionals often handles challenging problems personally in an effort to demonstrate expertise.
Which TWO are the MOST LIKELY consequences of this behaviour?
* Decisions take longer
* Employee morale improves
* Decisions are made quickly
* Employee morale suffers

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

A service provider is implementing a new self-service portal for users to request access to IT services. The portal will be made available to 5000 users across 50 sites.
Which is the BEST guidance for producing guidelines for users of the self-service portal?

• A.Provide guidelines for using the self-service portal for access requests to the service desk staff so that they can help users
• B.Provide guidelines outlining the difference from previous methods of requesting access to IT services
• C.Produce simple guidelines for users of the self-service portal for access requests, making it clear who to contact for exceptions
• D.Circulate detailed guidelines to users for using the self-service portal to request access to IT services

An organization has determined that a significant percentage of incidents have delayed resolutions because they are escalated to the wrong team, and need to be reassigned before they can be resolved. They plan to improve the flow of work by improving the accuracy of incident escalation.
What is this an example of?

• A.Elimination of waste
• B.Organizational change management
• C.Addressing the four dimensions
• D.Collecting feedback

A small service provider is experiencing growth and success. Currently, all important decisions are made by a small executive group. This creates delays because some members of the group are often unavailable.
Which is the BEST approach for establishing an authority structure for decision-making within the service provider organization?

• A.Keep high-risk decisions within the executive group, but define a policy for delegating other decisions
• B.Allow people to make decisions about their work, and use training and automation to mitigate the risks
• C.Refer decisions to line managers, who will escalate cases to the executive group when appropriate
• D.Ensure that technical decisions are made by the operational staff who can define the risks