ITIL ITIL-4-Transition Study Guide Archives Updated on Jan 28, 2023
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NEW QUESTION 14
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 sponsor in the service consumer organization
- B. The other members of the software development team
- C. The IT change manager
- D. The software development manager
Answer: B
NEW QUESTION 15
Which can act as an operating model for an organization?
- A. Continual improvement
- B. The service value chain
- C. The four dimensions of service management
- D. The ITIL guiding principles
Answer: B
NEW QUESTION 16
From the perspective of a service provider how does the digital product lifecycle start?
- A. With the co creation of value
- B. With the onboard mg of customers
- C. With the offboarding of customers
- D. With the exploration of market opportunities
Answer: D
NEW QUESTION 17
How should the seven guiding principles be combined when an organization is making a decision?
- A. By using the focus on value' principle and one or two others that are relevant to the specific decision
- B. By reviewing each guiding principle to decide how relevant it is to the specific decision
- C. By using all the guiding principles equally when making any decision
- D. By using the one or two guiding principles that are most relevant to the specific decision
Answer: B
NEW QUESTION 18
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 interaction method
- C. Benefits dependency network
- D. Service level management
Answer: A
NEW QUESTION 19
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. Employee satisfaction management
- D. Customer-orientation
Answer: C
NEW QUESTION 20
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. Timing and frequency matter
- B. Communication is a two-way process
- C. We are all communicating all the time
- D. There is no single method of communicating
Answer: D
NEW QUESTION 21
An organization is reviewing the support of its IT services.
Which is an example of an 'outside in' approach?
- A. Asking for feedback from the internal technical teams to ensure they are able to deliver against the support requirements
- B. Contacting the organization's ITSM software tool provider to learn about software updates which might improve the support of the services
- C. Understanding how infrastructure and application suppliers are involved in the end-to-end value chain for the support of services
- D. Conducting customer and user satisfaction surveys to gather feedback on how customers and users perceive the support of IT services
Answer: D
NEW QUESTION 22
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
Answer: D
NEW QUESTION 23
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. 2 and 3
- B. 1 and 2
- C. 1 and 4
- D. 3 and 4
Answer: D
NEW QUESTION 24
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. Implement the policy to the service desk staff initially before informing other affected support teams
- B. Engage with stakeholders to ensure that as much detail as possible is included in the policy
- C. Ensure that all teams involved in incident resolution collaborate in the development of the policy
- D. Ensure that any identified exceptions are excluded from the policy to improve clarity
Answer: C
NEW QUESTION 25
Which statement about user communities is CORRECT?
- A. Communities set up by users may be recognized and supported by service providers
- B. User communities are created by service providers to investigate the cause of problems
- C. Informal user communities should be disbanded and merged into official groups
- D. Every user community should have at least one super-user
Answer: A
NEW QUESTION 26
When an organization has initiated an IT transformation project, which 'organizational change management' activity should it carry out FIRST?
- A. Communicate areas of waste that can be eliminated
- B. Develop a value stream map of the desired future changes
- C. Create corrective action plans for staff who are resistant to the change
- D. Create a clear picture of what is changing and why it is valuable
Answer: D
NEW QUESTION 27
Which value chain activity ensures that products deliver stakeholder expectations for quality?
- A. Design and transition
- B. Plan
- C. Obtain/build
- D. Engage
Answer: A
NEW QUESTION 28
Which is a purpose of the customer journey?
- A. To maximize the number of contacts with the customer in order to enhance the service
- B. To understand the service consumer resources required to deliver the service
- C. To maximize the co-creation of value from both an outcome and experience perspective
- D. To understand the interactions between the user and the service provider
Answer: D
NEW QUESTION 29
Which charging mechanism could cause the price of a service to change depending on the time of day?
- A. Cost plus
- B. Market price
- C. Cost
- D. Differential charging
Answer: D
NEW QUESTION 30
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ITIL-4-Transition Questions Prepare with Learning Information: https://www.exams4collection.com/ITIL-4-Transition-latest-braindumps.html
Practice Material for ITIL-4-Transition Exam Question Preparation: https://drive.google.com/open?id=13ScI4rrEFlQOBr-cXOOh7iP_rRo9quMy
