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ITIL 4 Managing Professional Transition Sample Questions:
A service provider is planning a major change to its services and the way it delivers them. The project will include many changes to the working practices of staff. The service provider expects resistance to these changes and would like to manage communication in a sensitive way. Which is the MOST appropriate approach?
- A. Use instant messaging for both communicating and receiving feedback to ensure a quick response for all affected staff.
- B. Use a mix of communication methods and ensure that a feedback mechanism is included that allows anonymity to be retained if desired
- C. Send an email to the affected staff and ensure that as much detail as possible is included to promote transparency
- D. Use a mix of communication methods and ensure that any feedback received is shared openly on a public forum to promote visibility
Correct Answer: B 🗳️
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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
Correct Answer: A 🗳️
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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 onboard mg of customers
- D. With the offboarding of customers
Correct Answer: A 🗳️
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A software development team is intending to develop many new applications and services. They will need contributions from various practices to achieve this. How should these activities be combined?
- A. A value stream should be designed to include activities from all practices that are needed
- B. Practices should operate as suppliers to each other, using guidance form the 'supplier management' practice
- C. The software development manager should define requirements for all practices and ensure that they contribute to the over all service
- D. Each pratice should define the outputs it will produce and the required inputs it needs to succeed
Correct Answer: A 🗳️
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Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
- A. IT asset management
- B. Service configuration management
- C. Change enablement
- D. Deployment management
Correct Answer: A 🗳️
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