ITIL 4 Managing Professional Transition (ITIL-4-Transition) Free Practice Test

Question 1

An organization has IT divisions distributed globally. As the organization has grown, it has become difficult to align the activities of the IT divisions with the organization 's objectives How can the organization ensure that all IT activities are aligned with the organization 's objectives?

A. Collect feedback from both organizational and IT leadership from each region

B. Put compliance controls in place to ensure that all centers of expertise are following the same practices

C. Establish increasingly detailed objectives at each level of the organization that align directly with the objectives of the layer above

D. Priories risk mitigation strategies in alignment with the organization 's risk appetite

Correct Answer: C

Explanation: Only visible for TestSimulate members. You can sign-up / login (it's free).

Question 2

Identify the missing word in the following sentence:
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [?], and the CIs that support them, is available when and where it is needed.

A. Organizations

B. IT assets

C. Services

D. Outcomes

Correct Answer: C

Explanation: Only visible for TestSimulate members. You can sign-up / login (it's free).

Question 3

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

A. Positive communication

B. Team Culture

C. Employee satisfaction management

D. Customer orientation

Correct Answer: D

Explanation: Only visible for TestSimulate members. You can sign-up / login (it's free).

Question 4

An organization is experiencing difficulties with the way it resolves incidents. The service desk staff are often unsure which teams to escalate an incident to. The incident is then passed between different teams until it reaches the correct team. Also, the service desk analyst does not always know the correct type of information and level of detail which will be required by the team that resolved the issue. The organization is considering moving away from a formally organized system of tiered support groups. Which is an alternative to this structure that would help to improve the situation?

A. Continuous integration

B. Swarming

C. Robotic process automation

D. Data analytics

Correct Answer: B

Explanation: Only visible for TestSimulate members. You can sign-up / login (it's free).

Question 5

An organization's customers have historically been satisfied with the functionality and performance of its service. Recently, hovewer, the organization is getting complaints about both the performance of the services and areas such as sales and customer support. How BEST can the organization collect the information needed to address these complaints?

A. Conduct satisfaction surveys after service interactions

B. Use feedback from service reviews to assess value realization

C. Gather customer service performance metrics and map to SLAs

D. Collect customer experience and service level metrics

Correct Answer: D

Explanation: Only visible for TestSimulate members. You can sign-up / login (it's free).

Question 6

Which of the following statements is included in the Improve value chain activity's purpose?

A. Ensure services continually meet expectations for quality, costs, and time to market

B. Ensure continual engagement and good relationships with all stakeholders

C. Ensure the continual improvement of practices across all value chain activities

D. Ensure a shared understanding of the improvement direction for services across the organization

Correct Answer: A

Explanation: Only visible for TestSimulate members. You can sign-up / login (it's free).

Question 7

Which of the following is a necessity for a successful service level agreement (SLA)?

A. To promote consistency, carry SLAs forward unchanged every year

B. Vague targets, such as user experience metrics, should be avoided

C. The language and terms used in the SLA should be commonly understood by all parties

D. Base the SLA on system-based metrics that are useful to the service provider

Correct Answer: C

Explanation: Only visible for TestSimulate members. You can sign-up / login (it's free).

Question 8

A user wants to know how to create a report, so they come into contact with the service desk Which practice is MOST LIKELY to help with the solution of this issue7

A. Service level management

B. Incident management

C. Service request management

D. Change enablement

Correct Answer: C

Explanation: Only visible for TestSimulate members. You can sign-up / login (it's free).

Question 9

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. There is no single method of communicating

B. We are all communicating all the time

C. Timing and frequency matter

D. Communication is a two-way process

Correct Answer: A

Explanation: Only visible for TestSimulate members. You can sign-up / login (it's free).

Question 10

What is the CORRECT order for the three phases of problem management?

A. Problem identification, error control, problem control

B. Problem control, error control, problem identification

C. Error control, problem control, problem identification

D. Problem identification, problem control, error control

Correct Answer: D

Explanation: Only visible for TestSimulate members. You can sign-up / login (it's free).

Welcome to TestSimulate

ITIL 4 Managing Professional Transition (ITIL-4-Transition) Free Practice Test