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NEW QUESTION 41 An organization is planning to communicate information about a new improvement initiative by providing information on the IT portal, sending emails, and holding meetings with affected groups. Which communication principle are they applying?

• A. We are all communicating all the time
• B. Communication is a two-way process
• C. Timing and frequency matter
• D. There is no single method of communicating

Answer: D   NEW QUESTION 42 When an organization has initiated an IT transformation project, which 'organizational change management' activity should it carry out FIRST?

• A. Create a clear picture of what is changing and why it is valuable
• B. Create corrective action plans for staff who are resistant to the change
• C. Develop a value stream map of the desired future changes
• D. Communicate areas of waste that can be eliminated

Answer: A   NEW QUESTION 43 What do design thinking and service-dominant logic have in common?

• A. Both require clearly defined requirements and acceptance criteria
• B. Both focus on product functionality and on building new features
• C. Both focus solely on the needs and problems of the consumers
• D. Both involve collaborating with customers to ensure their needs are met

Answer: D   NEW QUESTION 44 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 any identified exceptions are excluded from the policy to improve clarity
• B. Engage with stakeholders to ensure that as much detail as possible is included in the policy
• C. Ensure that all teams involved in incident resolution collaborate in the development of the policy
• D. Implement the policy to the service desk staff initially before informing other affected support teams

Answer: C   NEW QUESTION 45 Which concept is PRIMARILY concerned with multiple teams moving to a cross-functional way of working?

• A. Organizational structure
• B. The value of positive communications
• C. Working to a customer oriented mindset
• D. Employee satisfaction measurement

Answer: A   NEW QUESTION 46 ......