PeopleCert ITIL-4-Transition Exam Questions Instant Access

Question 1

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 2

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 3

Which statement is CORRECT when considering a transformation to high velocity IT?

AAll organizations benefit from high velocity

BHigh performance is usually part of the change

CHigh-velocity IT should be applied throughout the organization

DCustomer-facing systems should be excluded from the change

Answer : B

Question 4

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 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

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 legacy financial system requires the user to manually enter the time and date of the transaction to meet regulatory requirements. A recent internal audit has shown that these fields are often blank.

Which are effective controls that could improve compliance?

1. Modify the application to automatically add the current time and date when transaction is entered

2. Establish a communication plan to remind users of the importance of time and date on transactions

3. Develop a goals cascade so all staff know their role in achieving company goals

4. Create a report showing non-compliant records and take action to correct

A1 and 2

B2 and 3

C3 and 4

D1 and 4

Answer : C

PeopleCert ITIL 4 Managing Professional Transition ITIL-4-Transition Exam Questions