ITIL-TRANSITION Online Practice Questions and Answers

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

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

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

A. Design and transition

B. Engage

C. Obtain/build

D. Plan

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

In service relationships what is a benefit of identifying consumer roles?

A. It enables effective stakeholder management

B. It provides shared service expectations

C. It removes constraints from the customer

D. It enables a common definition of value

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. Service integration and management

B. Machine learning

C. Swarming

D. An information model

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. Running safe to fail experiments that provide learning opportunities

B. Comparing the cost of delay' between work items to ensure that financially valuable work is prioritized

C. Implementing CI/CD toots to deploy software quickly

D. Adopting Kanban boards to visualise the flow of work across software development teams

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