[Full-Version] 2024 New Preparation Guide of ITIL ITIL-4-Transition Exam [Q11-Q27]

4/5 - (1 vote)

[Full-Version] 2024 New Preparation Guide of ITIL ITIL-4-Transition Exam

ITIL-4-Transition Practice Exam – 63 Unique Questions

ITIL 4 Managing Professional Transition Certification Exam covers a range of topics that are essential for IT professionals to manage and transition IT services in a modern, digital world. These topics include ITIL service value system, service management practices, service management technologies, and organizational change management. ITIL-4-Transition exam consists of 40 multiple-choice questions that need to be completed within 90 minutes. Upon successful completion of the certification exam, candidates will be awarded the ITIL 4 Managing Professional Transition certification, which demonstrates their knowledge and expertise in managing and transitioning IT services to meet the needs of a digital world.

NEW QUESTION 11
Which statement about user communities is CORRECT?

User communities are created by service providers to investigate the cause of problems

Communities set up by users may be recognized and supported by service providers

Informal user communities should be disbanded and merged into official groups

Every user community should have at least one super-user

NEW QUESTION 12
Which concept is PRIMARILY concerned with multiple teams moving to a cross-functional way of working?

Organizational structure

Employee satisfaction measurement

Working to a customer oriented mindset

The value of positive communications

NEW QUESTION 13
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?

Collect customer experience and service level metrics

Use feedback from service reviews to assess value realization

Gather customer service performance metrics and map to SLAs

Conduct satisfaction surveys after service interactions

NEW QUESTION 14
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?

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

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

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

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

Explanation
The best approach for validating service value in a partnership relationship with a service consumer is to work together to identify methods of checking service value andcheck that value propositions are still valid. This is because this approach aligns with the ITIL 4 guiding principles of focus on value, collaborate and promote visibility, and progress iteratively with feedback1.
By working together, the service provider and the service consumer can co-create value and ensure that the services delivered meet the needs and expectations of the service consumer and other stakeholders. They can also share information and feedback, and adjust the services accordingly to respond to changing requirements and opportunities. Moreover, they can jointly define the criteria and indicators for measuring and validating the value of the services, such as the outcomes, costs, risks, and benefits23.
The value propositions of the services are the statements that describe the benefits and value that the services offer to the service consumer and other stakeholders. They are based on the understanding of the service consumer’s needs, preferences, and goals. The value propositions should be regularly reviewed and validated to ensure that they are still relevant and accurate, and that they reflect the current and future value of the services45.
The other options are not the best approach for validating service value, because they are either too narrow, too passive, or too reactive. They do not involve the active collaboration and co-creation of value between the service provider and the service consumer, nor do they account for the complexity and agility of the services provided.
References: 1: ITIL 4 Foundation: ITIL 4 Edition, AXELOS, 2019, p. 13-15 2: ITIL 4 Direct, Plan and Improve, AXELOS, 2019, p. 97-98 3: Reporting on value in service management, AXELOS, 2021, 3 4: ITIL 4 Create, Deliver and Support, AXELOS, 2019, p. 17-18 5: ITIL 4 Drive Stakeholder Value, AXELOS, 2019, p.
25-26

NEW QUESTION 15
A service support agents adjusts support actions following a call form a frustrated user. Which concept describes this behavior?

Team Culture

Customer orientation

Positive communication

Employee satisfaction management

NEW QUESTION 16
An organization wants to introduce a new service. There are many teams that will contribute to the design, development and transition of the service. Which approach should the organization follow when creating a value stream for this new service?

Create one value stream for the entire project, to enable and end-to-end, holistic vision of the service

Create separate value streams for practices, people, tools and suppliers, to ensure that ‘four dimensions’ are considered equally

Create separate value streams for every project phase, to ensure that each milestone is achieved in a Agile manner

Create one value stream for each team, to allow the teams to focus on their different objectives

NEW QUESTION 17
In service relationships what is a benefit of identifying consumer roles?

It enables effective stakeholder management

It provides shared service expectations

It removes constraints from the customer

It enables a common definition of value

NEW QUESTION 18
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?

Failing to explain service provider action that impact the customer

Scheduling interactions between customer and service provider

Changes in service provider and customer staff

Failing to deal with communication in a timely fashion

Explanation
The correct answer is A. Failing to explain service provider action that impact the customer. This is because a lack of transparency and communication can erode the trust and satisfaction of the customer, and lead to misunderstandings and conflicts. The service provider should always inform the customer of any changes, issues, or decisions that affect the customer’s services, expectations, or outcomes. The service provider should also seek feedback from the customer and address any concerns or complaints promptly and effectively.
B: Scheduling interactions between customer and service provider is not a threat, but a good practice to maintain the relationship. Regular interactions can help to align the goals, values, and needs of both parties, and foster collaboration and mutual understanding. The service provider should also use these interactions to demonstrate value and performance, and to identify opportunities for improvement or innovation.
C: Changes in service provider and customer staff is not a threat, but a challenge that can be overcome with proper knowledge management and relationship management. The service provider should ensure that the knowledge and experience of the staff are captured, shared, and transferred to the new staff, and that the new staff are trained and competent to deliver the services. The service provider should also introduce the new staff to the customer and establish rapport and trust.
D: Failing to deal with communication in a timely fashion is a threat, but not the most likely one. Delayed or ignored communication can frustrate the customer and damage the reputation of the service provider. The service provider should respond to the customer’s communication as soon as possible, and provide clear and accurate information. The service provider should also follow up on the communication and ensure that the customer’s needs are met. References:
ITIL 4 Managing Professional Transition Module Sample Paper – English, page 8, question 1, answer A ITIL 4 Managing Professional Transition Module Candidate Syllabus – English, page 9, learning outcome 1.3 ITIL 4 Managing Professional Transition Course Online – Simplilearn, section 3.2, lesson 3.2.2, topic
“Relationship Management”

NEW QUESTION 19
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

1 and 2

2 and 3

3 and 4

1 and 4

NEW QUESTION 20
Which high velocity IT objective considers an organization’s ability to continue providing business services when disruptive events affect its digital products?

Valuable investments

Resilient operations

Fast development

Assured conformance

NEW QUESTION 21
An organization is reviewing the support of its IT services.
Which is an example of an ‘outside in’ approach?

Understanding how infrastructure and application suppliers are involved in the end-to-end value chain for the support of services

Conducting customer and user satisfaction surveys to gather feedback on how customers and users perceive the support of IT services

Asking for feedback from the internal technical teams to ensure they are able to deliver against the support requirements

Contacting the organization’s ITSM software tool provider to learn about software updates which might improve the support of the services

NEW QUESTION 22
An organization has IT divisions distributed globally. As the organization has grown, it has become difficult to align the activities of the IT divisions with the organization ‘s objectives How can the organization ensure that all IT activities are aligned with the organization ‘s objectives?

Priories risk mitigation strategies in alignment with the organization ‘s risk appetite

Put compliance controls in place to ensure that all centers of expertise are following the same practices

Collect feedback from both organizational and IT leadership from each region

Establish increasingly detailed objectives at each level of the organization that align directly with the objectives of the layer above

NEW QUESTION 23
An organization is experiencing difficulties with the way it resolves incidents. The service desk staff are often unsure which teams to escalate an incident to. The incident is then passed between different teams until it reaches the correct team. Also, the service desk analyst does not always know the correct type of information and level of detail which will be required by the team that resolved the issue. The organization is considering moving away from a formally organized system of tiered support groups. Which is an alternative to this structure that would help to improve the situation?

Data analytics

Swarming

Robotic process automation

Continuous integration

NEW QUESTION 24
A designer has been asked by an organization to design a new office chair. The designer has proposed a plant that they have been asked to validate. In ‘design thinking’, what should the designer do to BEST validate the plan

Ask the user to communicate their needs for the chair

Ask the user to provide feedback on a prototype of the chair

Adopt the user’s point of view of using the chair

Decide for the user what is important for the chair

NEW QUESTION 25
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?

By encouraging the practicing of routines to unlearn old habits and learn new ones

By creating detailed plans that predetermine how to approach large changes

By making hard decisions for the teams and providing step-by-step guidance

By encouraging widespread changes that involve the teams starting from scratch

NEW QUESTION 26
A software development team makes many hundreds of small changes every week.
Who can BEST make the decision of whether to accept each change?

The IT change manager

The software development manager

The sponsor in the service consumer organization

The other members of the software development team

NEW QUESTION 27
What do Lean and Agile consider a barrier to high performance?

Large batch sizes of work

Pulling versus pushing work

Making work visible

Limiting work-in-progress

ITIL-4-Transition (ITIL 4 Managing Professional Transition) Certification Exam consists of multiple-choice questions that test candidates’ knowledge and understanding of the ITIL 4 framework. ITIL-4-Transition exam assesses candidates’ ability to apply the ITIL 4 framework to real-world scenarios and situations. ITIL-4-Transition exam is administered by PeopleCert, which is an authorized exam provider for ITIL certifications.

Latest Questions ITIL-4-Transition Guide to Prepare Free Practice Tests: https://www.real4dumps.com/ITIL-4-Transition_examcollection.html

[Full-Version] 2024 New Preparation Guide of ITIL ITIL-4-Transition Exam [Q11-Q27]

Leave a Reply Cancel reply