2023 Current ITIL-4-Transition dumps Preparation through Our Practice Test [Q15-Q37]

4/5 - (1 vote)

2023 Current ITIL-4-Transition dumps Preparation through Our Practice Test

100% Reliable Microsoft ITIL-4-Transition Exam Dumps Test Pdf Exam Material

Q15. 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

Q16. 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

Q17. Which statement is CORRECT when considering a transformation to high velocity IT?

All organizations benefit from high velocity

High performance is usually part of the change

High-velocity IT should be applied throughout the organization

Customer-facing systems should be excluded from the change

Q18. 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

Q19. What do design thinking and service-dominant logic have in common?

Both require clearly defined requirements and acceptance criteria

Both involve collaborating with customers to ensure their needs are met

Both focus on product functionality and on building new features

Both focus solely on the needs and problems of the consumers

Q20. Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

Progress iteratively with feedback

Keep it simple and practical

Start where you are

Focus on value

Q21. 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

Q22. An organization is reviewing the support of its IT services.
Which is an example of an ‘outside in’ approach?

Understanding how infrastructure and application suppliers are involved in the end-to-end value chain for the support of services

Conducting customer and user satisfaction surveys to gather feedback on how customers and users perceive the support of IT services

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

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

Q23. 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

Q24. 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

Q25. How should the seven guiding principles be combined when an organization is making a decision?

By using all the guiding principles equally when making any decision

By using the one or two guiding principles that are most relevant to the specific decision

By using the focus on value’ principle and one or two others that are relevant to the specific decision

By reviewing each guiding principle to decide how relevant it is to the specific decision

Q26. 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?

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

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

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

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

Q27. A service provider is in a partnership relationship with a service consumer. The services provided are complex with new functionality and improvements constantly being developed using agile methods.
Which is the BEST approach for validating service value?

Perform ad-hoc service reviews and produce reports of service outputs

Work together to identify methods of checking service value and check that value propositions are still valid

Produce service level reports and an analysis of the cost and risks of service delivery

Regularly perform user satisfaction surveys and an analysis of the costs and risks removed from the service consumer

Q28. 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

Q29. An organization supports the users of its services using a tiered structure. There are many specialists in the second- and third-line resolution teams who have worked for the organization for a long time. The organization is in the process of deploying many changes to services. This is likely to result in a large number of complex incidents. In addition, there are long backlogs of work for the second and third-line resolution teams to complete.
Which is the BEST approach or technique to resolve this situation?

Service integration and management

Machine learning

Swarming

An information model

Q30. 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