New ITIL-4-Transition Test Materials & Valid ITIL-4-Transition Test Engine [Q31-Q49]

Q31. Which describes the value driven approach to service design?

The practice of analyzing a business, defining its needs, and recommending solutions that create value for stakeholders

An iterative approach based on frequent feedback, continual experimentation, and learning to ensure value co-creation

A process improvement philosophy that prioritizes flow efficiency over resource efficiency

Designing just enough features to satisfy early customers, and providing feedback for future development

Q32. An organization is implementing new technology that will significantly improve how they interact with their customers.
Which term BEST describes this situation?

Digital organization

High velocity IT

Digital transformation

IT transformation

Q33. An organization is reviewing the support of its IT services.
Which is an example of an ‘outside in’ approach?

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

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

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

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

Q34. Which describes the customer journey?

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

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

The actions that the service provider takes to attract new customers

The experience the service user gets from the service provider

Explanation
The correct answer is B. The end-to-end experience customers have with service providers. This is because the customer journey is a term that describes the complete lifecycle of a customer’s interaction with a service provider, from the initial awareness and engagement, to the purchase and consumption, to the retention and advocacy12. The customer journey helps to understand the customer’s needs, expectations, emotions, and satisfaction at each touchpoint, and to identify the opportunities for improvement and innovation.
A: The actions that the user undertakes to be able to use the service is not the correct answer, because this is only a part of the customer journey, not the whole definition. The user is the person who uses the service, not necessarily the person who pays for it or decides to use it. The actions that the user undertakes to be able to use the service are also known as the user journey, which is a subset of the customer journey12.
C: The actions that the service provider takes to attract new customers is not the correct answer, because this is also only a part of the customer journey, not the whole definition. The service provider is the organization that provides the service, not the customer. The actions that the service provider takes to attract new customers are part of the marketing and sales activities, which are the first stages of the customer journey12.
D: The experience the service user gets from the service provider is not the correct answer, because this is also only a part of the customer journey, not the whole definition. The service user is another term for the user, who may or may not be the customer. The experience the service user gets from the service provider is part of the service delivery and support activities, which are the middle stages of the customer journey12. References:
ITIL 4 Managing Professional Transition Module Sample Paper – English, page 11, question 4, answer B ITIL 4 Managing Professional Transition Module Candidate Syllabus – English, page 12, learning outcome 1.6

Q35. 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?

Failing to explain service provider action that impact the customer

Scheduling interactions between customer and service provider

Changes in service provider and customer staff

Failing to deal with communication in a timely fashion

Explanation
The correct answer is A. Failing to explain service provider action that impact the customer. This is because a lack of transparency and communication can erode the trust and satisfaction of the customer, and lead to misunderstandings and conflicts. The service provider should always inform the customer of any changes, issues, or decisions that affect the customer’s services, expectations, or outcomes. The service provider should also seek feedback from the customer and address any concerns or complaints promptly and effectively.
B: Scheduling interactions between customer and service provider is not a threat, but a good practice to maintain the relationship. Regular interactions can help to align the goals, values, and needs of both parties, and foster collaboration and mutual understanding. The service provider should also use these interactions to demonstrate value and performance, and to identify opportunities for improvement or innovation.
C: Changes in service provider and customer staff is not a threat, but a challenge that can be overcome with proper knowledge management and relationship management. The service provider should ensure that the knowledge and experience of the staff are captured, shared, and transferred to the new staff, and that the new staff are trained and competent to deliver the services. The service provider should also introduce the new staff to the customer and establish rapport and trust.
D: Failing to deal with communication in a timely fashion is a threat, but not the most likely one. Delayed or ignored communication can frustrate the customer and damage the reputation of the service provider. The service provider should respond to the customer’s communication as soon as possible, and provide clear and accurate information. The service provider should also follow up on the communication and ensure that the customer’s needs are met. References:
ITIL 4 Managing Professional Transition Module Sample Paper – English, page 8, question 1, answer A ITIL 4 Managing Professional Transition Module Candidate Syllabus – English, page 9, learning outcome 1.3 ITIL 4 Managing Professional Transition Course Online – Simplilearn, section 3.2, lesson 3.2.2, topic
“Relationship Management”

Q36. 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

Ask the user to communicate their needs for the chair

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

Adopt the user’s point of view of using the chair

Decide for the user what is important for the chair

Q37. Which value chain activity ensures that products deliver stakeholder expectations for quality?

Design and transition

Engage

Obtain/build

Plan

Q38. Which two stakeholders co-create value in the service relationship?

The consumer and provider

The provider and supplier

The investor and consumer

The investor and supplier

Q39. A service support agents adjusts support actions following a call form a frustrated user. Which concept describes this behavior?

Team Culture

Customer orientation

Positive communication

Employee satisfaction management

Q40. A service support agents adjusts support actions following a call form a frustrated user. Which concept describes this behavior?

Team Culture

Customer orientation

Positive communication

Employee satisfaction management

Q41. A software development team makes many hundreds of small changes every week.
Who can BEST make the decision of whether to accept each change?

The IT change manager

The software development manager

The sponsor in the service consumer organization

The other members of the software development team

Q42. Which is an example of a digital organization?

An organization which uses IT to support its operational processes

An organization which has undergone an IT transformation

An organization which uses IT to change its strategic direction

An organization which uses IT to improve its ‘service desk’ practice

Q43. In which TWO situations should be ITIL guiding principles be considered?
1. In every initiative
2. In all relationships with stakeholders
3. Only specific initiatives where the principle is relevant
4. Only specific stakeholder relationships where the principle is relevant

1 and 2

1 and 4

3 and 4

2 and 3

Q44. A customer is retiring a service and has terminated the contract for the service with the service provider. The service provider will continue to deliver other services to the customer. Which should the service provider include in the plans to off board the service?

Ensuring that user access rights are revoked for all services

Providing information to users about how to contact the service desk

Creating training schedules for users on how to use the service

Identifying and making request for outstanding payments for the service

Q45. What is the expected outcome from using a service value chain?

Value realization

Customer engagement

Service value streams

The application of practices

Q46. 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

1 and 2

2 and 3

3 and 4

1 and 4

Explanation
According to ITIL 4, an effective control environment is one that ensures that the organization’s objectives are achieved in a reliable and compliant manner1. Effective controls are the mechanisms that prevent, detect, or correct errors, fraud, or non-compliance in the organization’s processes and activities2. Some of the characteristics of effective controls are that they are aligned with the organization’s goals, policies, and standards, they are proportionate to the level of risk, they are consistent and transparent, they are regularly monitored and reviewed, and they are responsive to changes and improvements3.
In the scenario given, the legacy financial system requires the user to manually enter the time and date of the transaction to meet regulatory requirements, but these fields are often blank. This indicates a lack of compliance and accuracy in the financial reporting process, which could expose the organization to legal, financial, or reputational risks. Therefore, some effective controls that could improve compliance are:
Modify the application to automatically add the current time and date when transaction is entered. This is a preventive control that reduces the risk of human error or omission by ensuring that the required information is always captured and recorded in the system. This control also enhances the efficiency and reliability of the process by eliminating the need for manual input.
Create a report showing non-compliant records and take action to correct. This is a detective and corrective control that identifies and resolves any instances of non-compliance or inaccuracy in the financial records. This control also provides feedback and evidence for the performance and effectiveness of the process and the controls.
The other options are not effective controls for improving compliance in this scenario because they do not directly address the root cause of the problem or provide a specific solution. Establishing a communication plan to remind users of the importance of time and date on transactions is a good practice, but it does not guarantee that the users will follow the instructions or comply with the requirements. Developing a goals cascade soall staff know their role in achieving company goals is a strategic activity, but it does not specify how the financial reporting process or the legacy system will be improved or controlled. Therefore, the best answer is D. 1 and 4. References:
1: ITIL 4 Managing Professional: Transition Module | Axelos
2: ITIL 4 Managing Professional Transition Course Online – Simplilearn
3: ITIL 4 MP Transition: a transformed framework | Axelos
4: Internal Controls for Better Compliance | Reducing Risk
5: Internal Controls: The Definitive Guide for Risk and Compliance Professionals – RiskOptics
6: How to Establish an Effective Control Environment

Q47. 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?

Service integration and management

Machine learning

Swarming

An information model

Q48. How should the seven guiding principles be combined when an organization is making a decision?

By using all the guiding principles equally when making any decision

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

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

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

Q49. 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?

Failing to explain service provider action that impact the customer

Scheduling interactions between customer and service provider

Changes in service provider and customer staff

Failing to deal with communication in a timely fashion

New ITIL-4-Transition Test Materials & Valid ITIL-4-Transition Test Engine [Q31-Q49]

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