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A company 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?

Answer :
  • Enable the staff to provide feedback through formal channels and create a dialogue with management

Which statement about value streams and practices is correct?

Answer :
  • Each value stream may be supported by multiple practices

What describes improvement?

Answer :
  • Enhancing the ability of a service or product to deliver value

An organization recently completed a major system implementation that is part of a wider modernization effort. Although the implementation was completed, there were many challenges and issues. Which approach can best help future implementation projects to be more successful?

Answer :
  • Document and communicate lessons learned to avoid the same mistakes in the future

An organization is going through a major crisis. The crisis has created significant challenges for the organization, and to cope it has introduced major changes to its operations. Marketing and promotional communications that were scheduled before the crisis are still being sent to internal and external recipients. These communications are now irrelevant because of the crisis. Which communications principle is most likely being ignored by the organization?

Answer :
  • Timing and frequency matter

An organization has a suggested dress code for its employees. What is this an example of?

Answer :
  • A guideline

An organization has decided to use the ITIL continual improvement model to help them work more effectively. After six months, the IT director asked managers to show how much improvement they had made. The managers produced reports showing how well things were working, but did not have any data to show that this was better than the original situation. Which step of the continual improvement model was not followed effectively?

Answer :
  • Where are we now?

A small company is investing heavily in a new product line that it believes is critical to business success. To support the effort, every department has been asked to allocate staff to this project. The CIO is looking for ways to support the effort without reducing service levels. Which would best support this objective?

Answer :
  • Take a holistic view of the value chain activities and determine areas where optimization and automation can reduce staff involvement

What is the scope of control?

Answer :
  • The area(s) or activities over which a person has the authority to direct the actions of others or define the required outcomes.

An organization uses routine procedures for its daily activities. What is this an example of?

Answer :
  • Operation