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ITIL-4-Transition Questions and Answers

Question # 6

A legacy financial system requires the user to manually enter the time and date of the transaction to meet regulatory requirements. A recent internal audit has shown that these fields are often blank.

Which are effective controls that could improve compliance?

1. Modify the application to automatically add the current time and date when transaction is entered

2. Establish a communication plan to remind users of the importance of time and date on transactions

3. Develop a goals cascade so all staff know their role in achieving company goals

4. Create a report showing non-compliant records and take action to correct

A.

1 and 2

B.

2 and 3

C.

3 and 4

D.

1 and 4

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Question # 7

A service support agents adjusts support actions following a call form a frustrated user. Which concept describes this behavior?

A.

Team Culture

B.

Customer orientation

C.

Positive communication

D.

Employee satisfaction management

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Question # 8

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.

Comparing the cost of delay' between work items to ensure that financially valuable work is prioritized

C.

Implementing CI/CD toots to deploy software quickly

D.

Adopting Kanban boards to visualise the flow of work across software development teams

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Question # 9

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.

Ensure that any identified exceptions are excluded from the policy to improve clarity

B.

Ensure that all teams involved in incident resolution collaborate in the development of the policy

C.

Implement the policy to the service desk staff initially before informing other affected support teams

D.

Engage with stakeholders to ensure that as much detail as possible is included in the policy

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Question # 10

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

A.

Large batch sizes of work

B.

Pulling versus pushing work

C.

Making work visible

D.

Limiting work-in-progress

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Question # 11

A designer has been asked by an organization to design a new office chair. The designer has proposed a plant that they have been asked to validate. In 'design thinking', what should the designer do to BEST validate the plan

A.

Ask the user to communicate their needs for the chair

B.

Ask the user to provide feedback on a prototype of the chair

C.

Adopt the user's point of view of using the chair

D.

Decide for the user what is important for the chair

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Question # 12

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

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Question # 13

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.

Asking for feedback from the internal technical teams to ensure they are able to deliver against the support requirements

D.

Contacting the organization's ITSM software tool provider to learn about software updates which might improve the support of the services

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Question # 14

Which is a purpose of the customer journey?

A.

To understand the interactions between the user and the service provider

B.

To maximize the co-creation of value from both an outcome and experience perspective

C.

To understand the service consumer resources required to deliver the service

D.

To maximize the number of contacts with the customer in order to enhance the service

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Question # 15

Which BEST describes the primary role of a governing body?

A.

To establish and regularly review the goals cascade throughout the organization

B.

To develop and regularly review IT measures and metrics

C.

To annually review and approval of IT projects to maximize business value

D.

To establish and regularly review the effectiveness of risk management and internal controls

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Question # 16

Which is an example of a digital organization?

A.

An organization which uses IT to support its operational processes

B.

An organization which has undergone an IT transformation

C.

An organization which uses IT to change its strategic direction

D.

An organization which uses IT to improve its 'service desk' practice

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Question # 17

A customer is retiring a service and has terminated the contract for the service with the service provider. The service provider will continue to deliver other services to the customer. Which should the service provider include in the plans to off board the service?

A.

Ensuring that user access rights are revoked for all services

B.

Providing information to users about how to contact the service desk

C.

Creating training schedules for users on how to use the service

D.

Identifying and making request for outstanding payments for the service

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Question # 18

An organization is implementing new technology that will significantly improve how they interact with their customers.

Which term BEST describes this situation?

A.

Digital organization

B.

High velocity IT

C.

Digital transformation

D.

IT transformation

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