Question 1

Business case is a justification for the expenditure of organizational resources, providing information about costs, benefits, options, risks, and issues.

What is CORRECT about building a business case?

Options :

A : Business cases never vary in content and structure

B : Organizations may require the same content in all of their business cases, or they may have different requirements depending on the proposed investment

C : In few events, the business case could identify the proposal and the proposals and progress status involved, from demand to value

D : Business case is not used to answer the questions often asked by senior management, for example, but sometimes can explaining why the proposal is needed and justifying the risks

Answer: B

Question 2

The muda waste type can be further subcategorized into narrower waste types.

What is the CORRECT answer about those subcategories?

Options :

A : Transport of goods = Work in progress, having more than strategic levels of products

B : Overprocessing = Excessive and necessary work

C : Overproduction = Producing more than is needed or before it is needed

D : Motion of people = Movement of work product, information, materials

Answer: C

Question 3

How do costs, risks, outcomes, and value interrelate in the context of a service?

Options :

A : Risks are contingent on value, outcomes, and costs

B : Outcomes hinge on value, costs, and risks

C : Costs are contingent on outcomes, risks, and value

D : Value is contingent on outcomes, costs, and risks

Answer: D

Question 4

There is always risk associated with an organization’s activity; the primary risk is usually that its objectives will not be achieved. In the context of ITIL® 4: Direct, Plan and Improve, understanding risk is essential to maximizing results while minimizing harm or loss. Risks should be considered for many reasons. Risk is

Options :

A : Can not be defined as uncertainty of outcome or be used in the context of measuring the probability of positive outcomes as well as negative outcomes.

B : A recommended practice that allows some discretion in its interpretation, implementation of compliance, or use.

C : A possible event that could cause harm or loss, or make it more difficult to achieve objectives.

D : Countermeasures or safeguards that provide reasonable assurance that objectives will be achieved

and undesired events will be either prevented or detected and corrected.

Answer: C

Question 5

An organization is in the process of planning a substantial transformation in how incidents are reported and resolved. The objective is to encourage users to employ a self-service portal for incident logging, while simultaneously necessitating that IT personnel adopt new procedures for reporting and resolving incidents. The organization regards the success of this initiative as pivotal, yet it expects resistance to change.

What is the MOST EFFECTIVE strategy to ensure the success of this initiative?

Options :

A : Conduct training sessions for support staff on the new procedures and utilize the service desk to notify users of the change, enabling them to seek clarification when needed.

B : Leverage a combination of communication channels such as email, social media, posters, and meetings to disseminate information about the changes, ensuring maximum outreach.

C : Establish a new social media platform dedicated to communicating the change and encourage all staff to engage by posting comments about the new operational methods.

D : Opt for communication methods that are well-known to each group of stakeholders and implement feedback mechanisms that allow for anonymity if preferred.

Answer: D

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