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ITIL-4-Transition PDF

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  • Questions: 61 Q&A's With Detailed Explanation
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  • Exam Name: ITIL 4 Managing Professional Transition Exam
  • Last Update: 01-Nov-2024
  • Questions and Answers: 61
  • Single Choice: 61 Q&A's

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ITIL-4-Transition Questions and Answers

Question # 1

Which statement about user communities is CORRECT?

A.

User communities are created by service providers to investigate the cause of problems

B.

Communities set up by users may be recognized and supported by service providers

C.

Informal user communities should be disbanded and merged into official groups

D.

Every user community should have at least one super-user

Question # 2

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?

A.

Collect customer experience and service level metrics

B.

Use feedback from service reviews to assess value realization

C.

Gather customer service performance metrics and map to SLAs

D.

Conduct satisfaction surveys after service interactions

Question # 3

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 creating detailed plans that predetermine how to approach large changes

C.

By making hard decisions for the teams and providing step-by-step guidance

D.

By encouraging widespread changes that involve the teams starting from scratch

Question # 4

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.

Scheduling interactions between customer and service provider

B.

Changes in service provider and customer staff

C.

Failing to explain service provider actions that impact the customer

D.

Failing to deal with communication in a timely fashion

Question # 5

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

A.

Stakeholder analysis

B.

Balanced scorecard

C.

Design thinking

D.

The MoSCoW method

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