PeopleCert ITIL-4-Transition Exam Practice Test Instant Access

Question 1

A designer has been asked by an organization to design a new office chair. The designer has proposed a plant that they have been asked to validate. In 'design thinking', what should the designer do to BEST validate the plan

AAsk the user to communicate their needs for the chair

BAsk the user to provide feedback on a prototype of the chair

CAdopt the user's point of view of using the chair

DDecide for the user what is important for the chair

Answer : B

Question 2

Which describes the customer journey?

AThe actions that the user undertakes to be able to use the service

BThe end-to-end experience customers have with service providers

CThe actions that the service provider takes to attract new customers

DThe experience the service user gets from the service provider

Answer : B

Question 3

A service support agents adjusts support actions following a call form a frustrated user. Which concept describes this behavior?

ATeam Culture

BCustomer orientation

CPositive communication

DEmployee satisfaction management

Answer : B

Question 4

An organization's customers have historically been satisfied with the functionality and performance of its service. Recently, hovewer, the organization is getting complaints about both the performance of the services and areas such as sales and customer support. How BEST can the organization collect the information needed to address these complaints?

ACollect customer experience and service level metrics

BUse feedback from service reviews to assess value realization

CGather customer service performance metrics and map to SLAs

DConduct satisfaction surveys after service interactions

Answer : A

Question 5

An organization is reviewing the support of its IT services.

Which is an example of an 'outside in' approach?

AUnderstanding how infrastructure and application suppliers are involved in the end-to-end value chain for the support of services

BConducting customer and user satisfaction surveys to gather feedback on how customers and users perceive the support of IT services

CAsking for feedback from the internal technical teams to ensure they are able to deliver against the support requirements

DContacting the organization's ITSM software tool provider to learn about software updates which might improve the support of the services

Answer : B

Question 6

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 7

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

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