ITIL-TRANSITION Online Practice Questions and Answers

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

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

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

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

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

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

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

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

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

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

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

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

A. Both require clearly defined requirements and acceptance criteria

B. Both involve collaborating with customers to ensure their needs are met

C. Both focus on product functionality and on building new features

D. Both focus solely on the needs and problems of the consumers

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?

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

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

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

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

Which are elements of the service value system?

A. Service provision, service consumption, service relationship management

B. Governance, service value chain, practices

C. Outcomes, utility, warranty

D. Customer value, stakeholder value, organization

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. Involving users, customers and other stakeholders when communicating desired outcomes in the form of user stones

C. Designing systems with the continual involvement of customers to ensure that any changes in requirements are understood as early as possible

D. Involving customers and users in testing activities to understand whether the service meets the customers' and users' expectations