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

Which is an example of results-based measurement and reporting?

• Measuring and reporting the number of hours worked by service desk employees
• Measuring and reporting the number of supplier-related interruptions to a service
• Measuring and reporting the customer satisfaction with closed incidents
• Measuring and reporting the cost of providing a service to customers and users

An organization is planning to communicate information about a new improvement initiative by providing information on the IT portal, sending emails, and holding meetings with affected groups. Which communication principle are they applying?

• Communication is a two-way process
• We are all communicating all the time
• Timing and frequency matter
• There is no single method of communicating

When an organization has initiated an IT transformation project, which 'organizational change management' activity should it carry out FIRST?

• Create a clear picture of what is changing and why it is valuable
• Develop a value stream map of the desired future changes
• Create corrective action plans for staff who are resistant to the change
• Communicate areas of waste that can be eliminated

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

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 charging mechanism could cause the price of a service to change depending on the time of day?

• Cost
• Cost plus
• Market price
• Differential charging

Which are elements of the service value system?

• Service provision, service consumption, service relationship management
• Governance, service value chain, practices
• Outcomes, utility, warranty
• Customer value, stakeholder value, organization

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

• 1 and 2
• 2 and 3
• 3 and 4
• 1 and 4

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?

• Research how individual teams communicate internally and use the most popular collaboration tools to collect feedback
• Establish office hours where staff are encouraged to drop by without appointments and discuss any concerns they have
• Initiate a project to select and implement a collaboration tool to facilitate two-way communication with staff
• Publish a printed weekly newsletter that clearly and consistently communicates change