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ITIL ITIL-TRANSITION - Questions & Answers

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Question 1
Single choice

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

Question 2
Single choice

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

Question 3
Single choice

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

Question 4
Single choice

An organization's lead times and the flow of tasks across value streams are being impacted because tasks often sit waiting in queues.

Which technique can be used to overcome this challenge?

A.

Clarifying definition of done'

B.

Introducing a push system

C.

Increasing batch sizes

D.

Limiting work-in-progress

Question 5
Single choice

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

Question 6
Single choice

Which concept is PRIMARILY concerned with multiple teams moving to a cross-functional way of working?

A.

Organizational structure

B.

Employee satisfaction measurement

C.

Working to a customer oriented mindset

D.

The value of positive communications

Question 7
Single choice

An organization is planning to communicate information about a new improvement initiative by providing information on the IT portal, sending emails, and holding meetings with affected groups.

Which communication principle are they applying?

A.

Communication is a two-way process

B.

We are all communicating all the time

C.

Timing and frequency matter

D.

There is no single method of communicating

Question 8
Single choice

Which can act as an operating model for an organization?

A.

The four dimensions of service management

B.

The service value chain

C.

The ITIL guiding principles

D.

Continual improvement

Question 9
Single choice

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

A.

Design and transition

B.

Engage

C.

Obtain/build

D.

Plan

Question 10
Single choice

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

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