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NEW QUESTION 53
When an organization has initiated an IT transformation project, which ‘organizational change management’ activity should it carry out FIRST?
- A. Create corrective action plans for staff who are resistant to the change
- B. Communicate areas of waste that can be eliminated
- C. Create a clear picture of what is changing and why it is valuable
- D. Develop a value stream map of the desired future changes
Answer: C
NEW QUESTION 54
An organization is implementing new technology that will significantly improve how they interact with their customers.
Which term BEST describes this situation?
- A. Digital organization
- B. Digital transformation
- C. IT transformation
- D. High velocity IT
Answer: B
NEW QUESTION 55
In an organization, a service desk team employs experienced staff who have worked there for many years and have good relationships with support teams. The organization has a good improvement culture, and staff are encouraged to use their experience and identify improvements. They are developing a new policy for handling incidents.
Which is the BEST approach for this new policy?
- A. Ensure that all teams involved in incident resolution collaborate in the development of the policy
- B. Engage with stakeholders to ensure that as much detail as possible is included in the policy
- C. Implement the policy to the service desk staff initially before informing other affected support teams
- D. Ensure that any identified exceptions are excluded from the policy to improve clarity
Answer: A
NEW QUESTION 56
An organization supports the users of its services using a tiered structure. There are many specialists in the second- and third-line resolution teams who have worked for the organization for a long time. The organization is in the process of deploying many changes to services. This is likely to result in a large number of complex incidents. In addition, there are long backlogs of work for the second and third-line resolution teams to complete.
Which is the BEST approach or technique to resolve this situation?
- A. Swarming
- B. Service integration and management
- C. An information model
- D. Machine learning
Answer: A
NEW QUESTION 57
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