Question 1

"Formally documented management expectations and intentions, used to direct decisions and activities."

What is this statement talking about?

Options :

A : Vision

B : Risk

C : Guideline

D : Policy

Answer: D

Question 2

When planning an improvement or other initiative, understanding the current state is critical. This enables the

organization to the following actions, EXCEPT:

Options :

A : Designing user-friendly interfaces

B : Compare the current state with the desired future state

C : Identify gaps between the two states

D : Develop a logical plan to close those gaps

Answer: A

Question 3

Considering pros and cons of surveys, what is NOT a PROS?

Options :

A : Surveys are not resource-intensive.

B : Key stakeholders may not respond.

C : They can be done anonymously.

D : They can be quick to do.

Answer: B

Question 4

Business cases vary in content and structure. Organizations may require the same content in all of their business cases, or they may have different requirements depending on the proposed investment.

What can be an impact for a simple business case structure?

Options :

A : Presents and summarizes the business case. It describes the proposal and the business objectives it addresses

B : Describes the risks associated with the business case, whether or not action is taken. It describes the options for progressing, and mitigation plans to address risks of failure.

C : Describes the expected outcomes of the business case, quantitative or qualitative

D : Describes and clarifies recommended actions based on all the information in the business case

Answer: C

Question 5

Strategy management includes:

●● specifying the organization’s mission, vision, and objectives

●● developing policies and plans which are designed to achieve the mission and objectives

●● allocating resources to implement policies and plans.

What is the purpose of the strategy management practice?

Options :

A : Looks at all aspects of continual improvement and the use of the ITIL 4 continual improvement model

B : Formulate the organization’s goals, adopt effective courses of action, and allocate any resources necessary for achieving those goals

C : Introduce controls to deliver a desired result

D : Measuring the probability of positive outcomes as well as negative outcomes

Answer: B

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