100% Free Real Updated ITIL-4-Transition Questions & Answers Pass Your Exam Easily [Q29-Q53]

NEW QUESTION 29
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 value stream should be designed to include activities from all practices that are needed

The software development manager should define requirements for all practices and ensure that they contribute to the over all service

Each pratice should define the outputs it will produce and the required inputs it needs to succeed

Practices should operate as suppliers to each other, using guidance form the ‘supplier management’ practice

NEW QUESTION 30
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?

Defining the features and functionality of services by relying on the developers’ previous experience of designing similar systems for customers

Involving users, customers and other stakeholders when communicating desired outcomes in the form of user stones

Designing systems with the continual involvement of customers to ensure that any changes in requirements are understood as early as possible

Involving customers and users in testing activities to understand whether the service meets the customers’ and users’ expectations

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?

Ensure that any identified exceptions are excluded from the policy to improve clarity

Ensure that all teams involved in incident resolution collaborate in the development of the policy

Implement the policy to the service desk staff initially before informing other affected support teams

Engage with stakeholders to ensure that as much detail as possible is included in the policy

NEW QUESTION 32
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

Progress iteratively with feedback

Keep it simple and practical

Start where you are

Focus on value

NEW QUESTION 33
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

NEW QUESTION 34
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 35
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 36
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 37
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?

Ensure that any identified exceptions are excluded from the policy to improve clarity

Ensure that all teams involved in incident resolution collaborate in the development of the policy

Implement the policy to the service desk staff initially before informing other affected support teams

Engage with stakeholders to ensure that as much detail as possible is included in the policy

NEW QUESTION 38
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 39
What do design thinking and service-dominant logic have in common?

Both require clearly defined requirements and acceptance criteria

Both involve collaborating with customers to ensure their needs are met

Both focus on product functionality and on building new features

Both focus solely on the needs and problems of the consumers

NEW QUESTION 40
An organization is designing a survey to assess the needs and expectations of its staff.
What is this an example of?

CI/CD

Integration and data sharing

Customer-orientation

Employee satisfaction management

NEW QUESTION 41
A legacy financial system requires the user to manually enter the time and date of the transaction to meet regulatory requirements. A recent internal audit has shown that these fields are often blank.
Which are effective controls that could improve compliance?
1. Modify the application to automatically add the current time and date when transaction is entered
2. Establish a communication plan to remind users of the importance of time and date on transactions
3. Develop a goals cascade so all staff know their role in achieving company goals
4. Create a report showing non-compliant records and take action to correct

1 and 2

2 and 3

3 and 4

1 and 4

NEW QUESTION 42
Which is a purpose of the customer journey?

To understand the interactions between the user and the service provider

To maximize the co-creation of value from both an outcome and experience perspective

To understand the service consumer resources required to deliver the service

To maximize the number of contacts with the customer in order to enhance the service

NEW QUESTION 43
The CIO of a large multi-national organization has noticed that the whole IT department are performing poorly. The CIO is committed to changing the behaviour patterns of their staff to improve performance across the whole IT department.
Which of the following will BEST help to improve staff behaviour?

Running safe to fail experiments that provide learning opportunities

Comparing the cost of delay’ between work items to ensure that financially valuable work is prioritized

Implementing CI/CD toots to deploy software quickly

Adopting Kanban boards to visualise the flow of work across software development teams

NEW QUESTION 44
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 45
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 46
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 47
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 48
From the perspective of a service provider how does the digital product lifecycle start?

With the onboard mg of customers

With the exploration of market opportunities

With the co creation of value

With the offboarding of customers

NEW QUESTION 49
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 50
Which can act as an operating model for an organization?

The four dimensions of service management

The service value chain

The ITIL guiding principles

Continual improvement

NEW QUESTION 51
Which is a method for value-driven, data-driven and user-centered service design?

Stakeholder analysis

Balanced scorecard

Design thinking

The MoSCoW method

NEW QUESTION 52
Which guiding principle would help the MOST in breaking down silos and elimating conflicting goals?

Start where you are

Progress iteratively with feedback

Optimize and automate

Collaborate and promote visibility

NEW QUESTION 53
An organization is implementing new technology that will significantly improve how they interact with their customers.
Which term BEST describes this situation?

Digital organization

High velocity IT

Digital transformation

IT transformation

100% Free Real Updated ITIL-4-Transition Questions & Answers Pass Your Exam Easily [Q29-Q53]

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