ITIL 4 Direct, Plan and Improve (DPI) Improvement Practice Questions

An organization recently established a continual improvement team to promote and enable continual improvement throughout the SVS. The members of the team are discussing the team's role in continual improvement across the organization. Which is the BEST description of the team's role in this situation?

• AA. The team should be the central point of responsibility for the identification, proposal, and implementation of all improvements
• BB. The team should ensure that everyone in the organization is empowered and trained to identify and propose improvements
• CC. The team should focus on the improvement of the 'continual improvement' practice
• DD. The team should ensure that every improvement initiative strictly follows the steps in the ITIL continual improvement model

An organization is making a major improvement to how they create and deliver IT services. They need to collect feedback about what issues staff have with the improvement. Which is an appropriate method for this?

• AA. Ask managers to provide information about staff attitudes to the change
• BB. Send frequent email updates explaining the importance of the change
• CC. Provide responses to frequently asked questions (FAQ) on a website
• DD. Provide managers with the tools they need to manage people through the change