ITIL 4 Strategist: Direct, Plan and Improve v1.0

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?

The IT organization of a large company has an existing improvement programme. Individual IT divisions have fully embraced continual improvement. The business has seen areas of improved performance, but the improvements do not last long.
Which action BEST maintains long-term improvement?

Which BEST describes the relationship between planning and risk?

A retailer is considering introducing a new virtual reality feature to its online presence.
Recognizing this is a significant effort requiring new skills and technology, the CIO has asked the operations manager to assess the impact to the organization.
Which assessment method would work BEST in this situation?

Which type of plan would outline the organizational vision for a multi-year infrastructure expansion?

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?

An internal service provider is creating a business case to justify the purchase of a new service management toolset. The business case includes several options from multiple vendors.
Which is MOST important to include in the business case?

As a result of feedback from customers received at regular service reviews, an organization with a large number of users is migrating an important IT service to a cloud service provider. The service functionality and the user interface will not change, but the availability and performance should improve.
Which communication plan is MOST appropriate?

What is the difference between a policy and a control?

A CIO has made value stream mapping a key part of an IT improvement effort. A value stream map for existing services is being developed.
Which approach would produce the BEST results?

Which BEST describes a value stream?

An organization recently established a service management office (SMO) to promote and enable continual improvement throughout the SVS. The members of the SMO are discussing the role of the office in continual improvement across the organization.
Which is the BEST description of the role of the SMO in this situation?

Which is a result of an organization following the local laws of a country where it operates?

An organization is drafting a plan to achieve its strategic goals and is ensuring that they consider the involvement of all appropriate stakeholders at all levels in the organization.
Which guiding principle are they applying?