100% Reliable Microsoft ITIL-4-Transition Exam Dumps Test Pdf Exam Material
Based on Official Syllabus Topics of Actual ITIL ITIL-4-Transition Exam
NEW QUESTION # 24
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 # 25
Which are elements of the service value system?
- A. Governance, service value chain, practices
- B. Outcomes, utility, warranty
- C. Customer value, stakeholder value, organization
- D. Service provision, service consumption, service relationship management
Answer: A
NEW QUESTION # 26
Which statement about user communities is CORRECT?
- A. Communities set up by users may be recognized and supported by service providers
- B. User communities are created by service providers to investigate the cause of problems
- C. Informal user communities should be disbanded and merged into official groups
- D. Every user community should have at least one super-user
Answer: A
NEW QUESTION # 27
Which is a method for value-driven, data-driven and user-centered service design?
- A. Balanced scorecard
- B. Stakeholder analysis
- C. Design thinking
- D. The MoSCoW method
Answer: C
NEW QUESTION # 28
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?
- A. Running safe to fail experiments that provide learning opportunities
- B. Implementing CI/CD toots to deploy software quickly
- C. Adopting Kanban boards to visualise the flow of work across software development teams
- D. Comparing the cost of delay' between work items to ensure that financially valuable work is prioritized
Answer: A
NEW QUESTION # 29
Which value chain activity ensures that products deliver stakeholder expectations for quality?
- A. Plan
- B. Engage
- C. Design and transition
- D. Obtain/build
Answer: C
NEW QUESTION # 30
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 all teams involved in incident resolution collaborate in the development of the policy
- C. Engage with stakeholders to ensure that as much detail as possible is included in the policy
- D. Ensure that any identified exceptions are excluded from the policy to improve clarity
Answer: B
NEW QUESTION # 31
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 2
- B. 2 and 3
- C. 1 and 4
- D. 3 and 4
Answer: B
NEW QUESTION # 32
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. Service integration and management
- C. Machine learning
- D. An information model
Answer: A
NEW QUESTION # 33
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?
- A. Defining the features and functionality of services by relying on the developers' previous experience of designing similar systems for customers
- B. Designing systems with the continual involvement of customers to ensure that any changes in requirements are understood as early as possible
- C. Involving users, customers and other stakeholders when communicating desired outcomes in the form of user stones
- D. Involving customers and users in testing activities to understand whether the service meets the customers' and users' expectations
Answer: A
NEW QUESTION # 34
An IT department is able to rapidly develop services that meet functional requirements. However overall satisfaction with these services is low.
Which is the BEST way to start working on developing new services while addressing issues faced by the IT department?
- A. Involve senior management as early as possible to define requirements and help with 'organizational change management' to ensure successful implementation of the service
- B. Develop a clear understanding of the customers' intended goals and expectations, and track each of them from start to finish to ensure that the service supports the required outcomes
- C. Assess and improve capabilities of IT teams prioritizing areas that are required to deliver the service in a way that meets customer expectations
- D. Develop a clear set of system requirements and track each of them from start to finish to ensure that the delivered service meets the stated requirements
Answer: B
NEW QUESTION # 35
In service relationships what is a benefit of identifying consumer roles?
- A. It enables a common definition of value
- B. It provides shared service expectations
- C. It removes constraints from the customer
- D. It enables effective stakeholder management
Answer: D
NEW QUESTION # 36
Which can act as an operating model for an organization?
- A. The service value chain
- B. Continual improvement
- C. The four dimensions of service management
- D. The ITIL guiding principles
Answer: A
NEW QUESTION # 37
Which is an example of results-based measurement and reporting?
- A. Measuring and reporting the customer satisfaction with closed incidents
- B. Measuring and reporting the number of hours worked by service desk employees
- C. Measuring and reporting the number of supplier-related interruptions to a service
- D. Measuring and reporting the cost of providing a service to customers and users
Answer: A
NEW QUESTION # 38
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. We are all communicating all the time
- B. There is no single method of communicating
- C. Timing and frequency matter
- D. Communication is a two-way process
Answer: B
NEW QUESTION # 39
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. Increasing batch sizes
- B. Limiting work-in-progress
- C. Clarifying definition of done'
- D. Introducing a push system
Answer: B
NEW QUESTION # 40
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