Latest ITIL-4-Transition Actual Free Exam Updated 42 Questions
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NEW QUESTION 25
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. Failing to explain service provider actions that impact the customer
- B. Changes in service provider and customer staff
- C. Failing to deal with communication in a timely fashion
- D. Scheduling interactions between customer and service provider
Answer: C
NEW QUESTION 26
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 27
An IT department is able to rapidly develop services that meet functional requirements. However overall satisfaction with these services is low.
Which is the BEST way to start working on developing new services while addressing issues faced by the IT department?
- A. Develop a clear set of system requirements and track each of them from start to finish to ensure that the delivered service meets the stated requirements
- B. Involve senior management as early as possible to define requirements and help with 'organizational change management' to ensure successful implementation of the service
- C. Assess and improve capabilities of IT teams prioritizing areas that are required to deliver the service in a way that meets customer expectations
- D. Develop a clear understanding of the customers' intended goals and expectations, and track each of them from start to finish to ensure that the service supports the required outcomes
Answer: D
NEW QUESTION 28
The CIO of a large multi-national organization has noticed that the whole IT department are performing poorly. The CIO is committed to changing the behaviour patterns of their staff to improve performance across the whole IT department.
Which of the following will BEST help to improve staff behaviour?
- A. Comparing the cost of delay' between work items to ensure that financially valuable work is prioritized
- B. Adopting Kanban boards to visualise the flow of work across software development teams
- C. Implementing CI/CD toots to deploy software quickly
- D. Running safe to fail experiments that provide learning opportunities
Answer: D
NEW QUESTION 29
What do design thinking and service-dominant logic have in common?
- A. Both focus on product functionality and on building new features
- B. Both focus solely on the needs and problems of the consumers
- C. Both require clearly defined requirements and acceptance criteria
- D. Both involve collaborating with customers to ensure their needs are met
Answer: D
NEW QUESTION 30
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. Valuable investments
- B. Safety culture
- C. Agile
- D. Design thinking
Answer: B
NEW QUESTION 31
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 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. Improve the integration of tools to ensure there are no gaps between processes
- C. Review skills and competencies of user support staff to ensure they have the required capability
- D. Encourage teams to collaborate so they can focus on value for users
Answer: A
NEW QUESTION 33
An organization is designing a survey to assess the needs and expectations of its staff.
What is this an example of?
- A. Employee satisfaction management
- B. Integration and data sharing
- C. CI/CD
- D. Customer-orientation
Answer: A
NEW QUESTION 34
Which charging mechanism could cause the price of a service to change depending on the time of day?
- A. Market price
- B. Cost plus
- C. Differential charging
- D. Cost
Answer: C
NEW QUESTION 35
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 other members of the software development team
- B. The software development manager
- C. The IT change manager
- D. The sponsor in the service consumer organization
Answer: A
NEW QUESTION 36
Which BEST describes the primary role of a governing body?
- A. To establish and regularly review the goals cascade throughout the organization
- B. To annually review and approval of IT projects to maximize business value
- C. To develop and regularly review IT measures and metrics
- D. To establish and regularly review the effectiveness of risk management and internal controls
Answer: D
NEW QUESTION 37
From the perspective of a service provider how does the digital product lifecycle start?
- A. With the exploration of market opportunities
- B. With the co creation of value
- C. With the offboarding of customers
- D. With the onboard mg of customers
Answer: A
NEW QUESTION 38
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
- A. Progress iteratively with feedback
- B. Start where you are
- C. Focus on value
- D. Keep it simple and practical
Answer: B
NEW QUESTION 39
Which is an example of results-based measurement and reporting?
- A. Measuring and reporting the customer satisfaction with closed incidents
- B. Measuring and reporting the number of hours worked by service desk employees
- C. Measuring and reporting the cost of providing a service to customers and users
- D. Measuring and reporting the number of supplier-related interruptions to a service
Answer: A
NEW QUESTION 40
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 creating detailed plans that predetermine how to approach large changes
- B. By encouraging the practicing of routines to unlearn old habits and learn new ones
- 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
Answer: B
NEW QUESTION 41
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