100% Free ITIL-4-Transition Exam Dumps Use Real ITIL 4 Managing Professional Dumps With 42 Questions!
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NEW QUESTION 19
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. Assess and improve capabilities of IT teams prioritizing areas that are required to deliver the service in a way that meets customer expectations
- C. 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
- D. 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
Answer: D
NEW QUESTION 20
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 supplier-related interruptions to a service
- C. Measuring and reporting the number of hours worked by service desk employees
- D. Measuring and reporting the cost of providing a service to customers and users
Answer: A
NEW QUESTION 21
Which are elements of the service value system?
- A. Customer value, stakeholder value, organization
- B. Outcomes, utility, warranty
- C. Service provision, service consumption, service relationship management
- D. Governance, service value chain, practices
Answer: D
NEW QUESTION 22
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 23
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 sponsor in the service consumer organization
- C. The software development manager
- D. The other members of the software development team
Answer: D
NEW QUESTION 24
Which BEST describes the primary role of a governing body?
- A. To develop and regularly review IT measures and metrics
- B. To establish and regularly review the effectiveness of risk management and internal controls
- C. To annually review and approval of IT projects to maximize business value
- D. To establish and regularly review the goals cascade throughout the organization
Answer: B
NEW QUESTION 25
An organization is reviewing the support of its IT services.
Which is an example of an 'outside in' approach?
- A. Understanding how infrastructure and application suppliers are involved in the end-to-end value chain for the support of services
- B. Conducting customer and user satisfaction surveys to gather feedback on how customers and users perceive the support of IT services
- C. Contacting the organization's ITSM software tool provider to learn about software updates which might improve the support of the services
- D. Asking for feedback from the internal technical teams to ensure they are able to deliver against the support requirements
Answer: B
NEW QUESTION 26
When an organization has initiated an IT transformation project, which 'organizational change management' activity should it carry out FIRST?
- A. Create corrective action plans for staff who are resistant to the change
- B. Create a clear picture of what is changing and why it is valuable
- C. Develop a value stream map of the desired future changes
- D. Communicate areas of waste that can be eliminated
Answer: B
NEW QUESTION 27
What do design thinking and service-dominant logic have in common?
- A. Both require clearly defined requirements and acceptance criteria
- B. Both involve collaborating with customers to ensure their needs are met
- C. Both focus on product functionality and on building new features
- D. Both focus solely on the needs and problems of the consumers
Answer: B
NEW QUESTION 28
Which statement is CORRECT when considering a transformation to high velocity IT?
- A. High-velocity IT should be applied throughout the organization
- B. Customer-facing systems should be excluded from the change
- C. High performance is usually part of the change
- D. All organizations benefit from high velocity
Answer: C
NEW QUESTION 29
An organization is designing a survey to assess the needs and expectations of its staff.
What is this an example of?
- A. Integration and data sharing
- B. CI/CD
- C. Employee satisfaction management
- D. Customer-orientation
Answer: C
NEW QUESTION 30
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 31
Which can act as an operating model for an organization?
- A. The service value chain
- B. The ITIL guiding principles
- C. Continual improvement
- D. The four dimensions of service management
Answer: A
NEW QUESTION 32
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. Communication is a two-way process
- D. Timing and frequency matter
Answer: B
NEW QUESTION 33
A web hosting provider has decided to apply more of a 'shift left' approach to service support. The provider knows that users like video tutorials as well as communicating via instant messaging and social networks.
What should the service provider use to expand how users access support and improve the user experience?
- A. Service level management
- B. Omnichannel management
- C. Service interaction method
- D. Benefits dependency network
Answer: B
NEW QUESTION 34
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. Designing systems with the continual involvement of customers to ensure that any changes in requirements are understood as early as possible
- B. Involving users, customers and other stakeholders when communicating desired outcomes in the form of user stones
- C. Involving customers and users in testing activities to understand whether the service meets the customers' and users' expectations
- D. Defining the features and functionality of services by relying on the developers' previous experience of designing similar systems for customers
Answer: D
NEW QUESTION 35
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