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Question 52 - ITIL-DSV discussion

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An organization has a culture that encourages people to hide their mistakes. This reduces opportunities to improve in many different areas.

Which practice would MOST help to improve this situation and how?

A.
Service level management, by including discussions of transparency in customer meetings
Answers
A.
Service level management, by including discussions of transparency in customer meetings
B.
Relationship management, by developing and communicating values and principles
Answers
B.
Relationship management, by developing and communicating values and principles
C.
Service desk, by sharing more internal IT information with users
Answers
C.
Service desk, by sharing more internal IT information with users
D.
Supplier management, by encouraging more open communication with suppliers
Answers
D.
Supplier management, by encouraging more open communication with suppliers
Suggested answer: B

Explanation:

The practice that would most help improve a situation where an organization's culture encourages hiding mistakes is 'Relationship management, by developing and communicating values and principles.' ITIL 4 highlights the role of relationship management in fostering a culture of transparency and trust. By promoting open communication and ethical behavior, relationship management can address cultural issues that hinder improvement and innovation.

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asked 18/09/2024
Friedrich Spies
29 questions
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