ITIL ITIL Certifications ITIL-TRANSITION Questions & Answers

• Question 21:

  In service relationships what is a benefit of identifying consumer roles?

  A. It enables effective stakeholder management

  B. It provides shared service expectations

  C. It removes constraints from the customer

  D. It enables a common definition of value

  Correct Answer: A

• Question 22:

  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

  Correct Answer: C

• Question 23:

  Which describes the value driven approach to service design?

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

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

  C. A process improvement philosophy that prioritizes flow efficiency over resource efficiency

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

  Correct Answer: A

• Question 24:

  Which is included in onboarding?

  1.

  Negotiating service targets with customers

  2.

  Building awareness of the new consumer

  3.

  Ensuring resources are prepared for service provision

  4.

  Designing the service components and infrastructure

  A. 1 and 2

  B. 2 and 3

  C. 3 and 4

  D. 1 and 4

  Correct Answer: B

• Question 25:

  A software development team makes many hundreds of small changes every week. Who can BEST make the decision of whether to accept each change?

  A. The IT change manager

  B. The software development manager

  C. The sponsor in the service consumer organization

  D. The other members of the software development team

  Correct Answer: D

• Question 26:

  From the perspective of a service provider how does the digital product lifecycle start?

  A. With the onboard mg of customers

  B. With the exploration of market opportunities

  C. With the co creation of value

  D. With the offboarding of customers

  Correct Answer: B

• Question 27:

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

  A. Organizational structure

  B. Employee satisfaction measurement

  C. Working to a customer oriented mindset

  D. The value of positive communications

  Correct Answer: A

• Question 28:

  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?

  A. Communication is a two-way process

  B. We are all communicating all the time

  C. Timing and frequency matter

  D. There is no single method of communicating

  Correct Answer: D

• Question 29:

  Which can act as an operating model for an organization?

  A. The four dimensions of service management

  B. The service value chain

  C. The ITIL guiding principles

  D. Continual improvement

  Correct Answer: B

• Question 30:

  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?

  A. Omnichannel management

  B. Service level management

  C. Service interaction method

  D. Benefits dependency network

  Correct Answer: A