PeopleCert ITIL-4-Transition Exam Practice Test Instant Access

Question 1

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 2

An organization is designing a survey to assess the needs and expectations of its staff.

What is this an example of?

ACI/CD

BIntegration and data sharing

CCustomer-orientation

DEmployee satisfaction management

Answer : D

Question 3

Which are elements of the service value system?

AService provision, service consumption, service relationship management

BGovernance, service value chain, practices

COutcomes, utility, warranty

DCustomer value, stakeholder value, organization

Answer : B

Question 4

Which guiding principle would help the MOST in breaking down silos and elimating conflicting goals?

AStart where you are

BProgress iteratively with feedback

COptimize and automate

DCollaborate and promote visibility

Answer : D

Question 5

An IT department is able to rapidly develop services that meet functional requirements. However overall satisfaction with these services is low.

Which is the BEST way to start working on developing new services while addressing issues faced by the IT department?

ADevelop a clear set of system requirements and track each of them from start to finish to ensure that the delivered service meets the stated requirements

BDevelop a clear understanding of the customers' intended goals and expectations, and track each of them from start to finish to ensure that the service supports the required outcomes

CInvolve senior management as early as possible to define requirements and help with 'organizational change management' to ensure successful implementation of the service

DAssess and improve capabilities of IT teams prioritizing areas that are required to deliver the service in a way that meets customer expectations

Answer : B

Question 6

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 7

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

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