ITIL-4-Transition Exam Preparation Material with New ITIL-4-Transition Dumps Questions
ITIL-4-Transition 2022 Training With 42 QA's
NEW QUESTION 20
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
NEW QUESTION 21
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. Engage with stakeholders to ensure that as much detail as possible is included in the policy
- B. Implement the policy to the service desk staff initially before informing other affected support teams
- C. Ensure that any identified exceptions are excluded from the policy to improve clarity
- D. Ensure that all teams involved in incident resolution collaborate in the development of the policy
Answer: D
NEW QUESTION 22
An organization supports the users of its services using a tiered structure. There are many specialists in the second- and third-line resolution teams who have worked for the organization for a long time. The organization is in the process of deploying many changes to services. This is likely to result in a large number of complex incidents. In addition, there are long backlogs of work for the second and third-line resolution teams to complete.
Which is the BEST approach or technique to resolve this situation?
- A. An information model
- B. Machine learning
- C. Swarming
- D. Service integration and management
Answer: C
NEW QUESTION 23
Which concept is PRIMARILY concerned with multiple teams moving to a cross-functional way of working?
- A. Organizational structure
- B. Employee satisfaction measurement
- C. The value of positive communications
- D. Working to a customer oriented mindset
Answer: A
NEW QUESTION 24
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. Review skills and competencies of user support staff to ensure they have the required capability
- C. Encourage teams to collaborate so they can focus on value for users
- D. Use value stream mapping to help understand the end-to-end flow of user support
Answer: D
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 deal with communication in a timely fashion
- B. Changes in service provider and customer staff
- C. Scheduling interactions between customer and service provider
- D. Failing to explain service provider actions that impact the customer
Answer: A
NEW QUESTION 26
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 27
Which value chain activity ensures that products deliver stakeholder expectations for quality?
- A. Design and transition
- B. Obtain/build
- C. Plan
- D. Engage
Answer: A
NEW QUESTION 28
Which is a method for value-driven, data-driven and user-centered service design?
- A. The MoSCoW method
- B. Balanced scorecard
- C. Design thinking
- D. Stakeholder analysis
Answer: C
NEW QUESTION 29
A company has begun a new global line of business that has changed how IT supports the new systems. Recognizing the urgent need for two-way communication on the required changes, IT managers are trying to find better ways to obtain feedback than a standing agenda at staff meetings.
Which describes the BEST approach for establishing effective feedback channels?
- A. Initiate a project to select and implement a collaboration tool to facilitate two-way communication with staff
- B. Research how individual teams communicate internally and use the most popular collaboration tools to collect feedback
- C. Establish office hours where staff are encouraged to drop by without appointments and discuss any concerns they have
- D. Publish a printed weekly newsletter that clearly and consistently communicates change
Answer: A
NEW QUESTION 30
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. Keep it simple and practical
- D. Focus on value
Answer: B
NEW QUESTION 31
Which statement about user communities is CORRECT?
- A. Informal user communities should be disbanded and merged into official groups
- B. User communities are created by service providers to investigate the cause of problems
- C. Communities set up by users may be recognized and supported by service providers
- D. Every user community should have at least one super-user
Answer: C
NEW QUESTION 32
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
NEW QUESTION 33
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. Designing systems with the continual involvement of customers to ensure that any changes in requirements are understood as early as possible
- B. Involving customers and users in testing activities to understand whether the service meets the customers' and users' expectations
- C. Defining the features and functionality of services by relying on the developers' previous experience of designing similar systems for customers
- D. Involving users, customers and other stakeholders when communicating desired outcomes in the form of user stones
Answer: C
NEW QUESTION 34
Which charging mechanism could cause the price of a service to change depending on the time of day?
- A. Cost
- B. Differential charging
- C. Market price
- D. Cost plus
Answer: B
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 software development manager
- B. The other members of the software development team
- C. The sponsor in the service consumer organization
- D. The IT change manager
Answer: B
NEW QUESTION 36
......
Quickly and Easily Pass ITIL Exam with ITIL-4-Transition real Dumps: https://testinsides.actualpdf.com/ITIL-4-Transition-real-questions.html
