ITIL-4-Transition Braindumps Real Exam Updated on Feb 26, 2024 with 63 Questions
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NEW QUESTION # 25
Which describes the customer journey?
- A. The end-to-end experience customers have with service providers
- B. The experience the service user gets from the service provider
- C. The actions that the user undertakes to be able to use the service
- D. The actions that the service provider takes to attract new customers
Answer: A
NEW QUESTION # 26
What do Lean and Agile consider a barrier to high performance?
- A. Limiting work-in-progress
- B. Pulling versus pushing work
- C. Large batch sizes of work
- D. Making work visible
Answer: C
NEW QUESTION # 27
Which is an example of a digital organization?
- A. An organization which uses IT to support its operational processes
- B. An organization which uses IT to change its strategic direction
- C. An organization which uses IT to improve its 'service desk' practice
- D. An organization which has undergone an IT transformation
Answer: B
Explanation:
Explanation
A digital organization is an organization that leverages digital technology to create value for its customers, employees, and other stakeholders. A digital organization is not just an organization that uses IT to support its operational processes, or an organization that has undergone an IT transformation, or an organization that uses IT to improve its 'service desk' practice. These are examples of IT-enabled organizations, but not necessarily digital organizations. A digital organization is an organization that uses IT to change its strategic direction, to create new business models, to innovate and differentiate itself from competitors, and to deliver value faster and more effectively. A digital organization is an organization that adopts a digital mindset, culture, andcapabilities to thrive in the digital era. References:
https://www.axelos.com/resource-hub/blog/itil-4-leader-dits-guide-for-digital-transformation
https://assets.website-files.com/6372a610b17ef0b86547d1ae/6400e103a11a9d3d6dc0abb7_ITIL4_Digital%20an
NEW QUESTION # 28
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. Machine learning
- B. Swarming
- C. Service integration and management
- D. An information model
Answer: B
NEW QUESTION # 29
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 # 30
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. Perform ad-hoc service reviews and produce reports of service outputs
- B. Regularly perform user satisfaction surveys and an analysis of the costs and risks removed from the service consumer
- C. Produce service level reports and an analysis of the cost and risks of service delivery
- D. Work together to identify methods of checking service value and check that value propositions are still valid
Answer: B
NEW QUESTION # 31
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. Implement the policy to the service desk staff initially before informing other affected support teams
- B. Ensure that any identified exceptions are excluded from the policy to improve clarity
- C. Ensure that all teams involved in incident resolution collaborate in the development of the policy
- D. Engage with stakeholders to ensure that as much detail as possible is included in the policy
Answer: C
NEW QUESTION # 32
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 4
- B. 3 and 4
- C. 2 and 3
- D. 1 and 2
Answer: C
NEW QUESTION # 33
An organization's lead times and the flow of tasks across value streams are being impacted because tasks often sit waiting in queues.
Which technique can be used to overcome this challenge?
- A. Limiting work-in-progress
- B. Introducing a push system
- C. Increasing batch sizes
- D. Clarifying definition of done'
Answer: A
NEW QUESTION # 34
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?
- A. Create separate value streams for practices, people, tools and suppliers, to ensure that 'four dimensions' are considered equally
- B. Create one value stream for each team, to allow the teams to focus on their different objectives
- C. Create one value stream for the entire project, to enable and end-to-end, holistic vision of the service
- D. Create separate value streams for every project phase, to ensure that each milestone is achieved in a Agile manner
Answer: C
NEW QUESTION # 35
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 4
- B. 3 and 4
- C. 2 and 3
- D. 1 and 2
Answer: C
Explanation:
Explanation
Onboarding is one of the six activities in the service value chain, which is the set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers and other stakeholders1. Onboarding involves providing the consumer with the agreed service and ensuring that they can use it as intended1. This includes building awareness of the new consumer, such as informing them about theservice features, benefits, and costs, as well as ensuring resources are prepared for service provision, such as allocating staff, equipment, and facilities2. Negotiating service targets with customers is part of the engage activity, which involves understanding the needs and expectations of the stakeholders and establishing agreements on how to meet them1. Designing the service components and infrastructure is part of the design and transition activity, which involves ensuring that products and services continually meet stakeholder expectations for quality, costs, and time to market1. References:
ITIL 4 Foundation: Service Value Chain
Transforming customer journeys with ITIL 4 DSV
NEW QUESTION # 36
A service support agents adjusts support actions following a call form a frustrated user. Which concept describes this behavior?
- A. Customer orientation
- B. Team Culture
- C. Positive communication
- D. Employee satisfaction management
Answer: A
NEW QUESTION # 37
What do design thinking and service-dominant logic have in common?
- A. Both focus on product functionality and on building new features
- B. Both require clearly defined requirements and acceptance criteria
- C. Both involve collaborating with customers to ensure their needs are met
- D. Both focus solely on the needs and problems of the consumers
Answer: C
NEW QUESTION # 38
In which TWO situations should be ITIL guiding principles be considered?
1. In every initiative
2. In all relationships with stakeholders
3. Only specific initiatives where the principle is relevant
4. Only specific stakeholder relationships where the principle is relevant
- A. 1 and 4
- B. 3 and 4
- C. 2 and 3
- D. 1 and 2
Answer: A
Explanation:
Explanation
An 'outside in' approach is one that focuses on the customer perspective and value, rather than the internal processes and governance of the IT organization. According to ITIL 4, this approach helps to co-create value with customers and users, and align the IT services with the business strategy and outcomes. Therefore, conducting customer and user satisfaction surveys to gather feedback on how customers and users perceive the support of IT services is an example of an 'outside in' approach, as it helps to understand the customer needs, expectations, and experiences. The other options are examples of an 'inside out' approach, as they focus on the internal aspects of the IT organization, such as the suppliers, the technical teams, and the software tools, rather than the customer value and outcomes. References:
ITIL and Value: Co-Creating Value in Organisations with ITIL 4
Using ITIL to move to a service culture2
ITIL 4 Managing Professional Transition Module
ITIL 4 Managing Professional Transition Module - Courseware
NEW QUESTION # 39
Which is a method for value-driven, data-driven and user-centered service design?
- A. The MoSCoW method
- B. Stakeholder analysis
- C. Balanced scorecard
- D. Design thinking
Answer: A
Explanation:
Explanation
Differential charging is a mechanism that allows the service provider to charge different prices for the same service depending on some pre-defined parameters, such as time of day, location, demand, etc. This way, the service provider can optimize the use of resources and encourage or discourage the consumption of the service at certain times or places. For example, a telecom operator may charge more for a phone call during peak hours than during off-peak hours. This is different from other charging mechanisms, such as:
Cost: The service provider charges the customer the exact amount of money that it costs to deliver the service, without any profit margin or overhead.
Cost plus: The service provider charges the customer the cost of delivering the service plus a fixed percentage or amount of profit.
Market price: The service provider charges the customer the price that is determined by the supply and demand of the service in the market, regardless of the actual cost of delivering the service. References:
Service financial management: ITIL 4 Practice Guide, section 2.2.1
Charging and ITIL Financial Management - What are the options?, section "Internal services - Living on the safe side"
NEW QUESTION # 40
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 a mix of communication methods and ensure that a feedback mechanism is included that allows anonymity to be retained if desired
- B. Use instant messaging for both communicating and receiving feedback to ensure a quick response for all affected staff.
- C. Use a mix of communication methods and ensure that any feedback received is shared openly on a public forum to promote visibility
- D. Send an email to the affected staff and ensure that as much detail as possible is included to promote transparency
Answer: A
NEW QUESTION # 41
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?
- A. By encouraging the practicing of routines to unlearn old habits and learn new ones
- B. By creating detailed plans that predetermine how to approach large changes
- C. By making hard decisions for the teams and providing step-by-step guidance
- D. By encouraging widespread changes that involve the teams starting from scratch
Answer: A
Explanation:
Explanation
Toyota Kata is a way of managing teams, teaching them to adopt the methods used and perfected by Toyota. It is based on the idea of practicing routines or patterns that help people learn new skills and behaviors. By encouraging the practicing of routines to unlearn old habits and learn new ones, managers can help employees adjust to the different ways of working that Agile and DevOps require. For example, managers can use the Improvement Kata to help teams set challenging goals, experiment with solutions, learn from obstacles, and adapt to changing conditions. Managers can also use the Coaching Kata to provide feedback and guidance to teams, and help them develop scientific thinking and problem-solving skills. References:
Toyota Kata - Wikipedia
What is the Toyota Kata? | Kanban Tool
Toyota Kata - Habits for Continuous Improvements
NEW QUESTION # 42
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
- A. Focus on value
- B. Keep it simple and practical
- C. Start where you are
- D. Progress iteratively with feedback
Answer: C
NEW QUESTION # 43
In which TWO situations should be ITIL guiding principles be considered?
1. In every initiative
2. In all relationships with stakeholders
3. Only specific initiatives where the principle is relevant
4. Only specific stakeholder relationships where the principle is relevant
- A. 1 and 2
- B. 1 and 4
- C. 3 and 4
- D. 2 and 3
Answer: A
NEW QUESTION # 44
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
Explanation:
Explanation
Organizational structure is the concept that is primarily concerned with multiple teams moving to a cross-functional way of working. Cross-functional teams are teams that consist of members from different functional areas or domains, such as development, testing, operations, marketing, etc. Cross-functional teams can help organizations achieve better collaboration, innovation, and customer satisfaction, as well as faster delivery and feedback. However, cross-functional teams also require changes in the organizational structure, such as breaking down silos, flattening hierarchies, and empowering teams to self-organize and make decisions. ITIL 4 encourages an integrated approach that combines best practices across all ways of working, such as Agile, DevOps, and Lean. These methodologies keep rules simple, allowing teams toadapt based on the situation, focus on good outcomes for the customer, and learn from failure. ITIL 4 also explores the four main types of organizational structures: functional, divisional, matrix, and flat. Each type has its own advantages and disadvantages, and organizations can choose the best fit for their context and goals.
References:
Using ITIL's concepts: four organizational structures | Axelos
What ITIL 4 means for you and your team - Atlassian
Cross-Functional Teams Definition & Advantages - KnowledgeHut
How to Build a Cross-Functional Team | The Workstream - Atlassian
NEW QUESTION # 45
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