(2024) PASS ITIL-4-Transition exam with ITIL ITIL-4-Transition Real Exam Questions
Real exam questions are provided for ITIL 4 Managing Professional tests, which can make sure you 100% pass
ITIL-4 Transition Exam covers a wide range of topics, including ITIL 4 service management practices, ITIL 4 service value system, service value chain, and ITIL 4 guiding principles. ITIL-4-Transition exam also focuses on the practical application of ITIL 4 practices in real-world situations. ITIL-4-Transition exam is designed to test the candidate's knowledge and skills in ITIL 4 service management practices, as well as their ability to apply these practices to solve real-world problems.
ITIL-4-Transition certification exam covers four key modules – Create, Deliver and Support, Drive Stakeholder Value, High Velocity IT, and Direct Plan and Improve. These modules are designed to provide professionals with a comprehensive understanding of the ITIL 4 framework and how it can be applied in real-world scenarios. ITIL-4-Transition exam consists of 40 multiple-choice questions that must be completed within 90 minutes with a passing score of 70%.
NEW QUESTION # 33
Which statement is CORRECT when considering a transformation to high velocity IT?
- A. High performance is usually part of the change
- B. Customer-facing systems should be excluded from the change
- C. High-velocity IT should be applied throughout the organization
- D. All organizations benefit from high velocity
Answer: A
NEW QUESTION # 34
An organization is implementing new technology that will significantly improve how they interact with their customers.
Which term BEST describes this situation?
- A. Digital transformation
- B. Digital organization
- C. IT transformation
- D. High velocity IT
Answer: A
NEW QUESTION # 35
An organization wants to introduce a new service. There are many teams that will contribute to the design, development and transition of the service. Which approach should the organization follow when creating a value stream for this new service?
- A. Create separate value streams for every project phase, to ensure that each milestone is achieved in a Agile manner
- B. Create separate value streams for practices, people, tools and suppliers, to ensure that 'four dimensions' are considered equally
- C. Create one value stream for each team, to allow the teams to focus on their different objectives
- D. Create one value stream for the entire project, to enable and end-to-end, holistic vision of the service
Answer: D
Explanation:
Explanation
The organization should follow the approach of creating one value stream for the entire project, to enable an end-to-end, holistic vision of the service. A value stream is a series of steps that an organization undertakes to create and deliver products and services to consumers. A value stream should cover the whole service value chain, from the demand to the value delivery. Creating one value stream for the entire project helps to ensure that the service is aligned with the customer needs, expectations, and outcomes, and that the value is co-created by the provider and the consumer. Creating one value stream also helps to identify the value, waste, and opportunities for improvement in each step, and to optimize the service delivery process. The other options are not correct, as they would result in fragmented, incomplete, or inconsistent value streams. Creating separate value streams for practices, people, tools and suppliers would not consider the 'four dimensions' equally, but rather isolate them from each other. Creating separate value streams for every project phase would not ensure that each milestone is achieved in an Agile manner, but rather create gaps and delays between the phases. Creating one value stream for each team would not allow the teams to focus on their different objectives, but rather create silos and conflicts among the teams. References:
ITIL 4 & swarming - finding the right people & process | Axelos1
Swarming vs Tiered Support Models Explained - BMC Software2
What ITSM Practitioners Need to Know About Value Stream Mapping3
ITIL 4 Value Streams: do the right things for customer | Axelos4
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?
- A. Lean OK
- B. Safety culture
- C. Site reliability engineering
- D. DevOps
Answer: A
NEW QUESTION # 37
What do Lean and Agile consider a barrier to high performance?
- A. Making work visible
- B. Limiting work-in-progress
- C. Pulling versus pushing work
- D. Large batch sizes of work
Answer: D
NEW QUESTION # 38
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?
- A. Changes in service provider and customer staff
- B. Failing to deal with communication in a timely fashion
- C. Scheduling interactions between customer and service provider
- D. Failing to explain service provider action that impact the customer
Answer: D
NEW QUESTION # 39
The CIO of a large multi-national organization has noticed that the whole IT department are performing poorly. The CIO is committed to changing the behaviour patterns of their staff to improve performance across the whole IT department.
Which of the following will BEST help to improve staff behaviour?
- A. Adopting Kanban boards to visualise the flow of work across software development teams
- B. Implementing CI/CD toots to deploy software quickly
- C. Running safe to fail experiments that provide learning opportunities
- D. Comparing the cost of delay' between work items to ensure that financially valuable work is prioritized
Answer: C
Explanation:
Explanation
Running safe to fail experiments that provide learning opportunities is the best option to improve staff behaviour, as it aligns with the ITIL 4 guiding principle of progress iteratively with feedback1. This principle encourages the use of experimentation and learning from failures to improve the service and the organization. By running safe to fail experiments, the staff can test new ideas, learn from the outcomes, and adapt their behaviour accordingly. This can foster a culture of innovation, collaboration, and continuous improvement in the IT department. The other options are not directly related to improving staff behaviour, but rather to improving the efficiency and effectiveness of the service delivery. Comparing the cost of delay between work items to ensure that financially valuable work is prioritized is a technique for value stream optimization, which is part of the ITIL 4 practice of service value stream management2. Implementing CI/CD tools to deploy software quickly is a method for achieving high-velocity IT, which is one of the ITIL 4 specialist modules3. Adopting Kanban boards to visualize the flow of work across software development teams is a tool for implementing agile and lean approaches, which are also part of the ITIL 4 framework3. While these options may have some positive impact on staff behaviour, they are not the primary focus or the best way to achieve it. References: 3, 2, 1
NEW QUESTION # 40
Which statement about user communities is CORRECT?
- A. Communities set up by users may be recognized and supported by service providers
- B. Informal user communities should be disbanded and merged into official groups
- C. Every user community should have at least one super-user
- D. User communities are created by service providers to investigate the cause of problems
Answer: A
NEW QUESTION # 41
Which charging mechanism could cause the price of a service to change depending on the time of day?
- A. Market price
- B. Cost
- C. Differential charging
- D. Cost plus
Answer: C
NEW QUESTION # 42
A service provider is planning a major change to its services and the way it delivers them. The project will include many changes to the working practices of staff. The service provider expects resistance to these changes and would like to manage communication in a sensitive way. Which is the MOST appropriate approach?
- A. Send an email to the affected staff and ensure that as much detail as possible is included to promote transparency
- B. Use instant messaging for both communicating and receiving feedback to ensure a quick response for all affected staff.
- C. Use a mix of communication methods and ensure that a feedback mechanism is included that allows anonymity to be retained if desired
- D. Use a mix of communication methods and ensure that any feedback received is shared openly on a public forum to promote visibility
Answer: C
NEW QUESTION # 43
What do Lean and Agile consider a barrier to high performance?
- A. Making work visible
- B. Limiting work-in-progress
- C. Pulling versus pushing work
- D. Large batch sizes of work
Answer: D
Explanation:
Explanation
Large batch sizes of work are considered a barrier to high performance in Lean and Agile because they increase the amount of work in progress (WIP), which leads to longer cycle times, higher variability, lower quality, and reduced feedback and learning. Large batches also increase the risk of waste, rework, and delays, as well as the complexity and uncertainty of the work. Lean and Agile advocate for reducing batch sizes and limiting WIP, which enables faster flow, shorter feedback loops, higher quality, and more value delivery.
Some of the practices that help reduce batch sizes and limit WIP are:
Pulling versus pushing work, which means that work is initiated only when there is a demand and capacity for it, rather than being assigned or scheduled in advance.
Making work visible, which means that the status and progress of work are transparent and accessible to all stakeholders, using tools such as Kanban boards, burn-down charts, and dashboards.
Limiting work-in-progress, which means that the number of work items in each stage of the workflow is restricted, based on the available resources and throughput, to prevent bottlenecks and overloading.
References:
NEW QUESTION # 44
An organization is attempting to improve the design, development and transition of new services. It recognizes that some ways of working are not focused on creating value.
Which is an example of a working practice that the organization should STOP?
- A. Defining the features and functionality of services by relying on the developers' previous experience of designing similar systems for customers
- B. Designing systems with the continual involvement of customers to ensure that any changes in requirements are understood as early as possible
- C. Involving customers and users in testing activities to understand whether the service meets the customers' and users' expectations
- D. Involving users, customers and other stakeholders when communicating desired outcomes in the form of user stones
Answer: A
NEW QUESTION # 45
A designer has been asked by an organization to design a new office chair. The designer has proposed a plant that they have been asked to validate. In 'design thinking', what should the designer do to BEST validate the plan
- A. Ask the user to provide feedback on a prototype of the chair
- B. Ask the user to communicate their needs for the chair
- C. Adopt the user's point of view of using the chair
- D. Decide for the user what is important for the chair
Answer: A
NEW QUESTION # 46
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?
- A. Establish office hours where staff are encouraged to drop by without appointments and discuss any concerns they have
- B. Initiate a project to select and implement a collaboration tool to facilitate two-way communication with staff
- C. Research how individual teams communicate internally and use the most popular collaboration tools to collect feedback
- D. Publish a printed weekly newsletter that clearly and consistently communicates change
Answer: C
Explanation:
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
NEW QUESTION # 47
Which describes the customer journey?
- A. The actions that the service provider takes to attract new customers
- B. The experience the service user gets from the service provider
- C. The end-to-end experience customers have with service providers
- D. The actions that the user undertakes to be able to use the service
Answer: C
Explanation:
Explanation
The correct answer is B. The end-to-end experience customers have with service providers. This is because the customer journey is a term that describes the complete lifecycle of a customer's interaction with a service provider, from the initial awareness and engagement, to the purchase and consumption, to the retention and advocacy12. The customer journey helps to understand the customer's needs, expectations, emotions, and satisfaction at each touchpoint, and to identify the opportunities for improvement and innovation.
A: The actions that the user undertakes to be able to use the service is not the correct answer, because this is only a part of the customer journey, not the whole definition. The user is the person who uses the service, not necessarily the person who pays for it or decides to use it. The actions that the user undertakes to be able to use the service are also known as the user journey, which is a subset of the customer journey12.
C: The actions that the service provider takes to attract new customers is not the correct answer, because this is also only a part of the customer journey, not the whole definition. The service provider is the organization that provides the service, not the customer. The actions that the service provider takes to attract new customers are part of the marketing and sales activities, which are the first stages of the customer journey12.
D: The experience the service user gets from the service provider is not the correct answer, because this is also only a part of the customer journey, not the whole definition. The service user is another term for the user, who may or may not be the customer. The experience the service user gets from the service provider is part of the service delivery and support activities, which are the middle stages of the customer journey12. References:
ITIL 4 Managing Professional Transition Module Sample Paper - English, page 11, question 4, answer B ITIL 4 Managing Professional Transition Module Candidate Syllabus - English, page 12, learning outcome 1.6
NEW QUESTION # 48
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. Increasing batch sizes
- B. Introducing a push system
- C. Limiting work-in-progress
- D. Clarifying definition of done'
Answer: C
NEW QUESTION # 49
What is the expected outcome from using a service value chain?
- A. Service value streams
- B. The application of practices
- C. Customer engagement
- D. Value realization
Answer: D
Explanation:
Explanation
The expected outcome from using a service value chain is value realization. Value realization is the process of ensuring that the intended benefits of a product or service are achieved or exceeded. Value realization is not only about delivering value to customers, but also capturing value for the service provider and other stakeholders. The service value chain is an operating model that outlines the key activities required to respond to demand and facilitate value realization through the creation and management of products and services. The service value chain consists of six activities: plan, improve, engage, design and transition, obtain/build, and deliver and support. Each activity contributes to value creation by transforming various inputs into specific outputs. The service value chain can be configured in different ways to form service value streams, which are the end-to-end workflows that deliver a specific product or service to a customer or user. The service value chain also enables the application of practices, which are sets of organizational resources and capabilities that help perform work or accomplish an objective. The service value chain is flexible and adaptable to different contexts and scenarios, allowing the service provider to optimize the use of resources and deliver value in the most effective and efficient way. References:
ITIL 4 Foundation: ITIL 4 Edition, section 4.2.1
ITIL4 Service Value Chain [ITIL4 SVC Activities with Examples], section "ITIL 4 Service Value Chain Model"
NEW QUESTION # 50
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ITIL 4 Managing Professional Transition exam covers four modules: Create, Deliver, Support, and Drive Stakeholder Value. These modules focus on different aspects of IT service management, including service design, service delivery, incident management, and stakeholder management. ITIL-4-Transition exam consists of 40 multiple-choice questions and is 90 minutes long. To pass the exam, candidates need to score at least 28 out of 40 (70%). Successful candidates will earn the ITIL 4 Managing Professional certification, which demonstrates their knowledge and expertise in the latest ITIL 4 framework.
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