QUESTION 18
Emotional intelligence defines two main competencies: personal and social.
Which two skills belong to the social competence?

QUESTION 19
Which element of the VeriSM model defines the management activities or practices necessary to meet the governance requirements by providing guardrails or boundaries?

QUESTION 20
What is the last stage of team formation?

QUESTION 21
What is the first important step in the Kotter’s Organizational Change Management (OCM) model?

QUESTION 22
New technology has led to changes within organizations.
Which is one of these changes?

QUESTION 23
How does continuous delivery positively impact change control processes?

QUESTION 24
Digital transformation requires a new approach to service management within organizations.
Where is the ownership of service management principles situated in an organization?

QUESTION 25
The Management Mesh can only be built once the organizational governance and service management principles are understood. What else must also be developed before the Mesh is built?

QUESTION 26
The Define stage of the VeriSM model produces a definition of what good service looks like.
During which process does this activity take place?

QUESTION 27
How can Agile be used to support service management?

QUESTION 28
Why is testing an important part of the Produce stage?

QUESTION 29
What is the first step in building a customer journey map?

QUESTION 30
What is an objective of the Define stage in the VeriSM model?

QUESTION 31
What is the best description of shadow behavior?

QUESTION 32
There is a challenge that teams may operate in silos.
What is a recommendation that management should do to overcome this challenge?

QUESTION 33
Successful expectation management depends on developing a clear vision of what is expected.
How can this clarity be achieved?