ITIL4 Managing Professional Transition v1.0 (ITIL4 Managing Professional Transition)

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Total 40 questions

From the perspective of a service provider how does the digital product lifecycle start?

  • A. With the onboard mg of customers
  • B. With the exploration of market opportunities
  • C. With the co creation of value
  • D. With the offboarding of customers


Answer : B

How should the seven guiding principles be combined when an organization is making a decision?

  • A. By using all the guiding principles equally when making any decision
  • B. By using the one or two guiding principles that are most relevant to the specific decision
  • C. By using the focus on value' principle and one or two others that are relevant to the specific decision
  • D. By reviewing each guiding principle to decide how relevant it is to the specific decision


Answer : D

An organization is implementing new technology that will significantly improve how they interact with their customers.
Which term BEST describes this situation?

  • A. Digital organization
  • B. High velocity IT
  • C. Digital transformation
  • D. IT transformation


Answer : C

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. 1 and 2
  • B. 2 and 3
  • C. 3 and 4
  • D. 1 and 4


Answer : C

Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

  • A. Progress iteratively with feedback
  • B. Keep it simple and practical
  • C. Start where you are
  • D. Focus on value


Answer : C

Which are elements of the service value system?

  • A. Service provision, service consumption, service relationship management
  • B. Governance, service value chain, practices
  • C. Outcomes, utility, warranty
  • D. Customer value, stakeholder value, organization


Answer : B

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. Communication is a two-way process
  • B. We are all communicating all the time
  • C. Timing and frequency matter
  • D. There is no single method of communicating


Answer : D

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

  • A. 1 and 2
  • B. 2 and 3
  • C. 3 and 4
  • D. 1 and 4


Answer : B

Which can act as an operating model for an organization?

  • A. The four dimensions of service management
  • B. The service value chain
  • C. The ITIL guiding principles
  • D. Continual improvement


Answer : B

Which describes the value driven approach to service design?

  • 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


Answer : A

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

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?

  • 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


Answer : A

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

  • A. Valuable investments
  • B. Resilient operations
  • C. Fast development
  • D. Assured conformance


Answer : B

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

What BEST describes the relationship between planning and risk?

  • 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


Answer : B

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Total 40 questions