ITIL-TRANSITION Online Practice Questions and Answers

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?

A. Ensure that any identified exceptions are excluded from the policy to improve clarity

B. Ensure that all teams involved in incident resolution collaborate in the development of the policy

C. Implement the policy to the service desk staff initially before informing other affected support teams

D. Engage with stakeholders to ensure that as much detail as possible is included in the policy

Which high velocity IT objective considers an organization's ability to continue providing business services when disruptive events affect its digital products?

A. Valuable investments

B. Resilient operations

C. Fast development

D. Assured conformance

What BEST describes the relationship between planning and risk?

A. Planning is a high level function, risk management is a tactical activity

B. Planning should always consider risks and how to mitigate them

C. Planning focuses on what needs to be accomplished, risk management is part of how work is to be performed

D. Risk management is the exclusive domain of dedicated risk managers

Information that is needed to resolve problems is difficult to obtain because IT staff are worried that they will be blamed for mistakes.

Which concept can MOST help to resolve this?

A. Safety culture

B. Design thinking

C. Valuable investments

D. Agile

Which value chain activity ensures that products deliver stakeholder expectations for quality?

A. Design and transition

B. Engage

C. Obtain/build

D. Plan

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?

A. Use value stream mapping to help understand the end-to-end flow of user support

B. Encourage teams to collaborate so they can focus on value for users

C. Improve the integration of tools to ensure there are no gaps between processes

D. Review skills and competencies of user support staff to ensure they have the required capability

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

A. With the onboard mg of customers

B. With the exploration of market opportunities

C. With the co creation of value

D. With the offboarding of customers

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?

A. Running safe to fail experiments that provide learning opportunities

B. Comparing the cost of delay' between work items to ensure that financially valuable work is prioritized

C. Implementing CI/CD toots to deploy software quickly

D. Adopting Kanban boards to visualise the flow of work across software development teams

Which is a purpose of the customer journey?

A. To understand the interactions between the user and the service provider

B. To maximize the co-creation of value from both an outcome and experience perspective

C. To understand the service consumer resources required to deliver the service

D. To maximize the number of contacts with the customer in order to enhance the service

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

A. All organizations benefit from high velocity

B. High performance is usually part of the change

C. High-velocity IT should be applied throughout the organization

D. Customer-facing systems should be excluded from the change