Question 1

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 2

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 3

An organization supports the users of its services using a tiered structure. There are many specialists in the second- and third-line resolution teams who have worked for the organization for a long time. The organization is in the process of deploying many changes to services. This is likely to result in a large number of complex incidents. In addition, there are long backlogs of work for the second and third-line resolution teams to complete.

Which is the BEST approach or technique to resolve this situation?

Options :

A : Service integration and management

B : Machine learning

C : Swarming

D : An information model

Answer: C

Question 4

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 5

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