People Cert Answer Key

2024 PeopleCert ITIL-4-DPI Exam Questions & Answers (Full Version) Questions and Answers PDF Question: 1 What is the concept of Directing? A. Leading, conducting, or guiding someone, or ordering something, including setting and communicating the vision, purpose, objectives, and guiding principles for an organization or team. B. Leading, conducting, or guiding someone, or ordering something but this does not includes setting and communicating the vision, purpose, objectives, and guiding principles for an organization or similar concepts. C. Refers only to leading or guiding the organization or team towards its objectives. D. A person who directs people or things or who may have been given some kind of authority Answer: A Explanation: A. 2 Key terms and concepts 2.1.1 Direction Definition: Directing: Leading, conducting, or guiding someone, or ordering something. This includes setting and communicating the vision, purpose, objectives, and guiding principles for an organization or team. It may also include leading or guiding the organization or team towards its objectives. Question: 2 "A deliberately introduced change that results in increased value for one or more stakeholders." It refers to: A. B. C. D. Value Agreement Improvement Standard change Answer: C Explanation: C. 2.1.3 Improvement Definition: Improvement A deliberately introduced change that results in increased value for one or more stakeholders. Question: 3 Why direction, planning, and improvement matter? A. Direction allows contributors to understand their roles, Planning creates a shared understanding of how work will be organized and managed and Improvement no matter what their role is B. Direction is often provided from the top down, Planning creates a shared understanding of how work will be organized and managed and Improvement is a critical component of any successful organization C. Direction allows contributors to understand their roles, Planning has a scope of control, which is distinct from their scope of influence and Improvement no matter what their role is D. Direction is eading, conducting, or guiding someone, or ordering something, Planning A defined aspiration of what an organization would like to become in the future and Improvement is a critical component of any successful organization Answer: B Explanation: B. 1.1 Why direction, planning, and improvement matter When multiple people are involved in business activities, coordination and collaboration are crucial. Because organizations are usually hierarchical, direction is often provided from the top down. Unless the objectives and actions of groups at different levels of the organization are planned and aligned, their desired outcomes are unlikely to be achieved. Even if they are achieved, poor coordination often results in waste, including missteps, restarts, and rework. Planning creates a shared understanding of how work will be organized and managed, allowing contributors to understand their roles, and to coordinate and collaborate efficiently and effectively. Finally, improvement is a critical component of any successful organization. Identifying and acting upon improvement opportunities ensures that the organization will grow and remain successful and competitive Question: 4 Everyone has a ................. A corporate leader’s authority is typically defined as part of their role and acknowledged by those around them. An employee in another role may have a ................. limited to a few direct reports. Others, have ................. limited to themselves and their own activities. It refers to the area(s) or activities over which a person has the authority to direct the actions of others or define the required outcomes. The blank is the: A. B. C. D. Scope of control Area of influence Scope of influence. Scope of authority Answer: A Explanation: A. 1.1.1 Scope of control Definition: Scope of control The area(s) or activities over which a person has the authority to direct the actions of others or define the required outcomes. Question: 5 Vision is: A. A recommended practice that allows some discretion in its interpretation, implementation, or use. B. Formally documented management expectations and intentions, used to direct decisions and activities. C. A short but complete description of the overall purpose and intentions of an organization. D. A defined aspiration of what an organization would like to become in the future. Answer: D Explanation: D. 1.2.1.1 Vision and mission Definition: Vision A defined aspiration of what an organization would like to become in the future. Definition: Mission A short but complete description of the overall purpose and intentions of an organization. 1.2.1.2 Policies and guidelines Definition: Policy Formally documented management expectations and intentions, used to direct decisions and activities. Definition: Guideline A recommended practice that allows some discretion in its interpretation, implementation, or use. Question: 6 There is always risk associated with an organization’s activity; the primary risk is usually that its objectives will not be achieved. In the context of ITIL® 4: Direct, Plan and Improve, understanding risk is essential to maximizing results while minimizing harm or loss. Risks should be considered for many reasons. Risk is A. Can not be defined as uncertainty of outcome or be used in the context of measuring the probability of positive outcomes as well as negative outcomes. B. A recommended practice that allows some discretion in its interpretation, implementation of compliance, or use. C. A possible event that could cause harm or loss, or make it more difficult to achieve objectives. D. Countermeasures or safeguards that provide reasonable assurance that objectives will be achieved E. and undesired events will be either prevented or detected and corrected. Answer: C Explanation: C. 1.2.1.3 Risks and controls Definition: Risk A possible event that could cause harm or loss, or make it more difficult to achieve objectives. Can also be defined as uncertainty of outcome and can be used in the context of measuring the probability of positive outcomes as well as negative outcomes. Question: 7 What ensures that everyone in an organization has a shared understanding of its mission and objectives, and that they understand what is expected of them in relation to achieving those objectives? A. B. C. D. Guideline Control Successful direction Policy Answer: C Explanation: C. 1.2.2 Successful direction