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ITIL ITIL4-DPI - ITIL 4 Strategist: Direct, Plan and Improve (DPI)

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Total 40 questions

At the start of an organizational change initiative, the managers of an organization ensure that stakeholders know what the change is supposed to achieve and encourage them to discuss it.

Which organizational change management requirement does this MOST contribute to?

A.

Clear and relevant objectives

B.

Strong and committed leadership

C.

Willing and prepared participants

D.

Sustained improvement

An organization uses an external service provider to develop and support a critical application. They have asked the supplier to make improvements as users have been complaining that the application is difficult to use.

What would be a suitable SMART KPI for measuring this improvement?

A.

A significant number of user interface improvements implemented over the next six months

B.

User satisfaction with the application measured in a monthly survey increases by 30% over the next six months

C.

Customer satisfaction with the application measured by using net promoter score increases by 5% each year

D.

Usability of the application evaluated by the application manager improves from "poor" to "good" over the next six months