ITIL 4 DITS Chapter 6-8

This organization transformation is normally planned when responding to urgent opportunities or threats, moves the organization to the future state all at once for every part of the organization.

• large-scale transformation

• incremental transformation

• merger and acquisition

• individual changes

Which describes an organization transformation that keeps the longer term focus, while making short term changes and adjusts according to lessons learned from each project?

• large-scale transformation

• incremental transformation

• individual changes

• merger and acquisition

Which is not true about mergers and acquisitions?

• Alignment of the strategies of each organization

• Mapping and alignment practices

• Culture will evolve to something between both organization’s starting point

• Alignment of separate visions

_______ often starts as a self-contained initiative, expanded as success is found and applicability is seen in other parts of the organization.

• large-scale transformation

• incremental transformation

• merger and acquisition

• individual changes

Which is not an identified reason for measurement activities?

• influencing behavior

• justifying investments

• validating decisions

• intervening

Which selection defines examples for productivity metrics?

• 1. 1. Percentage of user stories completed in the sprint

  2. 2. Number of days remaining in the current sprint

  3. 3. Volume of in-progress items in the task board

• 1. 1. Volume of incidents resolved monthly

  2. 2. Volume of changes processed by the change manager per week

  3. 3. Number of features released per week

• 1. 1. Number of defects found per sprint

  2. 2. Availability percentage of the service per month

  3. 3. Number of changes successfully implemented monthly

• 1. 1. Inflow of incidents monthly

  2. 2. Outflow of incidents monthly

  3. 3. Average backlog monthly

Which metrics are used to influence future performance?

• leading metrics

• lagging metrics

• inside-out metrics

• outside-in metrics

Which metrics are used to drive priorities and actions that meet the customer’s needs rather than the way the organization works?

• lagging metrics

• leading metrics

• inside-out metrics

• outside-in metrics

Which elements correctly describe the ITIL Planning and Evaluation Model?

• Purpose, Vision, Goals, KPIs

• Purpose, Objectives, Indicators, Metrics

• Purpose, Objectives, Goals, Indicators

• Purpose, Vision, Objectives, Goals

Which success measurement allows for defining and tracking objectives and their outcomes from the strategic levels of the organization down to the operational?

• Service Level Agreements

• Key Performance Indicators

• Critical Success Factors

• Objectives and Key Results