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NEW QUESTION 29
What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?
- A. Engaging every stakeholder group in the same way, with the same communication.
- B. Increasing collaboration and visibility for the improvement.
- C. Involving customers after all planning has been completed.
- D. Restricting information about the improvement to essential stakeholders only.
Answer: C
NEW QUESTION 30
Which is the BEST type of resource for investigating complex incidents?
- A. Detailed work instructions
- B. Disaster recovery plans
- C. Self-help systems
- D. Knowledgeable support staff
Answer: D
Explanation:
More complex incidents will usually be escalated to a support team for resolution, or even suppliers and partners who offer support for products and services they provide.
NEW QUESTION 31
Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].
- A. additional measurements
- B. existing information
- C. revised processes
- D. new methods
Answer: B
NEW QUESTION 32
Which statement about the 'incident management' practice is CORRECT?
- A. It resolves the highest impact incidents first.
- B. It identifies the cause of major incidents.
- C. It maintains detailed procedures for diagnosing incidents.
- D. It authorizes changes to resolve incidents.
Answer: A
Explanation:
Explanation/Reference: https://www.bmc.com/blogs/itil-incident-management/
NEW QUESTION 33
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