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NEW QUESTION 11
An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently.
What is the FIRST step the organization should take to start to improve the situation?
- A. Use value stream mapping to help understand the end-to-end flow of user support
- B. Improve the integration of tools to ensure there are no gaps between processes
- C. Encourage teams to collaborate so they can focus on value for users
- D. Review skills and competencies of user support staff to ensure they have the required capability
Answer: A
NEW QUESTION 12
Which charging mechanism could cause the price of a service to change depending on the time of day?
- A. Market price
- B. Differential charging
- C. Cost
- D. Cost plus
Answer: B
NEW QUESTION 13
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 sponsor in the service consumer organization
- B. The software development manager
- C. The other members of the software development team
- D. The IT change manager
Answer: C
NEW QUESTION 14
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. Comparing the cost of delay' between work items to ensure that financially valuable work is prioritized
- D. Adopting Kanban boards to visualise the flow of work across software development teams
Answer: A
NEW QUESTION 15
Which is an example of results-based measurement and reporting?
- A. Measuring and reporting the number of supplier-related interruptions to a service
- B. Measuring and reporting the number of hours worked by service desk employees
- C. Measuring and reporting the customer satisfaction with closed incidents
- D. Measuring and reporting the cost of providing a service to customers and users
Answer: C
NEW QUESTION 16
A company has begun a new global line of business that has changed how IT supports the new systems. Recognizing the urgent need for two-way communication on the required changes, IT managers are trying to find better ways to obtain feedback than a standing agenda at staff meetings.
Which describes the BEST approach for establishing effective feedback channels?
- A. Initiate a project to select and implement a collaboration tool to facilitate two-way communication with staff
- B. Research how individual teams communicate internally and use the most popular collaboration tools to collect feedback
- C. Publish a printed weekly newsletter that clearly and consistently communicates change
- D. Establish office hours where staff are encouraged to drop by without appointments and discuss any concerns they have
Answer: A
NEW QUESTION 17
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?
- A. Changes in service provider and customer staff
- B. Failing to explain service provider actions that impact the customer
- C. Scheduling interactions between customer and service provider
- D. Failing to deal with communication in a timely fashion
Answer: D
NEW QUESTION 18
Which can act as an operating model for an organization?
- A. The service value chain
- B. The four dimensions of service management
- C. The ITIL guiding principles
- D. Continual improvement
Answer: A
NEW QUESTION 19
Which BEST describes the primary role of a governing body?
- A. To annually review and approval of IT projects to maximize business value
- B. To establish and regularly review the effectiveness of risk management and internal controls
- C. To develop and regularly review IT measures and metrics
- D. To establish and regularly review the goals cascade throughout the organization
Answer: B
NEW QUESTION 20
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. Engage with stakeholders to ensure that as much detail as possible is included in the policy
- B. Implement the policy to the service desk staff initially before informing other affected support teams
- C. Ensure that all teams involved in incident resolution collaborate in the development of the policy
- D. Ensure that any identified exceptions are excluded from the policy to improve clarity
Answer: C
NEW QUESTION 21
What do design thinking and service-dominant logic have in common?
- A. Both involve collaborating with customers to ensure their needs are met
- B. Both require clearly defined requirements and acceptance criteria
- C. Both focus solely on the needs and problems of the consumers
- D. Both focus on product functionality and on building new features
Answer: A
NEW QUESTION 22
When an organization has initiated an IT transformation project, which 'organizational change management' activity should it carry out FIRST?
- A. Create a clear picture of what is changing and why it is valuable
- B. Communicate areas of waste that can be eliminated
- C. Create corrective action plans for staff who are resistant to the change
- D. Develop a value stream map of the desired future changes
Answer: A
NEW QUESTION 23
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 encouraging widespread changes that involve the teams starting from scratch
- C. By creating detailed plans that predetermine how to approach large changes
- D. By making hard decisions for the teams and providing step-by-step guidance
Answer: A
NEW QUESTION 24
Information that is needed to resolve problems is difficult to obtain because IT staff are worried that they will be blamed for mistakes.
Which concept can MOST help to resolve this?
- A. Design thinking
- B. Valuable investments
- C. Safety culture
- D. Agile
Answer: C
NEW QUESTION 25
Which statement about user communities is CORRECT?
- A. Informal user communities should be disbanded and merged into official groups
- B. User communities are created by service providers to investigate the cause of problems
- C. Communities set up by users may be recognized and supported by service providers
- D. Every user community should have at least one super-user
Answer: C
NEW QUESTION 26
An organization is reviewing the support of its IT services.
Which is an example of an 'outside in' approach?
- A. Conducting customer and user satisfaction surveys to gather feedback on how customers and users perceive the support of IT services
- B. Understanding how infrastructure and application suppliers are involved in the end-to-end value chain for the support of 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: A
NEW QUESTION 27
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