PEOPLECERT ITIL-Practitioner PeopleCert ITIL Practitioner Exam Practice Test Questions

• Question 1

  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.
    

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• Question 2

  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.
    

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• Question 3

  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.
    

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• Question 4

  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
    

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• Question 5

  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.
    

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