All Obstacles During ITIL-4-Transition Exam Preparation with ITIL-4-Transition Real Test Questions [Q28-Q45]

NEW QUESTION 28
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

NEW QUESTION 29
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

NEW QUESTION 30
In service relationships what is a benefit of identifying consumer roles?

It enables effective stakeholder management

It provides shared service expectations

It removes constraints from the customer

It enables a common definition of value

NEW QUESTION 31
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

NEW QUESTION 32
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

NEW QUESTION 33
Which can act as an operating model for an organization?

The four dimensions of service management

The service value chain

The ITIL guiding principles

Continual improvement

NEW QUESTION 34
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

NEW QUESTION 35
Which can act as an operating model for an organization?

The four dimensions of service management

The service value chain

The ITIL guiding principles

Continual improvement

NEW QUESTION 36
An organization wants to become more efficient by reducing the amount of unnecessary work they do. Which approach would be MOST helpful?

Site reliability engineering

Lean OK

Safety culture

DevOps

NEW QUESTION 37
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

NEW QUESTION 38
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?

Clarifying definition of done’

Introducing a push system

Increasing batch sizes

Limiting work-in-progress

NEW QUESTION 39
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

NEW QUESTION 40
Which high velocity IT objective considers an organization’s ability to continue providing business services when disruptive events affect its digital products?

Valuable investments

Resilient operations

Fast development

Assured conformance

NEW QUESTION 41
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

NEW QUESTION 42
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

Explanation
The correct answer is A because creating a clear picture of what is changing and why it is valuable is the first step in organizational change management. Organizational change management is the practice of ensuring that changes are effectively and smoothly implemented, and that the lasting benefits of change are achieved.
Creating a clear picture of the change involves defining the vision, scope, objectives, and benefits of the change, and communicating them to the stakeholders. This helps to create a sense of urgency, alignment, and commitment for the change, and to overcome resistance and ambiguity.
The other options are not correct because they are not the first activity in organizational change management.
Developing a value stream map of the desired future changes (option B) is a useful technique to identify and optimize the flow of value, but it is not the first activity. It requires a clear understanding of the change and its value proposition, which is established in option A. Creating corrective action plans for staff who are resistant to the change (option C) is a reactive and punitive approach to change management, which can create more resentment and distrust. It is not the first activity, nor the best practice, in organizational change management.
Communicating areas of waste that can be eliminated (option D) is a part of the lean approach to service management, which aims to optimize value by reducing waste and inefficiencies. However, it is not the first activity in organizational change management, as it does not address the vision, scope, objectives, and benefits of the change, which are essential for creating a clear picture of the change.
References:
ITIL 4 Managing Professional Transition Module Sample Paper – English, Question 3, Page 5 ITIL 4 Managing Professional: Transition Module | Axelos, Section “What is the ITIL 4 Managing Professional Transition Module?”, Paragraph 3 ITIL 4 Managing Professional Transition Course Online – Simplilearn, Section “Course Overview”, Paragraph 2
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 7, Section 7.2.1, Page 146
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 7, Section 7.2.2, Page 147
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 7, Section 7.2.3, Page 148
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 7, Section 7.2.4, Page 149
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 7, Section 7.2.5, Page 150
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 7, Section 7.2.6, Page 151
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 7, Section 7.2.7, Page 152
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 7, Section 7.2.8, Page 153

NEW QUESTION 43
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

NEW QUESTION 44
What do Lean and Agile consider a barrier to high performance?

Large batch sizes of work

Pulling versus pushing work

Making work visible

Limiting work-in-progress

NEW QUESTION 45
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

Explanation
According to ITIL 4, one of the guiding principles is to progress iteratively with feedback. This means that IT service providers should break down complex tasks or changes into manageable chunks, seek feedback after each iteration, and use the feedback to improve and adapt their actions. Feedback is essential for co-creating value with customers and stakeholders, as well as for learning and improving the quality of IT services.
Therefore, IT managers should establish effective feedback channels that enable two-way communication with staff and other parties involved in the IT service delivery. The best approach for establishing effective feedback channels is to research how individual teams communicate internally and use the most popular collaboration tools to collect feedback. This way, IT managers can leverage the existing communication preferences and habits of the staff, and avoid imposing a new tool or method that may not be suitable or convenient for them. By using the most popular collaboration tools, IT managers can also ensure that the feedback is timely, relevant, and accessible for all parties. This approach aligns with the ITIL 4 principle of collaborating and promoting visibility, which encourages IT service providers to work together across boundaries, share information, and make use of diverse perspectives and feedback. Therefore, the answer is A.
Research how individual teams communicate internally and use the most popular collaboration tools to collect feedback. The other options are not the best approach for establishing effective feedback channels, because they either do not facilitate two-way communication, or do not consider the needs and preferences of the staff.
For example, option B. Establish office hours where staff are encouraged to drop by without appointments and discuss any concerns they have, may not be convenient or practical for staff who work remotely or have different schedules. Option C. Initiate a project to select and implement a collaboration tool to facilitate two-way communication with staff, may take too long and may not match the expectations or requirements of the staff. Option D. Publish a printed weekly newsletter that clearly and consistently communicates change, may not be effective or efficient for collecting feedback, as it is a one-way communication channel that does not allow for immediate or interactive responses. References:
The 7 Guiding Principles of ITIL 4: Progress iteratively with feedback1 Guiding Principles of ITIL 4: Progress Iteratively with Feedback2 The customer journey and ITIL 43