New ITIL-4-Transition Dumps For Preparing ITIL 4 Managing Professional Certified ITIL Exam Well
Updated ITIL-4-Transition Dumps Questions Are Available [2024] For Passing ITIL Exam
ITIL ITIL-4-Transition Exam covers a range of topics related to ITIL 4, including the four dimensions of service management, the service value system, and the ITIL guiding principles. It also covers the new ITIL 4 practices, such as the service value chain, service management practices, and technical management practices.
NEW QUESTION # 31
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?
- A. Benefits dependency network
- B. Service level management
- C. Omnichannel management
- D. Service interaction method
Answer: C
NEW QUESTION # 32
A software development team makes many hundreds of small changes every week.
Who can BEST make the decision of whether to accept each change?
- A. The software development manager
- B. The IT change manager
- C. The sponsor in the service consumer organization
- D. The other members of the software development team
Answer: D
NEW QUESTION # 33
Which statement is CORRECT when considering a transformation to high velocity IT?
- A. High performance is usually part of the change
- B. All organizations benefit from high velocity
- C. Customer-facing systems should be excluded from the change
- D. High-velocity IT should be applied throughout the organization
Answer: A
NEW QUESTION # 34
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. Assured conformance
- C. Resilient operations
- D. Fast development
Answer: C
Explanation:
Explanation
Resilient operations is the high velocity IT objective that considers an organization's ability to continue providing business services when disruptive events affect its digital products. Resilient operations ensure the availability, reliability, and performance of the digital products and services, as well as the ability to recover quickly from failures and incidents. Resilient operations also involve proactive practices such as technical debt management, chaos engineering, and site reliability engineering, which aim to improve the quality and resilience of the digital solutions. References:
ITIL 4 High-velocity IT (HVIT) - Your companion to the ITIL 4 Managing Professional HVIT certification, Chapter 7: Ensuring resilient operations ITIL 4 Specialist: High-Velocity IT Training, Course Outline, Module 2: The digital product lifecycle
NEW QUESTION # 35
When an organization has initiated an IT transformation project, which 'organizational change management' activity should it carry out FIRST?
- A. Communicate areas of waste that can be eliminated
- B. Create corrective action plans for staff who are resistant to the change
- C. Develop a value stream map of the desired future changes
- D. Create a clear picture of what is changing and why it is valuable
Answer: D
NEW QUESTION # 36
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
Answer: B
Explanation:
Explanation
According to ITIL 4, the digital product lifecycle is a model that describes how digital products are created, delivered, and operated. The digital product lifecycle starts with the exploration of market opportunities, where the service provider identifies the needs and expectations of potential customers and stakeholders, and evaluates the feasibility and viability of creating a digital product that can meet those needs and expectations.
The exploration phase involves activities such as market research, customersegmentation, value proposition design, prototyping, and testing. The exploration phase aims to validate the problem-solution fit and the product-market fit of the digital product idea, and to generate feedback and insights that can inform the subsequent phases of the digital product lifecycle. References:
Digital product lifecycle: more speed, less chaos | Axelos
ITIL 4 High-velocity IT (HVIT) - Your companion to the ITIL 4 Managing Professional HVIT certification
NEW QUESTION # 37
An organization wants to introduce a new service. There are many teams that will contribute to the design, development and transition of the service. Which approach should the organization follow when creating a value stream for this new service?
- A. Create one value stream for each team, to allow the teams to focus on their different objectives
- B. Create separate value streams for practices, people, tools and suppliers, to ensure that 'four dimensions' are considered equally
- C. Create one value stream for the entire project, to enable and end-to-end, holistic vision of the service
- D. Create separate value streams for every project phase, to ensure that each milestone is achieved in a Agile manner
Answer: C
Explanation:
Explanation
The organization should follow the approach of creating one value stream for the entire project, to enable an end-to-end, holistic vision of the service. A value stream is a series of steps that an organization undertakes to create and deliver products and services to consumers. A value stream should cover the whole service value chain, from the demand to the value delivery. Creating one value stream for the entire project helps to ensure that the service is aligned with the customer needs, expectations, and outcomes, and that the value is co-created by the provider and the consumer. Creating one value stream also helps to identify the value, waste, and opportunities for improvement in each step, and to optimize the service delivery process. The other options are not correct, as they would result in fragmented, incomplete, or inconsistent value streams. Creating separate value streams for practices, people, tools and suppliers would not consider the 'four dimensions' equally, but rather isolate them from each other. Creating separate value streams for every project phase would not ensure that each milestone is achieved in an Agile manner, but rather create gaps and delays between the phases. Creating one value stream for each team would not allow the teams to focus on their different objectives, but rather create silos and conflicts among the teams. References:
ITIL 4 & swarming - finding the right people & process | Axelos1
Swarming vs Tiered Support Models Explained - BMC Software2
What ITSM Practitioners Need to Know About Value Stream Mapping3
ITIL 4 Value Streams: do the right things for customer | Axelos4
NEW QUESTION # 38
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. Encourage teams to collaborate so they can focus on value of users
- B. Review skills and competencies of user support staff to ensure they have the required capability
- C. Use value stream mapping to help understand the end-to-end flow of user support
- D. Improve the integration of tools to ensure there are no gaps between processes
Answer: C
NEW QUESTION # 39
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
- A. Adopt the user's point of view of using the chair
- B. Ask the user to provide feedback on a prototype of the chair
- C. Decide for the user what is important for the chair
- D. Ask the user to communicate their needs for the chair
Answer: D
Explanation:
Explanation
Large batch sizes of work are considered a barrier to high performance in Lean and Agile because they increase the amount of work in progress (WIP), which leads to longer cycle times, higher variability, lower quality, and reduced feedback and learning. Large batches also increase the risk of waste, rework, and delays, as well as the complexity and uncertainty of the work. Lean and Agile advocate for reducing batch sizes and limiting WIP, which enables faster flow, shorter feedback loops, higher quality, and more value delivery.
Some of the practices that help reduce batch sizes and limit WIP are:
Pulling versus pushing work, which means that work is initiated only when there is a demand and capacity for it, rather than being assigned or scheduled in advance.
Making work visible, which means that the status and progress of work are transparent and accessible to all stakeholders, using tools such as Kanban boards, burn-down charts, and dashboards.
Limiting work-in-progress, which means that the number of work items in each stage of the workflow is restricted, based on the available resources and throughput, to prevent bottlenecks and overloading.
References:
Integrating ITIL 4 and Design Thinking | Cognixia, section "What is Design Thinking?" Service design: ITIL 4 practice guide | Axelos, section 2.1.1 ITIL 4 , DESIGN THINKING & RAPID - Devoteam, section "Design Thinking" ITIL4 meets design thinking | Axelos, section "Design thinking"
NEW QUESTION # 40
A software development team is intending to develop many new applications and services. They will need contributions from various practices to achieve this. How should these activities be combined?
- A. A value stream should be designed to include activities from all practices that are needed
- B. The software development manager should define requirements for all practices and ensure that they contribute to the over all service
- C. Practices should operate as suppliers to each other, using guidance form the 'supplier management' practice
- D. Each pratice should define the outputs it will produce and the required inputs it needs to succeed
Answer: A
NEW QUESTION # 41
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. 3 and 4
- B. 2 and 3
- C. 1 and 2
- D. 1 and 4
Answer: A
NEW QUESTION # 42
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?
- A. Benefits dependency network
- B. Service level management
- C. Omnichannel management
- D. Service interaction method
Answer: C
Explanation:
Explanation
Omnichannel management is the practice of providing a consistent and integrated user experience across multiple channels of communication, such as phone, email, web, chat, video, social media, etc. Omnichannel management enables users to access support through their preferred channel and switch between channels seamlessly. Omnichannel management also allows the service provider to collect and analyze user feedback and behavior data from different channels to improve the service quality and user satisfaction. A web hosting provider that wants to apply more of a 'shift left' approach to service support should use omnichannel management to expand how users access support and improve the user experience. By offering video tutorials, instant messaging, and social networks as additional channels of support, the service provider can empower users to solve simple problems independently, reduce the workload of the service desk, and enhance the user engagement and loyalty. References:
ITIL 4 High-velocity IT (HVIT) - Your companion to the ITIL 4 Managing Professional HVIT certification, Chapter 8: Co-creating value with users and customers ITIL 4 Specialist: High-Velocity IT Training, Course Outline, Module 3: Working with customers and stakeholders in the digital world A guide to understanding the shift left approach - LogRocket Blog
NEW QUESTION # 43
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
- A. Adopt the user's point of view of using the chair
- B. Decide for the user what is important for the chair
- C. Ask the user to communicate their needs for the chair
- D. Ask the user to provide feedback on a prototype of the chair
Answer: D
NEW QUESTION # 44
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. Comparing the cost of delay' between work items to ensure that financially valuable work is prioritized
- B. Implementing CI/CD toots to deploy software quickly
- C. Running safe to fail experiments that provide learning opportunities
- D. Adopting Kanban boards to visualise the flow of work across software development teams
Answer: C
NEW QUESTION # 45
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. Encourage teams to collaborate so they can focus on value of users
- B. Review skills and competencies of user support staff to ensure they have the required capability
- C. Use value stream mapping to help understand the end-to-end flow of user support
- D. Improve the integration of tools to ensure there are no gaps between processes
Answer: C
Explanation:
Explanation
Value stream mapping is a technique that helps to understand the end-to-end flow of user support, from the demand to the value delivery. It is a tool that features in ITIL 4 Specialist: Create, Deliver and Support. Value stream mapping can help to identify the steps, activities, roles, responsibilities, tools, and outcomes involved in the user support process. It can also help to identify the value, waste, and opportunities for improvement in each step. Value stream mapping can help the organization to optimize the user support process and enhance the customer experience. Therefore, using value stream mapping is the first step the organization should take to start to improve the situation. The other options are not the first steps, but they could be considered after the value stream mapping is done. Reviewing skills and competencies of user support staff, improving the integration of tools, and encouraging teams to collaborate are all possible actions that could result from the value stream mapping analysis, but they are not the first step to understand the problem and the current state of the user support process. References:
ITIL 4 & swarming - finding the right people & process | Axelos1
Swarming vs Tiered Support Models Explained - BMC Software1
What ITSM Practitioners Need to Know About Value Stream Mapping2
NEW QUESTION # 46
Which can act as an operating model for an organization?
- A. The ITIL guiding principles
- B. The service value chain
- C. Continual improvement
- D. The four dimensions of service management
Answer: B
Explanation:
Explanation
The correct answer is B. The service value chain because it is the core component of the ITIL 4 service management framework that describes how an organization orchestrates its IT capabilities to achieve its strategic objectives. The service value chain is an operating model that covers all the key activities to flexibly manage products and services1. It consists of six interconnected value chain activities: plan, improve, engage, design and transition, obtain/build, and deliver and support2.
Option A is not correct because the four dimensions of service management are not an operating model, but rather a holistic perspective that should be considered for the effective and efficient facilitation of value co-creation2. The four dimensions are: organizations and people, information and technology, partners and suppliers, and value streams and processes2.
Option C is not correct because the ITIL guiding principles are not an operating model, but rather a set of recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure2. The ITIL guiding principles are: focus on value, start where youare, progress iteratively with feedback, collaborate and promote visibility, think and work holistically, keep it simple and practical, and optimize and automate2.
Option D is not correct because continual improvement is not an operating model, but rather a recurring organizational activity performed at all levels to ensure that an organization's performance continually meets stakeholders' expectations2. Continual improvement is based on the continual improvement model, which consists of four steps: what is the vision, where are we now, where do we want to be, and how do we get there2.
References: : ITIL 4 Models - A New Operating Model in ITIL 4 - KnowledgeHut : ITIL 4 Managing Professional Transition Course Online - Simplilearn
NEW QUESTION # 47
An organization supports the users of its services using a tiered structure. There are many specialists in the second- and third-line resolution teams who have worked for the organization for a long time. The organization is in the process of deploying many changes to services. This is likely to result in a large number of complex incidents. In addition, there are long backlogs of work for the second and third-line resolution teams to complete.
Which is the BEST approach or technique to resolve this situation?
- A. An information model
- B. Swarming
- C. Service integration and management
- D. Machine learning
Answer: B
NEW QUESTION # 48
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?
- A. Research how individual teams communicate internally and use the most popular collaboration tools to collect feedback
- B. Establish office hours where staff are encouraged to drop by without appointments and discuss any concerns they have
- C. Initiate a project to select and implement a collaboration tool to facilitate two-way communication with staff
- D. Publish a printed weekly newsletter that clearly and consistently communicates change
Answer: C
NEW QUESTION # 49
Which statement about user communities is CORRECT?
- A. Every user community should have at least one super-user
- B. Communities set up by users may be recognized and supported by service providers
- C. User communities are created by service providers to investigate the cause of problems
- D. Informal user communities should be disbanded and merged into official groups
Answer: B
NEW QUESTION # 50
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