PeopleCert ITIL-4-Transition Exam Practice Test Instant Access

Question 1

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?

AEnsure that any identified exceptions are excluded from the policy to improve clarity

BEnsure that all teams involved in incident resolution collaborate in the development of the policy

CImplement the policy to the service desk staff initially before informing other affected support teams

DEngage with stakeholders to ensure that as much detail as possible is included in the policy

Answer : B

Question 2

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 3

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?

AClarifying definition of done'

BIntroducing a push system

CIncreasing batch sizes

DLimiting work-in-progress

Answer : D

Question 4

Which can act as an operating model for an organization?

AThe four dimensions of service management

BThe service value chain

CThe ITIL guiding principles

DContinual improvement

Answer : B

Question 5

An organization wants to become more efficient by reducing the amount of unnecessary work they do. Which approach would be MOST helpful?

ASite reliability engineering

BLean OK

CSafety culture

DDevOps

Answer : B

Question 6

Which statement about user communities is CORRECT?

AUser communities are created by service providers to investigate the cause of problems

BCommunities set up by users may be recognized and supported by service providers

CInformal user communities should be disbanded and merged into official groups

DEvery user community should have at least one super-user

Answer : B

Question 7

Which is an example of a digital organization?

AAn organization which uses IT to support its operational processes

BAn organization which has undergone an IT transformation

CAn organization which uses IT to change its strategic direction

DAn organization which uses IT to improve its 'service desk' practice

Answer : C

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