السؤال #1

See the scenario for additional informational.CruiseAlong CarsCruiseAlong 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

A. reate a new comprehensive communications plan for all stakeholders before engaging with the research teams

B. se the existing communications plan and send all previous communications to the research teams

C. ake contact with the research teams and build a specific communications approach to address their needs

D. nclude the named contacts immediately on the project email distribution list and ask them for feedback

عرض الإجابة

اجابة صحيحة: C

السؤال #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 last20 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 I

A. ey stakeholders: Central IT CIO Selected country CIOs Baseline value: Time taken to produce weekly reports = 1 day Expected result: Time taken to produce weekly reports = 0

B. ey stakeholders: Central IT CIO All country CIOs Baseline value: Number of incorrectly categorized incidents per month = 50 Expected result: Number of incorrectly categorized incidents per month = 30

C. ey stakeholders: Central IT CIO Selected country CIOs Baseline value: Total IT headcount = 470 Expected result: Total IT headcount = 500

D. ey stakeholders: Central IT CIO All country CIOs Baseline value: Average cost per incident = $12

عرض الإجابة

اجابة صحيحة: D

السؤال #3

See the scenario for additional informational.CruiseAlong CarsCruiseAlong 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

A. ommunications Approach: Critical\rWhy: They are accountable for the project budget to build and support the new solution

B. ommunications Approach: Significant\rWhy: The data being shared on the new platform is critical to the technical team role

C. ommunications Approach: Critical\rWhy: Technical teams are the only people with the necessary skills to manage the new platform

D. ommunications Approach: Significant\rWhy: Continued support is required for the planning process and then support of the solution

عرض الإجابة

اجابة صحيحة: D

السؤال #4

CruiseAlong CarsCruiseAlong 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 p

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

عرض الإجابة

اجابة صحيحة: D

السؤال #5

See the scenario for additional informational. 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 Cit

A. Customer satisfaction with mobile services is higher than 90%

B. Network availability for mobile services is maintained at 99

C. Incident turnaround time for mobile services is improved by 15%

D. Cost per incident for mobile services is within 2% of target

عرض الإجابة

اجابة صحيحة: A

السؤال #6

See the scenario for additional informational. 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 Cit

A. Survey Optimsolv senior managers to gain general feedback on employee satisfaction

B. Carry out stakeholder analysis to determine which Optimsolv employees to survey

C. Directly observe impacted Optimsolv employees in their roles

D. Create a resistance management plan for Optimsolv employees

عرض الإجابة

اجابة صحيحة: C

السؤال #7

See the scenario for additional informational. 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 Cit

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

عرض الإجابة

اجابة صحيحة: A

السؤال #8

See the scenario for additional informational. 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 Cit

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

عرض الإجابة

اجابة صحيحة: C

السؤال #9

Scenario: (Note: The companies and people within the scenario are fictional) 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 la

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

عرض الإجابة

اجابة صحيحة: C

السؤال #10

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

عرض الإجابة

اجابة صحيحة: A

السؤال #11

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

عرض الإجابة

اجابة صحيحة: D

السؤال #12

See the scenario for additional informational. 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 Cit

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 coordination 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 stakehold

عرض الإجابة

اجابة صحيحة: B

السؤال #13

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

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

عرض الإجابة

اجابة صحيحة: B

السؤال #14

Which is the BEST example of the communication principle `communication is a two-way process?

A. Passing on key messages from a briefing to a colleague who was unable to attend

B. Setting a calendar appointment for a team member's performance appraisal

C. Sending a meeting agenda to all attendees before every meeting

D. Capturing issues raised by attendees at the end of a company briefing

عرض الإجابة

اجابة صحيحة: D

السؤال #15

See the scenario for additional informational. 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 Cit

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

عرض الإجابة

اجابة صحيحة: B

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