ITIL ITIL-TRANSITION Online Practice Questions and Exam Preparation

ITIL ITIL-TRANSITION Online Questions & Answers

• Question 31:

  An organization is implementing new technology that will significantly improve how they interact with their customers.

  Which term BEST describes this situation?

  A. Digital organization
  B. High velocity IT
  C. Digital transformation
  D. IT transformation
  C. Digital transformation

• Question 32:

  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. Use value stream mapping to help understand the end-to-end flow of user support
  B. Encourage teams to collaborate so they can focus on value for users
  C. Improve the integration of tools to ensure there are no gaps between processes
  D. Review skills and competencies of user support staff to ensure they have the required capability
  A. Use value stream mapping to help understand the end-to-end flow of user support

• Question 33:

  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 IT change manager
  B. The software development manager
  C. The sponsor in the service consumer organization
  D. The other members of the software development team
  D. The other members of the software development team

• Question 34:

  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. Communication is a two-way process
  B. We are all communicating all the time
  C. Timing and frequency matter
  D. There is no single method of communicating
  D. There is no single method of communicating

• Question 35:

  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?

  A. Ensure that any identified exceptions are excluded from the policy to improve clarity
  B. Ensure that all teams involved in incident resolution collaborate in the development of the policy
  C. Implement the policy to the service desk staff initially before informing other affected support teams
  D. Engage with stakeholders to ensure that as much detail as possible is included in the policy
  B. Ensure that all teams involved in incident resolution collaborate in the development of the policy

• Question 36:

  Which is included in onboarding?

  1.

  Negotiating service targets with customers

  2.

  Building awareness of the new consumer

  3.

  Ensuring resources are prepared for service provision

  4.

  Designing the service components and infrastructure

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

• Question 37:

  Which concept is PRIMARILY concerned with multiple teams moving to a cross-functional way of working?

  A. Organizational structure
  B. Employee satisfaction measurement
  C. Working to a customer oriented mindset
  D. The value of positive communications
  A. Organizational structure

• Question 38:

  In service relationships what is a benefit of identifying consumer roles?

  A. It enables effective stakeholder management
  B. It provides shared service expectations
  C. It removes constraints from the customer
  D. It enables a common definition of value
  A. It enables effective stakeholder management

• Question 39:

  Information that is needed to resolve problems is difficult to obtain because IT staff are worried that they will be blamed for mistakes.

  Which concept can MOST help to resolve this?

  A. Safety culture
  B. Design thinking
  C. Valuable investments
  D. Agile
  A. Safety culture

• Question 40:

  Which is a purpose of the customer journey?

  A. To understand the interactions between the user and the service provider
  B. To maximize the co-creation of value from both an outcome and experience perspective
  C. To understand the service consumer resources required to deliver the service
  D. To maximize the number of contacts with the customer in order to enhance the service
  A. To understand the interactions between the user and the service provider