PeopleCert ITIL-4-Transition Exam Practice Test Instant Access

Question 1

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

Question 2

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 3

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 4

How should the seven guiding principles be combined when an organization is making a decision?

ABy using all the guiding principles equally when making any decision

BBy using the one or two guiding principles that are most relevant to the specific decision

CBy using the focus on value' principle and one or two others that are relevant to the specific decision

DBy reviewing each guiding principle to decide how relevant it is to the specific decision

Answer : D

Question 5

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 6

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 7

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

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