PeopleCert ITIL-4-Transition Exam Practice Test Instant Access

Question 1

An organization is implementing new technology that will significantly improve how they interact with their customers.

Which term BEST describes this situation?

ADigital organization

BHigh velocity IT

CDigital transformation

DIT transformation

Answer : C

Question 2

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?

AUse a mix of communication methods and ensure that any feedback received is shared openly on a public forum to promote visibility

BUse a mix of communication methods and ensure that a feedback mechanism is included that allows anonymity to be retained if desired

CSend an email to the affected staff and ensure that as much detail as possible is included to promote transparency

DUse instant messaging for both communicating and receiving feedback to ensure a quick response for all affected staff.

Answer : B

Question 3

What is the expected outcome from using a service value chain?

AValue realization

BCustomer engagement

CService value streams

DThe application of practices

Answer : A

Question 4

Which describes the value driven approach to service design?

AThe practice of analyzing a business, defining its needs, and recommending solutions that create value for stakeholders

BAn iterative approach based on frequent feedback, continual experimentation, and learning to ensure value co-creation

CA process improvement philosophy that prioritizes flow efficiency over resource efficiency

DDesigning just enough features to satisfy early customers, and providing feedback for future development

Answer : A

Question 5

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?

ACommunication is a two-way process

BWe are all communicating all the time

CTiming and frequency matter

DThere is no single method of communicating

Answer : D

Question 6

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?

ARunning safe to fail experiments that provide learning opportunities

BComparing the cost of delay' between work items to ensure that financially valuable work is prioritized

CImplementing CI/CD toots to deploy software quickly

DAdopting Kanban boards to visualise the flow of work across software development teams

Answer : A

Question 7

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

ABoth require clearly defined requirements and acceptance criteria

BBoth involve collaborating with customers to ensure their needs are met

CBoth focus on product functionality and on building new features

DBoth focus solely on the needs and problems of the consumers

Answer : B

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