ITIL ITIL-TRANSITION Online Practice Questions and Exam Preparation

ITIL ITIL-TRANSITION Online Questions & Answers

• Question 21:

  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. Scheduling interactions between customer and service provider
  B. Changes in service provider and customer staff
  C. Failing to explain service provider actions that impact the customer
  D. Failing to deal with communication in a timely fashion
  D. Failing to deal with communication in a timely fashion

• Question 22:

  An organization is undergoing a significant cultural change as a result of introducing Agile and DevOps practices. How can managers use Toyota Kata to help employees adjust to these different ways of working?

  A. By encouraging the practicing of routines to unlearn old habits and learn new ones
  B. By creating detailed plans that predetermine how to approach large changes
  C. By making hard decisions for the teams and providing step-by-step guidance
  D. By encouraging widespread changes that involve the teams starting from scratch
  A. By encouraging the practicing of routines to unlearn old habits and learn new ones

• Question 23:

  Which is a method for value-driven, data-driven and user-centered service design?

  A. Stakeholder analysis
  B. Balanced scorecard
  C. Design thinking
  D. The MoSCoW method
  C. Design thinking

• Question 24:

  Which are elements of the service value system?

  A. Service provision, service consumption, service relationship management
  B. Governance, service value chain, practices
  C. Outcomes, utility, warranty
  D. Customer value, stakeholder value, organization
  B. Governance, service value chain, practices

• Question 25:

  How should the seven guiding principles be combined when an organization is making a decision?

  A. By using all the guiding principles equally when making any decision
  B. By using the one or two guiding principles that are most relevant to the specific decision
  C. By using the focus on value' principle and one or two others that are relevant to the specific decision
  D. By reviewing each guiding principle to decide how relevant it is to the specific decision
  D. By reviewing each guiding principle to decide how relevant it is to the specific decision

• Question 26:

  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. Omnichannel management
  B. Service level management
  C. Service interaction method
  D. Benefits dependency network
  A. Omnichannel management

• Question 27:

  Which statement about user communities is CORRECT?

  A. User communities are created by service providers to investigate the cause of problems
  B. Communities set up by users may be recognized and supported by service providers
  C. Informal user communities should be disbanded and merged into official groups
  D. Every user community should have at least one super-user
  B. Communities set up by users may be recognized and supported by service providers

• Question 28:

  Which describes the value driven approach to service design?

  A. The practice of analyzing a business, defining its needs, and recommending solutions that create value for stakeholders
  B. An iterative approach based on frequent feedback, continual experimentation, and learning to ensure value co-creation
  C. A process improvement philosophy that prioritizes flow efficiency over resource efficiency
  D. Designing just enough features to satisfy early customers, and providing feedback for future development
  A. The practice of analyzing a business, defining its needs, and recommending solutions that create value for stakeholders

• Question 29:

  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. Defining the features and functionality of services by relying on the developers' previous experience of designing similar systems for customers
  B. Involving users, customers and other stakeholders when communicating desired outcomes in the form of user stones
  C. Designing systems with the continual involvement of customers to ensure that any changes in requirements are understood as early as possible
  D. Involving customers and users in testing activities to understand whether the service meets the customers' and users' expectations
  A. Defining the features and functionality of services by relying on the developers' previous experience of designing similar systems for customers

• Question 30:

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

  What is this an example of?

  A. CI/CD
  B. Integration and data sharing
  C. Customer-orientation
  D. Employee satisfaction management
  D. Employee satisfaction management