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ITIL-4-Transition ITIL 4 Managing Professional Transition Exam Questions and Answers

Questions 4

In which TWO situations should be ITIL guiding principles be considered?

1. In every initiative

2. In all relationships with stakeholders

3. Only specific initiatives where the principle is relevant

4. Only specific stakeholder relationships where the principle is relevant

Options:

A.

1 and 2

B.

1 and 4

C.

3 and 4

D.

2 and 3

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Questions 5

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?

Options:

A.

Review skills and competencies of user support staff to ensure they have the required capability

B.

Improve the integration of tools to ensure there are no gaps between processes

C.

Use value stream mapping to help understand the end-to-end flow of user support

D.

Encourage teams to collaborate so they can focus on value of users

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Questions 6

An organization has IT divisions distributed globally. As the organization has grown, it has become

difficult to align the activities of the IT divisions with the organization 's objectives

How can the organization ensure that all IT activities are aligned with the organization 's objectives?

Options:

A.

Priories risk mitigation strategies in alignment with the organization 's risk appetite

B.

Put compliance controls in place to ensure that all centers of expertise are following the same practices

C.

Collect feedback from both organizational and IT leadership from each region

D.

Establish increasingly detailed objectives at each level of the organization that align directly with the objectives of the layer above

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Questions 7

What is the expected outcome from using a service value chain?

Options:

A.

Value realization

B.

Customer engagement

C.

Service value streams

D.

The application of practices

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Questions 8

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

Options:

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

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Questions 9

Which is an example of a digital organization?

Options:

A.

An organization which uses IT to support its operational processes

B.

An organization which has undergone an IT transformation

C.

An organization which uses IT to change its strategic direction

D.

An organization which uses IT to improve its 'service desk' practice

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Questions 10

Which describes the value driven approach to service design?

Options:

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

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Questions 11

Which guiding principle would help the MOST in breaking down silos and elimating conflicting goals?

Options:

A.

Start where you are

B.

Progress iteratively with feedback

C.

Optimize and automate

D.

Collaborate and promote visibility

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Questions 12

A designer has been asked by an organization to design a new office chair. The designer has proposed a plant that they have been asked to validate. In 'design thinking', what should the designer do to BEST validate the plan

Options:

A.

Ask the user to communicate their needs for the chair

B.

Ask the user to provide feedback on a prototype of the chair

C.

Adopt the user's point of view of using the chair

D.

Decide for the user what is important for the chair

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Questions 13

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?

Options:

A.

Failing to explain service provider action that impact the customer

B.

Scheduling interactions between customer and service provider

C.

Changes in service provider and customer staff

D.

Failing to deal with communication in a timely fashion

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Questions 14

Which statement about user communities is CORRECT?

Options:

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

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Questions 15

A service provider is planning a major change to its services and the way it delivers them. The project will include many changes to the working practices of staff. The service provider expects resistance to these changes and would like to manage communication in a sensitive way. Which is the MOST appropriate approach?

Options:

A.

Use a mix of communication methods and ensure that any feedback received is shared openly on a public forum to promote visibility

B.

Use a mix of communication methods and ensure that a feedback mechanism is included that allows anonymity to be retained if desired

C.

Send an email to the affected staff and ensure that as much detail as possible is included to promote transparency

D.

Use instant messaging for both communicating and receiving feedback to ensure a quick response for all affected staff.

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Questions 16

What BEST describes the relationship between planning and risk?

Options:

A.

Planning is a high level function, risk management is a tactical activity

B.

Planning should always consider risks and how to mitigate them

C.

Planning focuses on what needs to be accomplished, risk management is part of how work is to be performed

D.

Risk management is the exclusive domain of dedicated risk managers

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Questions 17

Which charging mechanism could cause the price of a service to change depending on the time of day?

Options:

A.

Cost

B.

Cost plus

C.

Market price

D.

Differential charging

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Questions 18

An organization wants to become more efficient by reducing the amount of unnecessary work they do. Which approach would be MOST helpful?

Options:

A.

Site reliability engineering

B.

Lean OK

C.

Safety culture

D.

DevOps

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Exam Code: ITIL-4-Transition
Exam Name: ITIL 4 Managing Professional Transition Exam
Last Update: Dec 2, 2024
Questions: 61
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