Free ITIL 4 Managing Professional Transition Exam ITIL-4-Transition Exam Practice Test

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

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

Which BEST describes the primary role of a governing body?

• To establish and regularly review the goals cascade throughout the organization
• To develop and regularly review IT measures and metrics
• To annually review and approval of IT projects to maximize business value
• To establish and regularly review the effectiveness of risk management and internal controls

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?

• Safety culture
• Design thinking
• Valuable investments
• Agile

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

Which statement about user communities is CORRECT?

• User communities are created by service providers to investigate the cause of problems
• Communities set up by users may be recognized and supported by service providers
• Informal user communities should be disbanded and merged into official groups
• Every user community should have at least one super-user

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

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?

• Running safe to fail experiments that provide learning opportunities
• Comparing the cost of delay' between work items to ensure that financially valuable work is prioritized
• Implementing CI/CD toots to deploy software quickly
• Adopting Kanban boards to visualise the flow of work across software development teams

Which is a purpose of the customer journey?

• To understand the interactions between the user and the service provider
• To maximize the co-creation of value from both an outcome and experience perspective
• To understand the service consumer resources required to deliver the service
• To maximize the number of contacts with the customer in order to enhance the service

Which value chain activity ensures that products deliver stakeholder expectations for quality?

• Design and transition
• Engage
• Obtain/build
• Plan