2022 ITIL-4-Transition dumps review - Professional Quiz Study Materials
ITIL-4-Transition Test Prep Training Practice Exam Questions Practice Tests
NEW QUESTION 16
What do design thinking and service-dominant logic have in common?
- A. Both involve collaborating with customers to ensure their needs are met
- B. Both require clearly defined requirements and acceptance criteria
- C. Both focus on product functionality and on building new features
- D. Both focus solely on the needs and problems of the consumers
Answer: A
NEW QUESTION 17
An organization is implementing new technology that will significantly improve how they interact with their customers.
Which term BEST describes this situation?
- A. Digital transformation
- B. High velocity IT
- C. Digital organization
- D. IT transformation
Answer: A
NEW QUESTION 18
Which can act as an operating model for an organization?
- A. The service value chain
- B. Continual improvement
- C. The ITIL guiding principles
- D. The four dimensions of service management
Answer: A
NEW QUESTION 19
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. Benefits dependency network
- B. Service level management
- C. Service interaction method
- D. Omnichannel management
Answer: D
NEW QUESTION 20
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. Failing to deal with communication in a timely fashion
- C. Scheduling interactions between customer and service provider
- D. Changes in service provider and customer staff
Answer: B
NEW QUESTION 21
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
Answer: D
NEW QUESTION 22
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. There is no single method of communicating
- D. We are all communicating all the time
Answer: C
NEW QUESTION 23
An organization is designing a survey to assess the needs and expectations of its staff.
What is this an example of?
- A. Customer-orientation
- B. Integration and data sharing
- C. Employee satisfaction management
- D. CI/CD
Answer: C
NEW QUESTION 24
Which is a purpose of the customer journey?
- A. To understand the interactions between the user and the service provider
- 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 maximize the number of contacts with the customer in order to enhance the service
Answer: A
NEW QUESTION 25
In service relationships what is a benefit of identifying consumer roles?
- A. It removes constraints from the customer
- B. It provides shared service expectations
- C. It enables effective stakeholder management
- D. It enables a common definition of value
Answer: C
NEW QUESTION 26
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. Improve the integration of tools to ensure there are no gaps between processes
- B. Use value stream mapping to help understand the end-to-end flow of user support
- 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: B
NEW QUESTION 27
From the perspective of a service provider how does the digital product lifecycle start?
- A. With the exploration of market opportunities
- B. With the offboarding of customers
- C. With the onboard mg of customers
- D. With the co creation of value
Answer: A
NEW QUESTION 28
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. Design thinking
- B. Valuable investments
- C. Agile
- D. Safety culture
Answer: D
NEW QUESTION 29
What BEST describes the relationship between planning and risk?
- A. Planning is a high level function, risk management is a tactical activity
- B. Planning focuses on what needs to be accomplished, risk management is part of how work is to be performed
- C. Risk management is the exclusive domain of dedicated risk managers
- D. Planning should always consider risks and how to mitigate them
Answer: D
NEW QUESTION 30
Which statement about user communities is CORRECT?
- A. User communities are created by service providers to investigate the cause of problems
- B. Every user community should have at least one super-user
- C. Informal user communities should be disbanded and merged into official groups
- D. Communities set up by users may be recognized and supported by service providers
Answer: D
NEW QUESTION 31
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 using the one or two guiding principles that are most relevant to the specific decision
- C. By reviewing each guiding principle to decide how relevant it is to the specific decision
- D. By using all the guiding principles equally when making any decision
Answer: C
NEW QUESTION 32
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