ITIL ITIL Certifications ITIL-TRANSITION Questions & Answers

• Question 31:

  Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

  A. Progress iteratively with feedback

  B. Keep it simple and practical

  C. Start where you are

  D. Focus on value

  Correct Answer: C

• Question 32:

  An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently.

  What is the FIRST step the organization should take to start to improve the situation?

  A. Use value stream mapping to help understand the end-to-end flow of user support

  B. Encourage teams to collaborate so they can focus on value for users

  C. Improve the integration of tools to ensure there are no gaps between processes

  D. Review skills and competencies of user support staff to ensure they have the required capability

  Correct Answer: A

• Question 33:

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

  A. Cost

  B. Cost plus

  C. Market price

  D. Differential charging

  Correct Answer: D

• Question 34:

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

  A. Design and transition

  B. Engage

  C. Obtain/build

  D. Plan

  Correct Answer: A

• Question 35:

  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

  Correct Answer: B

• Question 36:

  An organization's lead times and the flow of tasks across value streams are being impacted because tasks often sit waiting in queues.

  Which technique can be used to overcome this challenge?

  A. Clarifying definition of done'

  B. Introducing a push system

  C. Increasing batch sizes

  D. Limiting work-in-progress

  Correct Answer: D

• Question 37:

  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?

  A. Safety culture

  B. Design thinking

  C. Valuable investments

  D. Agile

  Correct Answer: A

• Question 38:

  What BEST describes the relationship between planning and risk?

  A. Planning is a high level function, risk management is a tactical activity

  B. Planning should always consider risks and how to mitigate them

  C. Planning focuses on what needs to be accomplished, risk management is part of how work is to be performed

  D. Risk management is the exclusive domain of dedicated risk managers

  Correct Answer: B

• Question 39:

  Which high velocity IT objective considers an organization's ability to continue providing business services when disruptive events affect its digital products?

  A. Valuable investments

  B. Resilient operations

  C. Fast development

  D. Assured conformance

  Correct Answer: B

• Question 40:

  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

  Correct Answer: B