[Q19-Q42] Try 100% Updated ITIL-4-Transition Exam Questions [2024]

QUESTION 19
Which two stakeholders co-create value in the service relationship?

The consumer and provider

The provider and supplier

The investor and consumer

The investor and supplier

QUESTION 20
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?

Omnichannel management

Service level management

Service interaction method

Benefits dependency network

QUESTION 21
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

QUESTION 22
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

QUESTION 23
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

QUESTION 24
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

QUESTION 25
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

QUESTION 26
Which describes the value driven approach to service design?

The practice of analyzing a business, defining its needs, and recommending solutions that create value for stakeholders

An iterative approach based on frequent feedback, continual experimentation, and learning to ensure value co-creation

A process improvement philosophy that prioritizes flow efficiency over resource efficiency

Designing just enough features to satisfy early customers, and providing feedback for future development

QUESTION 27
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

QUESTION 28
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

QUESTION 29
Which statement is CORRECT when considering a transformation to high velocity IT?

All organizations benefit from high velocity

High performance is usually part of the change

High-velocity IT should be applied throughout the organization

Customer-facing systems should be excluded from the change

QUESTION 30
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?

Scheduling interactions between customer and service provider

Changes in service provider and customer staff

Failing to explain service provider actions that impact the customer

Failing to deal with communication in a timely fashion

QUESTION 31
What do Lean and Agile consider a barrier to high performance?

Large batch sizes of work

Pulling versus pushing work

Making work visible

Limiting work-in-progress

QUESTION 32
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

QUESTION 33
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

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

QUESTION 35
What BEST describes the relationship between planning and risk?

Planning is a high level function, risk management is a tactical activity

Planning should always consider risks and how to mitigate them

Planning focuses on what needs to be accomplished, risk management is part of how work is to be performed

Risk management is the exclusive domain of dedicated risk managers

QUESTION 36
An organization wants to become more efficient by reducing the amount of unnecessary work they do. Which approach would be MOST helpful?

Site reliability engineering

Lean OK

Safety culture

DevOps

QUESTION 37
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?

Service integration and management

Machine learning

Swarming

An information model

QUESTION 38
How should the seven guiding principles be combined when an organization is making a decision?

By using all the guiding principles equally when making any decision

By using the one or two guiding principles that are most relevant to the specific decision

By using the focus on value’ principle and one or two others that are relevant to the specific decision

By reviewing each guiding principle to decide how relevant it is to the specific decision

QUESTION 39
Which concept is PRIMARILY concerned with multiple teams moving to a cross-functional way of working?

Organizational structure

Employee satisfaction measurement

Working to a customer oriented mindset

The value of positive communications

QUESTION 40
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

QUESTION 41
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?

Use value stream mapping to help understand the end-to-end flow of user support

Encourage teams to collaborate so they can focus on value for users

Improve the integration of tools to ensure there are no gaps between processes

Review skills and competencies of user support staff to ensure they have the required capability

QUESTION 42
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

[Q19-Q42] Try 100% Updated ITIL-4-Transition Exam Questions [2024]

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