2022 The Most Effective ITIL-4-Transition with 42 Questions Answers

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NEW QUESTION 16
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. Swarming
• B. An information model
• C. Service integration and management
• D. Machine learning

Answer: A

 

NEW QUESTION 17
Which statement is CORRECT when considering a transformation to high velocity IT?

• A. High-velocity IT should be applied throughout the organization
• B. High performance is usually part of the change
• C. All organizations benefit from high velocity
• D. Customer-facing systems should be excluded from the change

Answer: B

 

NEW QUESTION 18
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 19
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 20
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 21
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 22
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?

• A. Produce service level reports and an analysis of the cost and risks of service delivery
• B. Regularly perform user satisfaction surveys and an analysis of the costs and risks removed from the service consumer
• C. Perform ad-hoc service reviews and produce reports of service outputs
• D. Work together to identify methods of checking service value and check that value propositions are still valid

Answer: B

 

NEW QUESTION 23
An organization is reviewing the support of its IT services.
Which is an example of an 'outside in' approach?

• A. Contacting the organization's ITSM software tool provider to learn about software updates which might improve the support of the 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. Understanding how infrastructure and application suppliers are involved in the end-to-end value chain for the support of services

Answer: B

 

NEW QUESTION 24
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 25
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 26
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. Establish office hours where staff are encouraged to drop by without appointments and discuss any concerns they have
• B. Publish a printed weekly newsletter that clearly and consistently communicates change
• C. Initiate a project to select and implement a collaboration tool to facilitate two-way communication with staff
• D. Research how individual teams communicate internally and use the most popular collaboration tools to collect feedback

Answer: C

 

NEW QUESTION 27
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 28
Which high velocity IT objective considers an organization's ability to continue providing business services when disruptive events affect its digital products?

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

Answer: A

 

NEW QUESTION 29
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 30
Which charging mechanism could cause the price of a service to change depending on the time of day?

• A. Cost
• B. Market price
• C. Differential charging
• D. Cost plus

Answer: C

 

NEW QUESTION 31
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 32
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