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ITIL-TRANSITION Real Exam Questions

ITIL 4 Managing - Professional Transition

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Question 1 Single choice

Which describes the value driven approach to service design?

  1. A

    The practice of analyzing a business, defining its needs, and recommending solutions that create value for stakeholders

  2. B

    An iterative approach based on frequent feedback, continual experimentation, and learning to ensure value co-creation

  3. C

    A process improvement philosophy that prioritizes flow efficiency over resource efficiency

  4. D

    Designing just enough features to satisfy early customers, and providing feedback for future development

Show answer and explanation

Correct answer: A

Question 2 Single choice

An organization is designing a survey to assess the needs and expectations of its staff.

What is this an example of?

  1. A

    CI/CD

  2. B

    Integration and data sharing

  3. C

    Customer-orientation

  4. D

    Employee satisfaction management

Show answer and explanation

Correct answer: D

Question 3 Single choice

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?

  1. A

    Service integration and management

  2. B

    Machine learning

  3. C

    Swarming

  4. D

    An information model

Show answer and explanation

Correct answer: C

Question 4 Single choice

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?

  1. A

    Communication is a two-way process

  2. B

    We are all communicating all the time

  3. C

    Timing and frequency matter

  4. D

    There is no single method of communicating

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Correct answer: D

Question 5 Single choice

An IT department is able to rapidly develop services that meet functional requirements. However overall satisfaction with these services is low.

Which is the BEST way to start working on developing new services while addressing issues faced by the IT department?

  1. A

    Develop a clear set of system requirements and track each of them from start to finish to ensure that the delivered service meets the stated requirements

  2. B

    Develop a clear understanding of the customers' intended goals and expectations, and track each of them from start to finish to ensure that the service supports the required outcomes

  3. C

    Involve senior management as early as possible to define requirements and help with 'organizational change management' to ensure successful implementation of the service

  4. D

    Assess and improve capabilities of IT teams prioritizing areas that are required to deliver the service in a way that meets customer expectations

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Correct answer: B

Question 6 Single choice

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?

  1. A

    Ensure that any identified exceptions are excluded from the policy to improve clarity

  2. B

    Ensure that all teams involved in incident resolution collaborate in the development of the policy

  3. C

    Implement the policy to the service desk staff initially before informing other affected support teams

  4. D

    Engage with stakeholders to ensure that as much detail as possible is included in the policy

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Correct answer: B

Question 7 Single choice

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?

  1. A

    Omnichannel management

  2. B

    Service level management

  3. C

    Service interaction method

  4. D

    Benefits dependency network

Show answer and explanation

Correct answer: A

Question 8 Single choice

Which can act as an operating model for an organization?

  1. A

    The four dimensions of service management

  2. B

    The service value chain

  3. C

    The ITIL guiding principles

  4. D

    Continual improvement

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Correct answer: B

Question 9 Single choice

Which value chain activity ensures that products deliver stakeholder expectations for quality?

  1. A

    Design and transition

  2. B

    Engage

  3. C

    Obtain/build

  4. D

    Plan

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Correct answer: A

Question 10 Single choice

A software development team makes many hundreds of small changes every week.

Who can BEST make the decision of whether to accept each change?

  1. A

    The IT change manager

  2. B

    The software development manager

  3. C

    The sponsor in the service consumer organization

  4. D

    The other members of the software development team

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Correct answer: D