PeopleCert ITIL-4-Transition Exam Practice Test Instant Access

Question 1

An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently. What is the FIRST step the organization should take to start to improve the situation?

AReview skills and competencies of user support staff to ensure they have the required capability

BImprove the integration of tools to ensure there are no gaps between processes

CUse value stream mapping to help understand the end-to-end flow of user support

DEncourage teams to collaborate so they can focus on value of users

Answer : C

Question 2

An organization is experiencing difficulties with the way it resolves incidents. The service desk staff are often unsure which teams to escalate an incident to. The incident is then passed between different teams until it reaches the correct team. Also, the service desk analyst does not always know the correct type of information and level of detail which will be required by the team that resolved the issue. The organization is considering moving away from a formally organized system of tiered support groups. Which is an alternative to this structure that would help to improve the situation?

AData analytics

BSwarming

CRobotic process automation

DContinuous integration

Answer : B

Question 3

Which guiding principle would help the MOST in breaking down silos and elimating conflicting goals?

AStart where you are

BProgress iteratively with feedback

COptimize and automate

DCollaborate and promote visibility

Answer : D

Question 4

In which TWO situations should be ITIL guiding principles be considered?

1. In every initiative

2. In all relationships with stakeholders

3. Only specific initiatives where the principle is relevant

4. Only specific stakeholder relationships where the principle is relevant

A1 and 2

B1 and 4

C3 and 4

D2 and 3

Answer : A

Question 5

Which is a method for value-driven, data-driven and user-centered service design?

AStakeholder analysis

BBalanced scorecard

CDesign thinking

DThe MoSCoW method

Answer : C

Question 6

An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently.

What is the FIRST step the organization should take to start to improve the situation?

AUse value stream mapping to help understand the end-to-end flow of user support

BEncourage teams to collaborate so they can focus on value for users

CImprove the integration of tools to ensure there are no gaps between processes

DReview skills and competencies of user support staff to ensure they have the required capability

Answer : A

Question 7

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?

AResearch how individual teams communicate internally and use the most popular collaboration tools to collect feedback

BEstablish office hours where staff are encouraged to drop by without appointments and discuss any concerns they have

CInitiate a project to select and implement a collaboration tool to facilitate two-way communication with staff

DPublish a printed weekly newsletter that clearly and consistently communicates change

Answer : C

PeopleCert ITIL-4-Transition ITIL 4 Managing Professional Transition Exam Practice Test