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ITIL-TRANSITION ITIL 4 Managing - Professional Transition

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ITIL · ITIL-TRANSITION

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Question 1

Single choice

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

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Correct answerA

Question 2

Single choice

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

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Correct answerB

Question 3

Single choice

An organization is reviewing the support of its IT services.

Which is an example of an `outside in' approach?

A
Understanding how infrastructure and application suppliers are involved in the end-to-end value chain for the support of services
B
Conducting customer and user satisfaction surveys to gather feedback on how customers and users perceive the support of IT services
C
Asking for feedback from the internal technical teams to ensure they are able to deliver against the support requirements
D
Contacting the organization's ITSM software tool provider to learn about software updates which might improve the support of the services

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Correct answerB

Question 4

Single choice

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

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Correct answerA

Question 5

Single choice

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

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Correct answerC

Question 6

Single choice

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

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Correct answerC

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ITIL 4 Managing - Professional Transition

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