Question 1

When an organization has initiated an IT transformation project, which 'organizational change management' activity should it carry out FIRST?

Options :

A : Create a clear picture of what is changing and why it is valuable

B : Develop a value stream map of the desired future changes

C : Create corrective action plans for staff who are resistant to the change

D : Communicate areas of waste that can be eliminated

Answer: A

Question 2

What BEST describes the relationship between planning and risk?

Options :

A : Planning is a high level function, risk management is a tactical activity

B : Planning should always consider risks and how to mitigate them

C : Planning focuses on what needs to be accomplished, risk management is part of how work is to be performed

D : Risk management is the exclusive domain of dedicated risk managers

Answer: B

Question 3

In which TWO situations should be ITIL guiding principles be considered?

1. In every initiative

2. In all relationships with stakeholders

3. Only specific initiatives where the principle is relevant

4. Only specific stakeholder relationships where the principle is relevant

Options :

A : 1 and 2

B : 1 and 4

C : 3 and 4

D : 2 and 3

Answer: B

Question 4

Which charging mechanism could cause the price of a service to change depending on the time of day?

Options :

A : Cost

B : Cost plus

C : Market price

D : Differential charging

Answer: D

Question 5

A designer has been asked by an organization to design a new office chair. The designer has proposed a plant that they have been asked to validate. In 'design thinking', what should the designer do to BEST validate the plan

Options :

A : Ask the user to communicate their needs for the chair

B : Ask the user to provide feedback on a prototype of the chair

C : Adopt the user-s point of view of using the chair

D : Decide for the user what is important for the chair

Answer: A

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