ITIL ITIL PRACTITIONER Exam Questions

Questions for the ITIL PRACTITIONER were updated on : Jun 07 ,2024

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Question 1

See the Scenario for additional information.


CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It
has grown by acquisition over the last 20 years and has operations in over 50 countries.
Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In
some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT
Services (GCITS). In two countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide
selected services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
Inefficiencies caused by the current IT structure

Inconsistency of IT services when employees are travelling

CruiseAlong Cars is working with a European university (the University of Bachstein) to research and develop driverless car
technology. The venture operates as an independent company called DriveYou.com, and CruiseAlong Cars owns a 51%
share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of Bachstein (UoB).
DriveYou.com develops custom applications using a highly collaborative, rapid and iterative development approach. Their
employees are mostly research and development experts, working from multiple locations, with a significant number working
from home. Initial driverless car testing is being conducted in the US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and these relationships
are managed by a DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices Compliance with safety and other regulatory


requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In the past, some IT
services were funded and run centrally, and some were funded and run independently by each faculty. Centrally owned
services include a walk-in service desk, plus a separate service desk in the main library, run by library staff. Library services
and IT are both part of the universitys administrative services division. Recently, under a new CIO, there has been a drive to
centralize and consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators, researchers and
academics. It also runs some high performance computing systems and high bandwidth networks across the main campus
area.
Some of the issues that the UoB needs to address include:
Complete the centralization and consolidation of IT

Manage growth and increasing IT demand

Demonstrate value through competitive, responsive and transparent services

Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range of services, including
IT support, infrastructure and consulting. GCITS has mature and efficient IT service management processes, and holds an
ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range of services in
different countries to CruiseAlong Cars.
Some of the issues that GCITS needs to address include:
Succeed in establishing a strategic partnership with CruiseAlong Cars

Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their trials. It is responsible for
managing transportation systems and safety. DriveYou.com must work with the agency to ensure that their trials comply with
safety regulations, and the program includes bi0directional sharing of large amounts of data.
The NSDoTs internal IT team writes and manages most of their agency-specific applications, however most other
applications and infrastructure are provided by the Nevagon State central IT department.
GCITS have a major audit coming up to verify continued compliance to the ISO/IEC 20000 standard. In preparation for the
audit, they are conducting a series of internal audits.
GCITS has grown through acquisition. The latest acquisition, Optimsolv, does not comply with ISO/IEC 20000. Optimsolv
has a number of process improvements that need to be implemented to attain compliance. GCITS has six months to ensure
that Optimsolv is compliant.
Which OCM activity will BEST help Optimsolv to overcome any staff resistance, and comply with ISO/IEC 20000 within six
months?

  • A. Create a sense of urgency for the change.
  • B. Demonstrate enough value to business.
  • C. Make compliance the top corporate priority.
  • D. Maintain a focus on continual improvement.
Answer:

C

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Question 2

See the Scenario for additional information.

CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It
has grown by acquisition over the last 20 years and has operations in over 50 countries.
Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In
some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT
Services (GCITS). In two countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide
selected services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
Inefficiencies caused by the current IT structure

Inconsistency of IT services when employees are travelling

CruiseAlong Cars is working with a European university (the University of Bachstein) to research and develop driverless car
technology. The venture operates as an independent company called DriveYou.com, and CruiseAlong Cars owns a 51%
share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of Bachstein (UoB).
DriveYou.com develops custom applications using a highly collaborative, rapid and iterative development approach. Their
employees are mostly research and development experts, working from multiple locations, with a significant number working
from home. Initial driverless car testing is being conducted in the US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and these relationships
are managed by a DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices Compliance with safety and other regulatory


requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In the past, some IT
services were funded and run centrally, and some were funded and run independently by each faculty. Centrally owned
services include a walk-in service desk, plus a separate service desk in the main library, run by library staff. Library services
and IT are both part of the universitys administrative services division. Recently, under a new CIO, there has been a drive to
centralize and consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators, researchers and
academics. It also runs some high performance computing systems and high bandwidth networks across the main campus
area.
Some of the issues that the UoB needs to address include:
Complete the centralization and consolidation of IT

Manage growth and increasing IT demand

Demonstrate value through competitive, responsive and transparent services

Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range of services, including
IT support, infrastructure and consulting. GCITS has mature and efficient IT service management processes, and holds an
ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range of services in
different countries to CruiseAlong Cars.
Some of the issues that GCITS needs to address include:
Succeed in establishing a strategic partnership with CruiseAlong Cars

Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their trials. It is responsible for
managing transportation systems and safety. DriveYou.com must work with the agency to ensure that their trials comply with
safety regulations, and the program includes bi0directional sharing of large amounts of data.
The NSDoTs internal IT team writes and manages most of their agency-specific applications, however most other
applications and infrastructure are provided by the Nevagon State central IT department.
CruiseAlong Cars central IT organization wants to implement a new ITSM toolset to replace their outdated system. The new
ITSM toolset will be used by all CruiseAlong Cars IT departments and their service desks. The business case for the
improvement has not been made yet. This could include financial contribution from various countries. The overall goal of the
initiative is to achieve efficiencies and cost reductions through the centralization of processes and data for reporting across
country-based IT departments.
The business case for a new ITSM toolset has been approved. The project manager will soon start the detailed planning.
What is the BEST way to communicate with key stakeholders, and at which step of the CSI approach?

  • A. During where are we now? send an email to all IT country organizations describing the benefits of the project and inviting them to contribute.
  • B. During where are we now? send an email to a selection of IT country organizations, requesting their involvement in the project.
  • C. During where do we want to be? send an email to all IT country organizations describing the benefits of the project and inviting them to contribute.
  • D. During where do we want to be? send an email selection of IT country organizations, requesting their involvement in the project.
Answer:

B

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Question 3

Why is stakeholder management an important part of any improvement initiative?

  • A. To identify the leader who will fund the change.
  • B. To determine the level of resource allocated to the change.
  • C. To determine risk levels presented by organizational culture.
  • D. To identify whose support is needed for the change.
Answer:

D

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Question 4

See the Scenario for additional information.

CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It
has grown by acquisition over the last 20 years and has operations in over 50 countries.
Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In
some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT
Services (GCITS). In two countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide
selected services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
Inefficiencies caused by the current IT structure

Inconsistency of IT services when employees are travelling

CruiseAlong Cars is working with a European university (the University of Bachstein) to research and develop driverless car
technology. The venture operates as an independent company called DriveYou.com, and CruiseAlong Cars owns a 51%
share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of Bachstein (UoB).
DriveYou.com develops custom applications using a highly collaborative, rapid and iterative development approach. Their
employees are mostly research and development experts, working from multiple locations, with a significant number working
from home. Initial driverless car testing is being conducted in the US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and these relationships
are managed by a DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices Compliance with safety and other regulatory


requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In the past, some IT
services were funded and run centrally, and some were funded and run independently by each faculty. Centrally owned
services include a walk-in service desk, plus a separate service desk in the main library, run by library staff. Library services
and IT are both part of the universitys administrative services division. Recently, under a new CIO, there has been a drive to
centralize and consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators, researchers and
academics. It also runs some high performance computing systems and high bandwidth networks across the main campus
area.
Some of the issues that the UoB needs to address include:
Complete the centralization and consolidation of IT

Manage growth and increasing IT demand

Demonstrate value through competitive, responsive and transparent services

Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range of services, including
IT support, infrastructure and consulting. GCITS has mature and efficient IT service management processes, and holds an
ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range of services in
different countries to CruiseAlong Cars.
Some of the issues that GCITS needs to address include:
Succeed in establishing a strategic partnership with CruiseAlong Cars

Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their trials. It is responsible for
managing transportation systems and safety. DriveYou.com must work with the agency to ensure that their trials comply with
safety regulations, and the program includes bi0directional sharing of large amounts of data.
The NSDoTs internal IT team writes and manages most of their agency-specific applications, however most other
applications and infrastructure are provided by the Nevagon State central IT department.
DriveYou.com decided to move the storage and management of their testing data to a new platform so that they can share it
more effectively with the UoB. They also need to facilitate data transfer from new CruiseAlong Cars research facilities in
Japan and Australia.

  • A. ‘Timing and frequency matter’ because ‘where are we now?’ requires that messages to all stakeholders are kept simple.
  • B. There is no single correct method of communication because how do we get there? requires co-ordination from a diverse range of stakeholders.
  • C. Timing and frequency matter because what is the vision? will need regular reinforcement to ensure the execution of the project is a success.
  • D. There is no single correct method of communication because where do we want to be? is different for every stakeholder.
Answer:

B

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Question 5

See the Scenario for additional information.

CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It
has grown by acquisition over the last 20 years and has operations in over 50 countries.
Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In
some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT
Services (GCITS). In two countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide
selected services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
Inefficiencies caused by the current IT structure

Inconsistency of IT services when employees are travelling

CruiseAlong Cars is working with a European university (the University of Bachstein) to research and develop driverless car
technology. The venture operates as an independent company called DriveYou.com, and CruiseAlong Cars owns a 51%
share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of Bachstein (UoB).
DriveYou.com develops custom applications using a highly collaborative, rapid and iterative development approach. Their
employees are mostly research and development experts, working from multiple locations, with a significant number working
from home. Initial driverless car testing is being conducted in the US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and these relationships
are managed by a DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices Compliance with safety and other regulatory


requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In the past, some IT
services were funded and run centrally, and some were funded and run independently by each faculty. Centrally owned
services include a walk-in service desk, plus a separate service desk in the main library, run by library staff. Library services
and IT are both part of the universitys administrative services division. Recently, under a new CIO, there has been a drive to
centralize and consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators, researchers and
academics. It also runs some high performance computing systems and high bandwidth networks across the main campus
area.
Some of the issues that the UoB needs to address include:
Complete the centralization and consolidation of IT

Manage growth and increasing IT demand

Demonstrate value through competitive, responsive and transparent services

Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range of services, including
IT support, infrastructure and consulting. GCITS has mature and efficient IT service management processes, and holds an
ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range of services in
different countries to CruiseAlong Cars.
Some of the issues that GCITS needs to address include:
Succeed in establishing a strategic partnership with CruiseAlong Cars

Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their trials. It is responsible for
managing transportation systems and safety. DriveYou.com must work with the agency to ensure that their trials comply with
safety regulations, and the program includes bi0directional sharing of large amounts of data.
The NSDoTs internal IT team writes and manages most of their agency-specific applications, however most other
applications and infrastructure are provided by the Nevagon State central IT department.
CruiseAlong Cars is planning to improve the provision and support of IT services for senior executives who travel. They will
deploy new mobile technology to enhance the user experience. They will also improve the incident management and request
fulfilment processes and standardize these across service desks.
They are taking an iterative approach and have released the first iteration of improvements. A project manager has been
appointed for this improvement initiative.
The project manager is trying to understand the current level of service provided to senior executives.
Which is an example of a CSF for the customer quadrant of the balanced scorecard?

  • A. Customer satisfaction with operational services.
  • B. Ability to respond rapidly to customer demand for change.
  • C. Stability and availability of services delivered to customers.
  • D. Ability to resolve customer incidents quickly and effectively.
Answer:

C

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Question 6

See the Scenario for additional information.

CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It
has grown by acquisition over the last 20 years and has operations in over 50 countries.
Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In
some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT
Services (GCITS). In two countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide
selected services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
Inefficiencies caused by the current IT structure

Inconsistency of IT services when employees are travelling

CruiseAlong Cars is working with a European university (the University of Bachstein) to research and develop driverless car
technology. The venture operates as an independent company called DriveYou.com, and CruiseAlong Cars owns a 51%
share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of Bachstein (UoB).
DriveYou.com develops custom applications using a highly collaborative, rapid and iterative development approach. Their
employees are mostly research and development experts, working from multiple locations, with a significant number working
from home. Initial driverless car testing is being conducted in the US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and these relationships
are managed by a DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices Compliance with safety and other regulatory


requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In the past, some IT
services were funded and run centrally, and some were funded and run independently by each faculty. Centrally owned
services include a walk-in service desk, plus a separate service desk in the main library, run by library staff. Library services
and IT are both part of the universitys administrative services division. Recently, under a new CIO, there has been a drive to
centralize and consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators, researchers and
academics. It also runs some high performance computing systems and high bandwidth networks across the main campus
area.
Some of the issues that the UoB needs to address include:
Complete the centralization and consolidation of IT

Manage growth and increasing IT demand

Demonstrate value through competitive, responsive and transparent services

Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range of services, including
IT support, infrastructure and consulting. GCITS has mature and efficient IT service management processes, and holds an
ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range of services in
different countries to CruiseAlong Cars.
Some of the issues that GCITS needs to address include:
Succeed in establishing a strategic partnership with CruiseAlong Cars

Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their trials. It is responsible for
managing transportation systems and safety. DriveYou.com must work with the agency to ensure that their trials comply with
safety regulations, and the program includes bi0directional sharing of large amounts of data.
The NSDoTs internal IT team writes and manages most of their agency-specific applications, however most other
applications and infrastructure are provided by the Nevagon State central IT department.
GCITS will create a new global mobile VIP service for CruiseAlong Cars senior executives, which will give them access to
corporate IT services from mobile devices, from any location. The new service will be delivered by the existing GCITS
centralized service desk. It will include 24/7 support, and reported incidents and requests will be treated as a high priority.
GCITS has subcontracted global mobile network access to Mobilwork, an international telecom provider.
Effective and efficient escalation of incidents will be crucial to the success of the global mobile VIP service. Staff in GCITS,
CruiseAlong Cars and Mobilwork could be involved in escalation.
Which is the BEST tool to use, and to whom will it be provided?

  • A. A RACI model authority matrix, provided to the project manager when approving the design costs.
  • B. A stakeholder map, provided to the project manager when approving the design costs.
  • C. A RACI model authority matrix, provided to the service desk during deployment.
  • D. A stakeholder map, provided to the service desk during deployment.
Answer:

C

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Question 7

Which is an example of using the communication principle ‘timing and frequency matter’?

  • A. Repeating a training video in a variety of languages because there are staff in different countries.
  • B. Creating a multi-media briefing to update all staff on major changes to organizational structure.
  • C. Repeating a presentation to allow for the hours of work in a global organization.
  • D. Creating a targeted bulletin that allows different staff groups to feedback on improvement opportunities.
Answer:

D

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Question 8

See the Scenario for additional information.

CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It
has grown by acquisition over the last 20 years and has operations in over 50 countries.
Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In
some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT
Services (GCITS). In two countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide
selected services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
Inefficiencies caused by the current IT structure

Inconsistency of IT services when employees are travelling

CruiseAlong Cars is working with a European university (the University of Bachstein) to research and develop driverless car
technology. The venture operates as an independent company called DriveYou.com, and CruiseAlong Cars owns a 51%
share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of Bachstein (UoB).
DriveYou.com develops custom applications using a highly collaborative, rapid and iterative development approach. Their
employees are mostly research and development experts, working from multiple locations, with a significant number working
from home. Initial driverless car testing is being conducted in the US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and these relationships
are managed by a DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices Compliance with safety and other regulatory


requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In the past, some IT
services were funded and run centrally, and some were funded and run independently by each faculty. Centrally owned
services include a walk-in service desk, plus a separate service desk in the main library, run by library staff. Library services
and IT are both part of the universitys administrative services division. Recently, under a new CIO, there has been a drive to
centralize and consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators, researchers and
academics. It also runs some high performance computing systems and high bandwidth networks across the main campus
area.
Some of the issues that the UoB needs to address include:
Complete the centralization and consolidation of IT

Manage growth and increasing IT demand

Demonstrate value through competitive, responsive and transparent services

Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range of services, including
IT support, infrastructure and consulting. GCITS has mature and efficient IT service management processes, and holds an
ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range of services in
different countries to CruiseAlong Cars.
Some of the issues that GCITS needs to address include:
Succeed in establishing a strategic partnership with CruiseAlong Cars

Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their trials. It is responsible for
managing transportation systems and safety. DriveYou.com must work with the agency to ensure that their trials comply with
safety regulations, and the program includes bi0directional sharing of large amounts of data.
The NSDoTs internal IT team writes and manages most of their agency-specific applications, however most other
applications and infrastructure are provided by the Nevagon State central IT department.
CruiseAlong Cars central IT organization wants to implement a new ITSM toolset to replace their outdated system. The new
ITSM toolset will be used by all CruiseAlong Cars IT departments and their service desks. The business case for the
improvement has not been made yet. This could include financial contribution from various countries. The overall goal of the
initiative is to achieve efficiencies and cost reductions through the centralization of processes and data for reporting across
country-based IT departments.
CruiseAlong Cars CIO recognizes that they must adopt an approach that focuses on service, and adapt ITIL best practices
to achieve value from the processes that are underpinned by the new toolset.
What is the BEST way for best practice to be adapted to achieve the project goals?

  • A. Utilize the process flows already available in the ITSM toolset because this requires least rework and is the lowest cost option.
  • B. Use the best of the current processes from each country because costs will be reduced if the same solution is accepted by all of them.
  • C. Utilize the ITIL guidance as a framework for the new processes because this will improve support and achieve cost reduction.
  • D. Replace all current processes with fully ITIL aligned versions because this will allow easy automation to cut costs.
Answer:

C

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Question 9

See the Scenario for additional information.

CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It
has grown by acquisition over the last 20 years and has operations in over 50 countries.
Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In
some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT
Services (GCITS). In two countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide
selected services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
Inefficiencies caused by the current IT structure

Inconsistency of IT services when employees are travelling

CruiseAlong Cars is working with a European university (the University of Bachstein) to research and develop driverless car
technology. The venture operates as an independent company called DriveYou.com, and CruiseAlong Cars owns a 51%
share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of Bachstein (UoB).
DriveYou.com develops custom applications using a highly collaborative, rapid and iterative development approach. Their
employees are mostly research and development experts, working from multiple locations, with a significant number working
from home. Initial driverless car testing is being conducted in the US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and these relationships
are managed by a DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices Compliance with safety and other regulatory


requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In the past, some IT
services were funded and run centrally, and some were funded and run independently by each faculty. Centrally owned
services include a walk-in service desk, plus a separate service desk in the main library, run by library staff. Library services
and IT are both part of the universitys administrative services division. Recently, under a new CIO, there has been a drive to
centralize and consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators, researchers and
academics. It also runs some high performance computing systems and high bandwidth networks across the main campus
area.
Some of the issues that the UoB needs to address include:
Complete the centralization and consolidation of IT

Manage growth and increasing IT demand

Demonstrate value through competitive, responsive and transparent services

Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range of services, including
IT support, infrastructure and consulting. GCITS has mature and efficient IT service management processes, and holds an
ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range of services in
different countries to CruiseAlong Cars.
Some of the issues that GCITS needs to address include:
Succeed in establishing a strategic partnership with CruiseAlong Cars

Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their trials. It is responsible for
managing transportation systems and safety. DriveYou.com must work with the agency to ensure that their trials comply with
safety regulations, and the program includes bi0directional sharing of large amounts of data.
The NSDoTs internal IT team writes and manages most of their agency-specific applications, however most other
applications and infrastructure are provided by the Nevagon State central IT department.
DriveYou.com decided to move the storage and management of their testing data to a new platform so that they can share it
more effectively with the UoB. They also need to facilitate data transfer from new CruiseAlong Cars research facilities in
Japan and Australia.
DriveYou.com senior management has decided they want a business case produced for the proposed new platform for
managing test data.
What three pieces of information are MOST important to include in the business case?

  • A. 1, 2 and 5.
  • B. 1, 3 and 6.
  • C. 2, 4 and 6.
  • D. 3, 4 and 5.
Answer:

C

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Question 10

See the Scenario for additional information.


CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It
has grown by acquisition over the last 20 years and has operations in over 50 countries.
Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In
some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT
Services (GCITS). In two countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide
selected services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
Inefficiencies caused by the current IT structure

Inconsistency of IT services when employees are travelling

CruiseAlong Cars is working with a European university (the University of Bachstein) to research and develop driverless car
technology. The venture operates as an independent company called DriveYou.com, and CruiseAlong Cars owns a 51%
share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of Bachstein (UoB).
DriveYou.com develops custom applications using a highly collaborative, rapid and iterative development approach. Their
employees are mostly research and development experts, working from multiple locations, with a significant number working
from home. Initial driverless car testing is being conducted in the US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and these relationships
are managed by a DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices Compliance with safety and other regulatory


requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In the past, some IT
services were funded and run centrally, and some were funded and run independently by each faculty. Centrally owned
services include a walk-in service desk, plus a separate service desk in the main library, run by library staff. Library services
and IT are both part of the universitys administrative services division. Recently, under a new CIO, there has been a drive to
centralize and consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators, researchers and
academics. It also runs some high performance computing systems and high bandwidth networks across the main campus
area.
Some of the issues that the UoB needs to address include:
Complete the centralization and consolidation of IT

Manage growth and increasing IT demand

Demonstrate value through competitive, responsive and transparent services

Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range of services, including
IT support, infrastructure and consulting. GCITS has mature and efficient IT service management processes, and holds an
ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range of services in
different countries to CruiseAlong Cars.
Some of the issues that GCITS needs to address include:
Succeed in establishing a strategic partnership with CruiseAlong Cars

Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their trials. It is responsible for
managing transportation systems and safety. DriveYou.com must work with the agency to ensure that their trials comply with
safety regulations, and the program includes bi0directional sharing of large amounts of data.
The NSDoTs internal IT team writes and manages most of their agency-specific applications, however most other
applications and infrastructure are provided by the Nevagon State central IT department.
CruiseAlong Cars is planning to improve the provision and support of IT services for senior executives who travel. They will
deploy new mobile technology to enhance the user experience. They will also improve the incident management and request
fulfilment processes and standardize these across service desks.
They are taking an iterative approach and have released the first iteration of improvements. A project manager has been
appointed for this improvement initiative.
It has been decided that the cost of improvements to senior executive services must be controlled.
During which two activities is it MOST important to measure average cost per incident?

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

A

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Question 11

See the Scenario for additional information.


CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It
has grown by acquisition over the last 20 years and has operations in over 50 countries.
Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In
some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT
Services (GCITS). In two countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide
selected services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
Inefficiencies caused by the current IT structure

Inconsistency of IT services when employees are travelling

CruiseAlong Cars is working with a European university (the University of Bachstein) to research and develop driverless car
technology. The venture operates as an independent company called DriveYou.com, and CruiseAlong Cars owns a 51%
share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of Bachstein (UoB).
DriveYou.com develops custom applications using a highly collaborative, rapid and iterative development approach. Their
employees are mostly research and development experts, working from multiple locations, with a significant number working
from home. Initial driverless car testing is being conducted in the US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and these relationships
are managed by a DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices Compliance with safety and other regulatory


requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In the past, some IT
services were funded and run centrally, and some were funded and run independently by each faculty. Centrally owned
services include a walk-in service desk, plus a separate service desk in the main library, run by library staff. Library services
and IT are both part of the universitys administrative services division. Recently, under a new CIO, there has been a drive to
centralize and consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators, researchers and
academics. It also runs some high performance computing systems and high bandwidth networks across the main campus
area.
Some of the issues that the UoB needs to address include:
Complete the centralization and consolidation of IT

Manage growth and increasing IT demand

Demonstrate value through competitive, responsive and transparent services

Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range of services, including
IT support, infrastructure and consulting. GCITS has mature and efficient IT service management processes, and holds an
ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range of services in
different countries to CruiseAlong Cars.
Some of the issues that GCITS needs to address include:
Succeed in establishing a strategic partnership with CruiseAlong Cars

Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their trials. It is responsible for
managing transportation systems and safety. DriveYou.com must work with the agency to ensure that their trials comply with
safety regulations, and the program includes bi0directional sharing of large amounts of data.
The NSDoTs internal IT team writes and manages most of their agency-specific applications, however most other
applications and infrastructure are provided by the Nevagon State central IT department.
GCITS will create a new global mobile VIP service for CruiseAlong Cars senior executives, which will give them access to
corporate IT services from mobile devices, from any location. The new service will be delivered by the existing GCITS
centralized service desk. It will include 24/7 support, and reported incidents and requests will be treated as a high priority.
GCITS has subcontracted global mobile network access to Mobilwork, an international telecom provider.
During the how do we keep the momentum going? step of the CSI approach, the service desk manager has become aware
that some service desk staff are using the old working practices. This is affecting the service to the VIPs.
Which is the BEST way to apply the guiding principles in this case?

  • A. Design for experience by engaging with the VIPs to identify improvements to the service.
  • B. Collaborate with the service desk staff to design improvements to the new processes.
  • C. Be transparent and explain that non-compliance to procedures will lead to disciplinary action.
  • D. Observe directly in order to understand who is not using the new procedures and why.
Answer:

D

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Question 12

See the Scenario for additional information.

CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It
has grown by acquisition over the last 20 years and has operations in over 50 countries.
Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In
some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT
Services (GCITS). In two countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide
selected services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
Inefficiencies caused by the current IT structure

Inconsistency of IT services when employees are travelling

CruiseAlong Cars is working with a European university (the University of Bachstein) to research and develop driverless car
technology. The venture operates as an independent company called DriveYou.com, and CruiseAlong Cars owns a 51%
share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of Bachstein (UoB).
DriveYou.com develops custom applications using a highly collaborative, rapid and iterative development approach. Their
employees are mostly research and development experts, working from multiple locations, with a significant number working
from home. Initial driverless car testing is being conducted in the US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and these relationships
are managed by a DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices Compliance with safety and other regulatory


requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In the past, some IT
services were funded and run centrally, and some were funded and run independently by each faculty. Centrally owned
services include a walk-in service desk, plus a separate service desk in the main library, run by library staff. Library services
and IT are both part of the universitys administrative services division. Recently, under a new CIO, there has been a drive to
centralize and consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators, researchers and
academics. It also runs some high performance computing systems and high bandwidth networks across the main campus
area.
Some of the issues that the UoB needs to address include:
Complete the centralization and consolidation of IT

Manage growth and increasing IT demand

Demonstrate value through competitive, responsive and transparent services

Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range of services, including
IT support, infrastructure and consulting. GCITS has mature and efficient IT service management processes, and holds an
ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range of services in
different countries to CruiseAlong Cars.
Some of the issues that GCITS needs to address include:
Succeed in establishing a strategic partnership with CruiseAlong Cars

Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their trials. It is responsible for
managing transportation systems and safety. DriveYou.com must work with the agency to ensure that their trials comply with
safety regulations, and the program includes bi0directional sharing of large amounts of data.
The NSDoTs internal IT team writes and manages most of their agency-specific applications, however most other
applications and infrastructure are provided by the Nevagon State central IT department.
DriveYou.com decided to move the storage and management of their testing data to a new platform so that they can share it
more effectively with the UoB. They also need to facilitate data transfer from new CruiseAlong Cars research facilities in
Japan and Australia.
The DriveYou.com project manager has set up an initial teleconference for the project, which will include the new research
teams from CruiseAlong Cars.
How could the project manager ensure that verbal handshaking is addressed?

  • A. By ensuring that action points and next steps are clarified and agreed during the session.
  • B. By organizing face-to-face meetings in advance to build rapport and personal contact.
  • C. By requesting that all parties listen closely to discussions and do not speak over each other.
  • D. By creating a digital recording to ensure that all the discussions are captured and can be reviewed.
Answer:

A

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Question 13

The project manager is writing a business case for the improvement. This business case explains how following the CSI
approach will contribute to the improvement work.
Which is a correct description of the purpose of a CSI step in this improvement work?

  • A. “Where are we now?” will document process issues that need to be resolved.
  • B. ‘How do we get there?’ will specify the objectives and business case for the project.
  • C. ‘What is the vision?’ will identify the best ITSM software tool to use.
  • D. ‘Did we get there?’ will define measurable steps for the project.
Answer:

A

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Question 14

See the Scenario for additional information.

CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It
has grown by acquisition over the last 20 years and has operations in over 50 countries.
Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In
some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT
Services (GCITS). In two countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide
selected services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
Inefficiencies caused by the current IT structure

Inconsistency of IT services when employees are travelling

CruiseAlong Cars is working with a European university (the University of Bachstein) to research and develop driverless car
technology. The venture operates as an independent company called DriveYou.com, and CruiseAlong Cars owns a 51%
share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of Bachstein (UoB).
DriveYou.com develops custom applications using a highly collaborative, rapid and iterative development approach. Their
employees are mostly research and development experts, working from multiple locations, with a significant number working
from home. Initial driverless car testing is being conducted in the US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and these relationships
are managed by a DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices Compliance with safety and other regulatory


requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In the past, some IT
services were funded and run centrally, and some were funded and run independently by each faculty. Centrally owned
services include a walk-in service desk, plus a separate service desk in the main library, run by library staff. Library services
and IT are both part of the universitys administrative services division. Recently, under a new CIO, there has been a drive to
centralize and consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators, researchers and
academics. It also runs some high performance computing systems and high bandwidth networks across the main campus
area.
Some of the issues that the UoB needs to address include:
Complete the centralization and consolidation of IT

Manage growth and increasing IT demand

Demonstrate value through competitive, responsive and transparent services

Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range of services, including
IT support, infrastructure and consulting. GCITS has mature and efficient IT service management processes, and holds an
ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range of services in
different countries to CruiseAlong Cars.
Some of the issues that GCITS needs to address include:
Succeed in establishing a strategic partnership with CruiseAlong Cars

Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their trials. It is responsible for
managing transportation systems and safety. DriveYou.com must work with the agency to ensure that their trials comply with
safety regulations, and the program includes bi0directional sharing of large amounts of data.
The NSDoTs internal IT team writes and manages most of their agency-specific applications, however most other
applications and infrastructure are provided by the Nevagon State central IT department.
GCITS have a major audit coming up to verify continued compliance to the ISO/IEC 20000 standard. In preparation for the
audit, they are conducting a series of internal audits.
GCITS has grown through acquisition. The latest acquisition, Optimsolv, does not comply with ISO/IEC 20000. Optimsolv
has a number of process improvements that need to be implemented to attain compliance. GCITS has six months to ensure
that Optimsolv is compliant.
The project manager is designing a resistance management plan for Optimsolv IT staff.
Which is the BEST whats in it for me? statement?

  • A. “I am part of an important company initiative”.
  • B. “I can use the opportunity to learn valuable new skills”.
  • C. “Optimsolv gets ISO/IEC 20000 certification”.
  • D. “GCITS achieves its corporate goals”.
Answer:

B

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Question 15

See the Scenario for additional information.

CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It
has grown by acquisition over the last 20 years and has operations in over 50 countries.
Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In
some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT
Services (GCITS). In two countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide
selected services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
Inefficiencies caused by the current IT structure

Inconsistency of IT services when employees are travelling

CruiseAlong Cars is working with a European university (the University of Bachstein) to research and develop driverless car
technology. The venture operates as an independent company called DriveYou.com, and CruiseAlong Cars owns a 51%
share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of Bachstein (UoB).
DriveYou.com develops custom applications using a highly collaborative, rapid and iterative development approach. Their
employees are mostly research and development experts, working from multiple locations, with a significant number working
from home. Initial driverless car testing is being conducted in the US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and these relationships
are managed by a DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices Compliance with safety and other regulatory


requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In the past, some IT
services were funded and run centrally, and some were funded and run independently by each faculty. Centrally owned
services include a walk-in service desk, plus a separate service desk in the main library, run by library staff. Library services
and IT are both part of the universitys administrative services division. Recently, under a new CIO, there has been a drive to
centralize and consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators, researchers and
academics. It also runs some high performance computing systems and high bandwidth networks across the main campus
area.
Some of the issues that the UoB needs to address include:
Complete the centralization and consolidation of IT

Manage growth and increasing IT demand

Demonstrate value through competitive, responsive and transparent services

Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range of services, including
IT support, infrastructure and consulting. GCITS has mature and efficient IT service management processes, and holds an
ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range of services in
different countries to CruiseAlong Cars.
Some of the issues that GCITS needs to address include:
Succeed in establishing a strategic partnership with CruiseAlong Cars

Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their trials. It is responsible for
managing transportation systems and safety. DriveYou.com must work with the agency to ensure that their trials comply with
safety regulations, and the program includes bi0directional sharing of large amounts of data.
The NSDoTs internal IT team writes and manages most of their agency-specific applications, however most other
applications and infrastructure are provided by the Nevagon State central IT department.
The IT department at the UoB does not have a service catalogue or a service portfolio, and there is limited understanding of
the structure and value of services in the organization. Many of the individual departments and faculties are resistant to the
CIOs vision for global services.
They have decided to appoint business relationship managers (BRMs) who will be expected to address many of the
challenges, in order to support collaboration and help to define global services. Some business analysts are going to be
transferred to these new positions.
One of the BRMs has had an improvement idea for implementing a de-centralized support model that can be actioned
quickly. The BRM proposed implementing the improvement in the next three months. The improvement was rejected by the
CIO who has suggested that the idea should never have been proposed.
Which tool should the BRM have used to predict the CIOs response at this early stage?

  • A. The CSI register, to properly define the timescale for implementation.
  • B. The CSI register, to define who the improvement would be actioned by.
  • C. The orientation worksheet, to understand the organizational vision.
  • D. The orientation worksheet, to measure the success of the improvement.
Answer:

B

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