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ITIL ITIL-4-Transition Dumps

ITIL 4 Managing Professional Transition Exam Questions and Answers

Question 1

An organization's customers have historically been satisfied with the functionality and performance of its service. Recently, hovewer, the organization is getting complaints about both the performance of the services and areas such as sales and customer support. How BEST can the organization collect the information needed to address these complaints?

Options:

A.

Collect customer experience and service level metrics

B.

Use feedback from service reviews to assess value realization

C.

Gather customer service performance metrics and map to SLAs

D.

Conduct satisfaction surveys after service interactions

Question 2

An organization is reviewing the support of its IT services.

Which is an example of an ‘outside in’ approach?

Options:

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

Question 3

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.

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

B.

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

C.

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

D.

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

Question 4

An organization is attempting to improve the design, development and transition of new services. It recognizes that some ways of working are not focused on creating value.

Which is an example of a working practice that the organization should STOP?

Options:

A.

Defining the features and functionality of services by relying on the developers' previous experience of designing similar systems for customers

B.

Involving users, customers and other stakeholders when communicating desired outcomes in the form of user stones

C.

Designing systems with the continual involvement of customers to ensure that any changes in requirements are understood as early as possible

D.

Involving customers and users in testing activities to understand whether the service meets the customers' and users’ expectations

Question 5

A service provider is in a partnership relationship with a service consumer. The services provided are complex with new functionality and improvements constantly being developed using agile methods.

Which is the BEST approach for validating service value?

Options:

A.

Perform ad-hoc service reviews and produce reports of service outputs

B.

Work together to identify methods of checking service value and check that value propositions are still valid

C.

Produce service level reports and an analysis of the cost and risks of service delivery

D.

Regularly perform user satisfaction surveys and an analysis of the costs and risks removed from the service consumer

Question 6

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

Question 7

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?

Options:

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

Question 8

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

Question 9

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?

Options:

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.

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

C.

Involve senior management as early as possible to define requirements and help with 'organizational change management' to ensure successful implementation of the service

D.

Assess and improve capabilities of IT teams prioritizing areas that are required to deliver the service in a way that meets customer expectations

Question 10

Which can act as an operating model for an organization?

Options:

A.

The four dimensions of service management

B.

The service value chain

C.

The ITIL guiding principles

D.

Continual improvement

Question 11

Which is included in onboarding?

1. Negotiating service targets with customers

2. Building awareness of the new consumer

3. Ensuring resources are prepared for service provision

4. Designing the service components and infrastructure

Options:

A.

1 and 2

B.

2 and 3

C.

3 and 4

D.

1 and 4

Question 12

An organization is designing a survey to assess the needs and expectations of its staff.

What is this an example of?

Options:

A.

CI/CD

B.

Integration and data sharing

C.

Customer-orientation

D.

Employee satisfaction management

Question 13

Which value chain activity ensures that products deliver stakeholder expectations for quality?

Options:

A.

Design and transition

B.

Engage

C.

Obtain/build

D.

Plan

Question 14

What do design thinking and service-dominant logic have in common?

Options:

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

Question 15

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?

Options:

A.

Running safe to fail experiments that provide learning opportunities

B.

Comparing the cost of delay' between work items to ensure that financially valuable work is prioritized

C.

Implementing CI/CD toots to deploy software quickly

D.

Adopting Kanban boards to visualise the flow of work across software development teams

Question 16

What is the MOST LIKELY reason for an organization to delay a transformation to high velocity?

Options:

A.

The organization is not ready for a cultural change

B.

The organization is facing rapidly changing customer needs

C.

The organization needs high levels of IT service availability

D.

The organization needs to maintain high levels of information security

Question 17

Which high velocity IT objective considers an organization’s ability to continue providing business services when disruptive events affect its digital products?

Options:

A.

Valuable investments

B.

Resilient operations

C.

Fast development

D.

Assured conformance

Question 18

An organization is compiling information about how a new service will be used. It is considering how each set of stakeholders will experience the service. In the past, the suppliers have been unreliable, so the organization wants to identify the main risks and dependencies for the introduction of the service. What is this an example of?

Options:

A.

An agile approach

B.

Value stream mapping

C.

Workforce planning

D.

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