ITIL-TRANSITION Online Practice Questions and Answers

Which statement about user communities is CORRECT?

A. User communities are created by service providers to investigate the cause of problems

B. Communities set up by users may be recognized and supported by service providers

C. Informal user communities should be disbanded and merged into official groups

D. Every user community should have at least one super-user

A large service provider with many staff has built a relationship with a customer and agreed a 10-year contract. Both organizations have shared information freely and responded to requests.

Which is MOST LIKELY to be a threat to maintaining the relationship?

A. Scheduling interactions between customer and service provider

B. Changes in service provider and customer staff

C. Failing to explain service provider actions that impact the customer

D. Failing to deal with communication in a timely fashion

When an organization has initiated an IT transformation project, which 'organizational change management' activity should it carry out FIRST?

A. Create a clear picture of what is changing and why it is valuable

B. Develop a value stream map of the desired future changes

C. Create corrective action plans for staff who are resistant to the change

D. Communicate areas of waste that can be eliminated

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

A. By using all the guiding principles equally when making any decision

B. By using the one or two guiding principles that are most relevant to the specific decision

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

D. By reviewing each guiding principle to decide how relevant it is to the specific decision

A legacy financial system requires the user to manually enter the time and date of the transaction to meet regulatory requirements. A recent internal audit has shown that these fields are often blank. Which are effective controls that could improve compliance?

1.

Modify the application to automatically add the current time and date when transaction is entered

2.

Establish a communication plan to remind users of the importance of time and date on transactions

3.

Develop a goals cascade so all staff know their role in achieving company goals

4.

Create a report showing non-compliant records and take action to correct

A. 1 and 2

B. 2 and 3

C. 3 and 4

D. 1 and 4

Which is an example of results-based measurement and reporting?

A. Measuring and reporting the number of hours worked by service desk employees

B. Measuring and reporting the number of supplier-related interruptions to a service

C. Measuring and reporting the customer satisfaction with closed incidents

D. Measuring and reporting the cost of providing a service to customers and users

An organization is reviewing the support of its IT services.

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

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

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

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

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

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

What is this an example of?

A. CI/CD

B. Integration and data sharing

C. Customer-orientation

D. Employee satisfaction management

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

An organization is attempting to improve the design, development and transition of new services. It recognizes that some ways of working are not focused on creating value.

Which is an example of a working practice that the organization should STOP?

A. Defining the features and functionality of services by relying on the developers' previous experience of designing similar systems for customers

B. Involving users, customers and other stakeholders when communicating desired outcomes in the form of user stones

C. Designing systems with the continual involvement of customers to ensure that any changes in requirements are understood as early as possible

D. Involving customers and users in testing activities to understand whether the service meets the customers' and users' expectations