PeopleCert ITIL-4-Transition Exam Practice Test Instant Access

Question 1

From the perspective of a service provider how does the digital product lifecycle start?

AWith the onboard mg of customers

BWith the exploration of market opportunities

CWith the co creation of value

DWith the offboarding of customers

Answer : B

Question 2

A web hosting provider has decided to apply more of a 'shift left' approach to service support. The provider knows that users like video tutorials as well as communicating via instant messaging and social networks.

What should the service provider use to expand how users access support and improve the user experience?

AOmnichannel management

BService level management

CService interaction method

DBenefits dependency network

Answer : A

Question 3

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 4

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 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

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 7

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

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