Free PeopleCert ITIL Practitioner ITIL-Practitioner Exam Practice Test

Why is a meeting notes template used?

• To record meeting objectives while the meeting is in progress.
  
• To help the meeting chairperson to capture key details.
  
• To ensure that the meeting runs to planned timings.
  
• To ensure the correct participants attend the meeting
  

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

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

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

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

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

• Passing on key messages from a briefing to a colleague who was unable to attend.
  
• Setting a calendar appointment for a team member's performance appraisal.
  
• Sending a meeting agenda to all attendees before every meeting.
  
• Capturing issues raised by attendees at the end of a company briefing
  

A number of service desk staff do not like the planned improvements and have offered alternative solutions.The project manager has decided to involve them in the design and review process.This is an example of using which tactic?

• Prioritize the change against other changes.
  
• Be open and honest.
  
• Create and communicate quick wins.
  
• Resistance is not always necessarily negative.
  

What is organizational change management (OCM) MOST likely to contribute to in an organization?

• The knowledge required to support the adoption of new technology platforms.
  
• Cultural changes required as a result of adopting new business processes.
  
• Standard changes that are made to IT service assets and configuration items.
  
• The development of underpinning processes for a change management standard.
  

The improvement initiative has been running for a year and the BRMs believe it has been successful.What is the BEST way to demonstrate its success?

• By completing a benefits realization review.
  
• By facilitating a customer service review workshop.
  
• By conducting a service catalogue gap analysis.
  
• By undertaking a stakeholder review analysis.
  

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?

• ''Where are we now?'' will document process issues that need to be resolved.
  
• 'How do we get there?' will specify the objectives and business case for the project.
  
• 'What is the vision?' will identify the best ITSM software tool to use.
  
• 'Did we get there?' will define measurable steps for the project.