ITIL 4 DPI

A CIO has made value stream mapping a key part of an overall IT improvement effort. A value stream map for existing services is being developed. 

Which approach would produce the BEST results? 

• 1. A. Hire process consultants to develop process maps, and minimize the involvement of staff in the design of the future state of the value stream 

• 1. B. Ask stakeholders of the value stream to document all process steps which they are responsible for, then assign team members to each process step to develop improvements 

• 1. C. Hire an 'organizational change management' consultant to identify attitudes, behaviours and cultural changes required to make value streams more effective 

• 1. D. Ask stakeholders of the value stream to work together to find ways to optimize and eliminate waste, and establish metrics for measuring improvement 

A network security engineer is defining the controls needed to protect firewalls. 

What is the FIRST thing they should do to determine the correct controls? 

• 1. A. Review existing firewall rules and controls to ensure that there has been no deterioration 

• 1. B. Review the risk register to ensure that all risks are being managed 

• 1. C. Contact the firewall vendor to identify commonly used controls for this technology 

• 1. D. Identify the organization's objectives that the controls need to support 

An organization is pursuing a strategy of acquiring small companies which have products that complement their overall portfolio. Although early efforts to integrate company acquisitions have been successful, recent employee engagement results indicate a growing disengagement, especially among IT staff. IT staff feel that their managers do not listen or care about their concerns. 

What can be done to improve the engagement of IT staff with the changes? 

• 1. A. Encourage the staff to suggest ways they can support the company strategy 

• 1. B. Enable the staff to provide feedback through formal channels and create a dialogue with management 

• 1. C. Arrange informal celebrations to acknowledge the work the staff have been doing 

• 1. D. Establish a formal mentorship programme to connect IT staff from the company with the staff from acquired companies 

The CIO of a large multinational organization has received complaints that work is slowing down as staff are often overwhelmed when trying to comply with controls. This is creating unintended and undesirable effects in other parts of the organization. In response, the CIO has asked their management team to ensure that existing controls are sufficient, but not excessive. 

What should the management team NOT do when identifying excessive controls? 

• 1. A. Work across multiple stakeholder groups to identify what data is useful for the organization 

• 1. B. Increase the amount of data measured and reported on because the data might be needed in the future 

• 1. C. Determine if staff are using placeholder data to complete mandatory fields so they can continue to work if the required data is not available 

• 1. D. Review external drivers, particularly legal obligations that impact the way the organization works 

A new technology company has experienced rapid growth and success. The management wants to introduce a holistic approach to continual improvement that ensures all improvement efforts are coordinated and support the company mission. 

Which two approaches would BEST support this objective? 

1. Assign responsibility for the improvements to the executive team of the organization 

2. Adopt a common set of guiding principles for continual improvement in the organization 

3. Create and nurture an organization-wide culture embracing and promoting continual improvement 

4. Analyse external requirements for the continual improvement system 

• 1. A. 1 and 2 

• 1. B. 2 and 3 

• 1. C. 3 and 4 

• 1. D. 1 and 4 

An office supply company has launched a new portal for corporate customers with the goal of increasing repeat business by evaluating buying patterns and making proactive purchase recommendations. 

Which performance indicator BEST measures if the goal is being met? 

• 1. A. The availability of the new portal is at or above service level target 

• 1. B. Total number of transactions that use the portal processed per month 

• 1. C. Increase average number of sales resulting from recommendations by 20% by the end of the fiscal year 

• 1. D. Reduce the number of customers opting out of proactive recommendations by 25% 

What describes improvement? 

• 1. A. Formally documenting statements of management expectations 

• 1. B. Enhancing the ability of a service or product to deliver value 

• 1. C. Creating a method of achieving a service provider goal 

• 1. D. Providing guidance to the service provider organization 

The management of an IT service provider believes that while their staff are well trained, enthusiastic, and cooperative, their work often puts them in conflict with each other. The management team believe this is because staff performance measurement is not aligned with the organization's strategy. 

Which is the BEST approach to resolve this situation? 

• 1. A. Communicate the organization's strategic plan to stakeholders through multiple communication channels 

• 1. B. Involve all IT teams in developing an 'organizational change management' plan .

• 1. C. Develop a cascaded set of objectives for each tier of the IT department 

• 1. D. Develop and distribute a RACI chart for the various IT teams 

A new CIO has been part of the executive team's development of a new strategic plan for the company. The plan calls for significant transformation of the IT department to meet aggressive goals and objectives. 

Before starting the major IT transformation, what should the CIO do? 

• 1. A. Initiate a SWOT analysis to understand the factors that impact the ability to achieve goals 

• 1. B. Conduct a change readiness assessment to understand the factors that impact the teams' ability to adapt to change 

• 1. C. Perform a benchmark comparison to understand how the IT department compares to other IT departments in similar organizations 

• 1. D. Assemble a team familiar with conducting a process maturity assessment to understand the state of all IT processes 

As a result of a recent assessment, IT staff have created many ‘improvement outcomes’. Recognizing that not all of them can be achieved, IT managers must prioritize some ‘improvement outcomes’ over others. 

What should their PRIMARY consideration be when prioritizing the ‘improvement outcomes’? 

• 1. A. The greatest number of staff impacted 

• 1. B. The greatest impact on helping achieve the organization's vision 

• 1. C. The least effort required to achieve the outcome 

• 1. D. The longest known problems that staff have experienced