ITIL ITIL-TRANSITION Online Practice Questions and Exam Preparation

ITIL ITIL-TRANSITION Online Questions & Answers

• Question 1:

  Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

  A. Progress iteratively with feedback
  B. Keep it simple and practical
  C. Start where you are
  D. Focus on value
  C. Start where you are

• Question 2:

  A service provider is in a partnership relationship with a service consumer. The services provided are complex with new functionality and improvements constantly being developed using agile methods.

  Which is the BEST approach for validating service value?

  A. Perform ad-hoc service reviews and produce reports of service outputs
  B. Work together to identify methods of checking service value and check that value propositions are still valid
  C. Produce service level reports and an analysis of the cost and risks of service delivery
  D. Regularly perform user satisfaction surveys and an analysis of the costs and risks removed from the service consumer
  D. Regularly perform user satisfaction surveys and an analysis of the costs and risks removed from the service consumer

• Question 3:

  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?

  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
  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
  C. Involve senior management as early as possible to define requirements and help with 'organizational change management' to ensure successful implementation of the service
  D. Assess and improve capabilities of IT teams prioritizing areas that are required to deliver the service in a way that meets customer expectations
  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

• Question 4:

  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
  A. Running safe to fail experiments that provide learning opportunities

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  Explanation/Reference:

• Question 5:

  A legacy financial system requires the user to manually enter the time and date of the transaction to meet regulatory requirements. A recent internal audit has shown that these fields are often blank. Which are effective controls that could improve compliance?

  1.

  Modify the application to automatically add the current time and date when transaction is entered

  2.

  Establish a communication plan to remind users of the importance of time and date on transactions

  3.

  Develop a goals cascade so all staff know their role in achieving company goals

  4.

  Create a report showing non-compliant records and take action to correct

  A. 1 and 2
  B. 2 and 3
  C. 3 and 4
  D. 1 and 4
  C. 3 and 4

• Question 6:

  What do design thinking and service-dominant logic have in common?

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

• Question 7:

  Which is an example of results-based measurement and reporting?

  A. Measuring and reporting the number of hours worked by service desk employees
  B. Measuring and reporting the number of supplier-related interruptions to a service
  C. Measuring and reporting the customer satisfaction with closed incidents
  D. Measuring and reporting the cost of providing a service to customers and users
  C. Measuring and reporting the customer satisfaction with closed incidents

• Question 8:

  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. Service integration and management
  B. Machine learning
  C. Swarming
  D. An information model
  C. Swarming

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  Explanation/Reference:

• Question 9:

  From the perspective of a service provider how does the digital product lifecycle start?

  A. With the onboard mg of customers
  B. With the exploration of market opportunities
  C. With the co creation of value
  D. With the offboarding of customers
  B. With the exploration of market opportunities

• Question 10:

  Which can act as an operating model for an organization?

  A. The four dimensions of service management
  B. The service value chain
  C. The ITIL guiding principles
  D. Continual improvement
  B. The service value chain