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ITIL-4-Transition Latest Exam Questions - ITIL-4-Transition Detailed Study Dumps
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ITIL 4 Managing Professional Transition Sample Questions (Q31-Q36):
NEW QUESTION # 31
An organization's customers have historically been satisfied with the functionality and performance of its service. Recently, hovewer, the organization is getting complaints about both the performance of the services and areas such as sales and customer support. How BEST can the organization collect the information needed to address these complaints?
- A. Conduct satisfaction surveys after service interactions
- B. Collect customer experience and service level metrics
- C. Gather customer service performance metrics and map to SLAs
- D. Use feedback from service reviews to assess value realization
Answer: B
NEW QUESTION # 32
Which can act as an operating model for an organization?
- A. The four dimensions of service management
- B. The service value chain
- C. The ITIL guiding principles
- D. Continual improvement
Answer: B
Explanation:
The correct answer is B. The service value chain because it is the core component of the ITIL 4 service management framework that describes how an organization orchestrates its IT capabilities to achieve its strategic objectives. The service value chain is an operating model that covers all the key activities to flexibly manage products and services1. It consists of six interconnected value chain activities: plan, improve, engage, design and transition, obtain/build, and deliver and support2.
Option A is not correct because the four dimensions of service management are not an operating model, but rather a holistic perspective that should be considered for the effective and efficient facilitation of value co- creation2. The four dimensions are: organizations and people, information and technology, partners and suppliers, and value streams and processes2.
Option C is not correct because the ITIL guiding principles are not an operating model, but rather a set of recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure2. The ITIL guiding principles are: focus on value, start where you are, progress iteratively with feedback, collaborate and promote visibility, think and work holistically, keep it simple and practical, and optimize and automate2.
Option D is not correct because continual improvement is not an operating model, but rather a recurring organizational activity performed at all levels to ensure that an organization's performance continually meets stakeholders' expectations2. Continual improvement is based on the continual improvement model, which consists of four steps: what is the vision, where are we now, where do we want to be, and how do we get there2.
References: : ITIL 4 Models - A New Operating Model in ITIL 4 - KnowledgeHut : ITIL 4 Managing Professional Transition Course Online - Simplilearn
NEW QUESTION # 33
Which is a method for value-driven, data-driven and user-centered service design?
- A. The MoSCoW method
- B. Balanced scorecard
- C. Design thinking
- D. Stakeholder analysis
Answer: C
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 organization
- B. IT transformation
- C. High velocity IT
- D. Digital transformation
Answer: D
Explanation:
Digital transformation is the process of using digital technologies to create new or modify existing business processes, culture, and customer experiences to meet changing business and market requirements1. It is not just about implementing new technology, but also about changing the way an organization operates and delivers value to its customers. High velocity IT is one of the four dimensions of service management in ITIL
4, which refers to the rapid delivery and operation of IT-enabled products and services that can continuously evolve2. Digital organization and IT transformation are not specific terms defined in ITIL 4, but they could be related to digital transformation in some contexts. References:
* ITIL 4 and Digital Transformation
* [ITIL 4 Foundation: High Velocity IT]
NEW QUESTION # 35
Which practice needs the right culture to be embedded across the entire organization?
- A. Service level management
- B. Service request management
- C. Continual improvement
- D. Change enablement
Answer: C
Explanation:
Comprehensive Explanation:
The Continual Improvement practice explicitly requires:
* A culture of improvement
* Participation from everyone in the organization
* Ongoing identification of opportunities
* Organizational mindset aligned with continuous enhancement
ITIL 4 emphasizes that continual improvement is not limited to a single team-it must become an organizational culture.
Thus, Option C is correct.
NEW QUESTION # 36
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