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NEW QUESTION 45
An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently.
What is the FIRST step the organization should take to start to improve the situation?

• A. Review skills and competencies of user support staff to ensure they have the required capability
• B. Encourage teams to collaborate so they can focus on value for users
• C. Improve the integration of tools to ensure there are no gaps between processes
• D. Use value stream mapping to help understand the end-to-end flow of user support

Answer: D

NEW QUESTION 46
Which is included in onboarding?
1. Negotiating service targets with customers
2. Building awareness of the new consumer
3. Ensuring resources are prepared for service provision
4. Designing the service components and infrastructure

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

Answer: A

NEW QUESTION 47
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 software development manager
• B. The IT change manager
• C. The other members of the software development team
• D. The sponsor in the service consumer organization

Answer: C

NEW QUESTION 48
Which BEST describes the primary role of a governing body?

• A. To annually review and approval of IT projects to maximize business value
• B. To establish and regularly review the effectiveness of risk management and internal controls
• C. To develop and regularly review IT measures and metrics
• D. To establish and regularly review the goals cascade throughout the organization

Answer: B

NEW QUESTION 49
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. Ensure that any identified exceptions are excluded from the policy to improve clarity
• B. Engage with stakeholders to ensure that as much detail as possible is included in the policy
• C. Ensure that all teams involved in incident resolution collaborate in the development of the policy
• D. Implement the policy to the service desk staff initially before informing other affected support teams

Answer: C

NEW QUESTION 50
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