Oct-2022 ITIL ITIL-4-Transition Certification Real 2022 Mock Exam
ITIL-4-Transition Exam Questions and Valid PMP Dumps PDF
NEW QUESTION 17
An organization is attempting to improve the design, development and transition of new services. It recognizes that some ways of working are not focused on creating value.
Which is an example of a working practice that the organization should STOP?
- A. Involving users, customers and other stakeholders when communicating desired outcomes in the form of user stones
- B. Involving customers and users in testing activities to understand whether the service meets the customers' and users' expectations
- C. Defining the features and functionality of services by relying on the developers' previous experience of designing similar systems for customers
- D. Designing systems with the continual involvement of customers to ensure that any changes in requirements are understood as early as possible
Answer: C
NEW QUESTION 18
Which is an example of results-based measurement and reporting?
- A. Measuring and reporting the customer satisfaction with closed incidents
- B. Measuring and reporting the cost of providing a service to customers and users
- C. Measuring and reporting the number of hours worked by service desk employees
- D. Measuring and reporting the number of supplier-related interruptions to a service
Answer: A
NEW QUESTION 19
A web hosting provider has decided to apply more of a 'shift left' approach to service support. The provider knows that users like video tutorials as well as communicating via instant messaging and social networks.
What should the service provider use to expand how users access support and improve the user experience?
- A. Service interaction method
- B. Benefits dependency network
- C. Omnichannel management
- D. Service level management
Answer: C
NEW QUESTION 20
A large service provider with many staff has built a relationship with a customer and agreed a 10-year contract. Both organizations have shared information freely and responded to requests.
Which is MOST LIKELY to be a threat to maintaining the relationship?
- A. Failing to deal with communication in a timely fashion
- B. Scheduling interactions between customer and service provider
- C. Failing to explain service provider actions that impact the customer
- D. Changes in service provider and customer staff
Answer: A
NEW QUESTION 21
Which is a method for value-driven, data-driven and user-centered service design?
- A. The MoSCoW method
- B. Design thinking
- C. Stakeholder analysis
- D. Balanced scorecard
Answer: B
NEW QUESTION 22
Which concept is PRIMARILY concerned with multiple teams moving to a cross-functional way of working?
- A. Organizational structure
- B. Employee satisfaction measurement
- C. The value of positive communications
- D. Working to a customer oriented mindset
Answer: A
NEW QUESTION 23
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. Timing and frequency matter
- B. Communication is a two-way process
- C. There is no single method of communicating
- D. We are all communicating all the time
Answer: C
NEW QUESTION 24
Which can act as an operating model for an organization?
- A. The four dimensions of service management
- B. Continual improvement
- C. The ITIL guiding principles
- D. The service value chain
Answer: D
NEW QUESTION 25
An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently.
What is the FIRST step the organization should take to start to improve the situation?
- A. Review skills and competencies of user support staff to ensure they have the required capability
- B. Encourage teams to collaborate so they can focus on value for users
- C. Use value stream mapping to help understand the end-to-end flow of user support
- D. Improve the integration of tools to ensure there are no gaps between processes
Answer: C
NEW QUESTION 26
An organization supports the users of its services using a tiered structure. There are many specialists in the second- and third-line resolution teams who have worked for the organization for a long time. The organization is in the process of deploying many changes to services. This is likely to result in a large number of complex incidents. In addition, there are long backlogs of work for the second and third-line resolution teams to complete.
Which is the BEST approach or technique to resolve this situation?
- A. Machine learning
- B. Swarming
- C. Service integration and management
- D. An information model
Answer: B
NEW QUESTION 27
An organization's lead times and the flow of tasks across value streams are being impacted because tasks often sit waiting in queues.
Which technique can be used to overcome this challenge?
- A. Limiting work-in-progress
- B. Increasing batch sizes
- C. Clarifying definition of done'
- D. Introducing a push system
Answer: A
NEW QUESTION 28
An organization is implementing new technology that will significantly improve how they interact with their customers.
Which term BEST describes this situation?
- A. High velocity IT
- B. Digital organization
- C. Digital transformation
- D. IT transformation
Answer: C
NEW QUESTION 29
Which are elements of the service value system?
- A. Governance, service value chain, practices
- B. Customer value, stakeholder value, organization
- C. Outcomes, utility, warranty
- D. Service provision, service consumption, service relationship management
Answer: A
NEW QUESTION 30
The CIO of a large multi-national organization has noticed that the whole IT department are performing poorly. The CIO is committed to changing the behaviour patterns of their staff to improve performance across the whole IT department.
Which of the following will BEST help to improve staff behaviour?
- A. Running safe to fail experiments that provide learning opportunities
- B. Comparing the cost of delay' between work items to ensure that financially valuable work is prioritized
- C. Implementing CI/CD toots to deploy software quickly
- D. Adopting Kanban boards to visualise the flow of work across software development teams
Answer: A
NEW QUESTION 31
A software development team makes many hundreds of small changes every week.
Who can BEST make the decision of whether to accept each change?
- A. The software development manager
- B. The sponsor in the service consumer organization
- C. The IT change manager
- D. The other members of the software development team
Answer: D
NEW QUESTION 32
Which BEST describes the primary role of a governing body?
- A. To develop and regularly review IT measures and metrics
- B. To establish and regularly review the goals cascade throughout the organization
- C. To establish and regularly review the effectiveness of risk management and internal controls
- D. To annually review and approval of IT projects to maximize business value
Answer: C
NEW QUESTION 33
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