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ITIL ITIL4-DPI Exam Dumps - Actual Questions Answers

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ITIL ITIL4-DPI Questions Answers

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ITIL4-DPI Questions and Answers

Question # 1

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.

Ensure that all teams involved in incident resolution collaborate in the development of the policy

C.

Implement the policy for service desk staff before informing other affected support teams

D.

Engage with stakeholders to ensure that as much detail as possible is included in the policy

Question # 2

An organization is making a major improvement to how they create and deliver IT services. They need to collect feedback about what issues staff have with the improvement.

Which is an appropriate method for this?

A.

Ask managers to provide information about staff attitudes to the change

B.

Send frequent email updates explaining the importance of the change

C.

Provide responses to frequently asked questions (FAQ) on a website

D.

Provide managers with the tools they need to manage people through the change

Question # 3

A service provider has experienced a number of problems with their cloud storage service that have caused service outages. Problem management has successfully identified the cause of each incident, but further improvements to the service are considered necessary.

Which is the BEST example of using the 'continual improvement model' to guide improvements to the service?

A.

Use the model to identify and compare improvements to the 'problem management' practice

B.

Use the model to identify and prioritize improvements to the cloud storage service

C.

Use the model to restore and recover the cloud storage service each time the service fails

D.

Use the model to assess and authorize changes to improve the cloud storage service

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