[2024] Use Valid New Free ITIL-4-Transition Exam Dumps & Answers
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ITIL 4 Managing Professional Transition Exam covers four modules: Create, Deliver and Support, Drive Stakeholder Value, High Velocity IT, and Direct, Plan and Improve. These modules cover a range of topics, including service management concepts, service value systems, service value chains, service performance, and continuous improvement. Passing the exam demonstrates that IT professionals have the skills and knowledge to effectively manage IT services in line with the ITIL 4 framework, and can help them advance their careers in the field of IT service management.
ITIL 4 Managing Professional Transition certification exam is an important step for IT professionals who want to stay current and relevant in the rapidly changing IT industry. ITIL 4 Managing Professional Transition certification demonstrates that professionals have the skills and knowledge necessary to manage complex IT service management projects and initiatives. It also shows that they are committed to ongoing professional development and are willing to invest time and effort in staying up-to-date with the latest industry standards and best practices.
NEW QUESTION # 32
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. Improve the integration of tools to ensure there are no gaps between processes
- B. Encourage teams to collaborate so they can focus on value for users
- C. Review skills and competencies of user support staff to ensure they have the required capability
- D. Use value stream mapping to help understand the end-to-end flow of user support
Answer: D
NEW QUESTION # 33
Which two stakeholders co-create value in the service relationship?
- A. The investor and consumer
- B. The provider and supplier
- C. The consumer and provider
- D. The investor and supplier
Answer: C
NEW QUESTION # 34
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. Agile
- B. Safety culture
- C. Design thinking
- D. Valuable investments
Answer: B
NEW QUESTION # 35
What do Lean and Agile consider a barrier to high performance?
- A. Making work visible
- B. Large batch sizes of work
- C. Limiting work-in-progress
- D. Pulling versus pushing work
Answer: B
NEW QUESTION # 36
A service provider is planning a major change to its services and the way it delivers them. The project will include many changes to the working practices of staff. The service provider expects resistance to these changes and would like to manage communication in a sensitive way. Which is the MOST appropriate approach?
- A. Send an email to the affected staff and ensure that as much detail as possible is included to promote transparency
- B. Use a mix of communication methods and ensure that a feedback mechanism is included that allows anonymity to be retained if desired
- C. Use instant messaging for both communicating and receiving feedback to ensure a quick response for all affected staff.
- D. Use a mix of communication methods and ensure that any feedback received is shared openly on a public forum to promote visibility
Answer: B
Explanation:
Explanation
The most appropriate approach for the service provider is to use a mix of communication methods and ensure that a feedback mechanism is included that allows anonymity to be retained if desired. This is because the service provider expects resistance to the changes and would like to manage communication in a sensitive way. By using a mix of communication methods, the service provider can reach a wider audience and cater to different preferences and needs of the staff. By ensuring that a feedback mechanism is included, the service provider can collect valuable input from the staff and address any concerns or issues that may arise. By allowing anonymity to be retained if desired, the service provider can encourage honest and candid feedback from the staff and avoid any fear of retaliation or negative consequences. This approach is aligned with the ITIL guiding principles of collaborate and promote visibility, keep it simple and practical, and optimize and automate12. It also follows the ITIL best practices for effective communication, such as communication is a two-way process, timing andfrequency matter, and there is no single method of communication that works for everyone34. References:
The 7 Guiding Principles of ITIL 4 - IFS Blog1
The 7 Guiding Principles of ITIL 4: Practical Advice to Help You Make Decisions2 Using ITIL's concepts: 5 principles of good communication3 Importance of IT Communications in ITIL Implementation - Invensis Learning4
NEW QUESTION # 37
What do Lean and Agile consider a barrier to high performance?
- A. Making work visible
- B. Large batch sizes of work
- C. Limiting work-in-progress
- D. Pulling versus pushing work
Answer: B
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:
NEW QUESTION # 38
Which are elements of the service value system?
- A. Customer value, stakeholder value, organization
- B. Service provision, service consumption, service relationship management
- C. Governance, service value chain, practices
- D. Outcomes, utility, warranty
Answer: C
Explanation:
Explanation
The service value system is a model that describes how all the components and activities of an organization work together as a system to enable value creation. The service value system consists of five elements:
governance, service value chain, practices, guiding principles, and continual improvement. Governance is the means by which an organization is directed and controlled. It ensures that the organization's strategy, policies, and objectives are aligned with the value proposition and the stakeholder needs. Service value chain is a set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers and to facilitate value realization. Practices are sets of organizational resources designed for performing work or accomplishing an objective. Practices include processes, roles, tools, techniques, and methods that enable the organization to carry out its work effectively and efficiently. The other two elements of the service value system are guiding principles and continual improvement, which are not part of the answer options.
References:
The ITIL 4 Service Value System Explained - ITSM.tools
Service Value System in ITIL 4 Explained | Sprintzeal
NEW QUESTION # 39
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. Practices should operate as suppliers to each other, using guidance form the 'supplier management' practice
- B. A value stream should be designed to include activities from all practices that are needed
- C. Each pratice should define the outputs it will produce and the required inputs it needs to succeed
- D. The software development manager should define requirements for all practices and ensure that they contribute to the over all service
Answer: B
Explanation:
Explanation
A value stream is a way of describing how an organization responds to specific types of demand and opportunity, by combining and integrating various activities from different practices. A value stream is based on the service value chain, which is a flexible operating model that outlines the key activities required to facilitate value creation through the delivery and management of products and services. The service value chain consists of six activities: plan, improve, engage, design and transition, obtain/build, and deliver and support. Each activity can be supported by one or more practices, which are sets of organizational resources and capabilities that help perform work or accomplish an objective. By designing a value stream that includes activities from all practices that are needed, the software development team can ensure that they are creating value for their customers and users, as well as capturing value for themselves and other stakeholders. A value stream also helps to optimize the use of resources, eliminate waste, and improve efficiency and effectiveness.
References:
ITIL 4 Foundation: ITIL 4 Edition, section 4.2.1
ITIL 4 Value System: Chain and Stream Differences | SysAid, section "Value Streams"
NEW QUESTION # 40
Which is an example of results-based measurement and reporting?
- A. Measuring and reporting the number of supplier-related interruptions to a service
- B. Measuring and reporting the customer satisfaction with closed incidents
- C. Measuring and reporting the number of hours worked by service desk employees
- D. Measuring and reporting the cost of providing a service to customers and users
Answer: B
NEW QUESTION # 41
A service provider is in a partnership relationship with a service consumer. The services provided are complex with new functionality and improvements constantly being developed using agile methods.
Which is the BEST approach for validating service value?
- A. Produce service level reports and an analysis of the cost and risks of service delivery
- B. Work together to identify methods of checking service value and check that value propositions are still valid
- C. Perform ad-hoc service reviews and produce reports of service outputs
- D. Regularly perform user satisfaction surveys and an analysis of the costs and risks removed from the service consumer
Answer: B
Explanation:
Explanation
The best approach for validating service value in a partnership relationship with a service consumer is to work together to identify methods of checking service value andcheck that value propositions are still valid. This is because this approach aligns with the ITIL 4 guiding principles of focus on value, collaborate and promote visibility, and progress iteratively with feedback1.
By working together, the service provider and the service consumer can co-create value and ensure that the services delivered meet the needs and expectations of the service consumer and other stakeholders. They can also share information and feedback, and adjust the services accordingly to respond to changing requirements and opportunities. Moreover, they can jointly define the criteria and indicators for measuring and validating the value of the services, such as the outcomes, costs, risks, and benefits23.
The value propositions of the services are the statements that describe the benefits and value that the services offer to the service consumer and other stakeholders. They are based on the understanding of the service consumer's needs, preferences, and goals. The value propositions should be regularly reviewed and validated to ensure that they are still relevant and accurate, and that they reflect the current and future value of the services45.
The other options are not the best approach for validating service value, because they are either too narrow, too passive, or too reactive. They do not involve the active collaboration and co-creation of value between the service provider and the service consumer, nor do they account for the complexity and agility of the services provided.
References: 1: ITIL 4 Foundation: ITIL 4 Edition, AXELOS, 2019, p. 13-15 2: ITIL 4 Direct, Plan and Improve, AXELOS, 2019, p. 97-98 3: Reporting on value in service management, AXELOS, 2021, 3 4: ITIL 4 Create, Deliver and Support, AXELOS, 2019, p. 17-18 5: ITIL 4 Drive Stakeholder Value, AXELOS, 2019, p.
25-26
NEW QUESTION # 42
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. Improve the integration of tools to ensure there are no gaps between processes
- B. Encourage teams to collaborate so they can focus on value of users
- C. Review skills and competencies of user support staff to ensure they have the required capability
- D. Use value stream mapping to help understand the end-to-end flow of user support
Answer: D
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 # 43
A service provider is in a partnership relationship with a service consumer. The services provided are complex with new functionality and improvements constantly being developed using agile methods.
Which is the BEST approach for validating service value?
- A. Produce service level reports and an analysis of the cost and risks of service delivery
- B. Work together to identify methods of checking service value and check that value propositions are still valid
- C. Regularly perform user satisfaction surveys and an analysis of the costs and risks removed from the service consumer
- D. Perform ad-hoc service reviews and produce reports of service outputs
Answer: C
NEW QUESTION # 44
An IT department is able to rapidly develop services that meet functional requirements. However overall satisfaction with these services is low.
Which is the BEST way to start working on developing new services while addressing issues faced by the IT department?
- A. Assess and improve capabilities of IT teams prioritizing areas that are required to deliver the service in a way that meets customer expectations
- B. Develop a clear understanding of the customers' intended goals and expectations, and track each of them from start to finish to ensure that the service supports the required outcomes
- C. Involve senior management as early as possible to define requirements and help with 'organizational change management' to ensure successful implementation of the service
- D. Develop a clear set of system requirements and track each of them from start to finish to ensure that the delivered service meets the stated requirements
Answer: B
NEW QUESTION # 45
What is the expected outcome from using a service value chain?
- A. The application of practices
- B. Customer engagement
- C. Value realization
- D. Service value streams
Answer: C
NEW QUESTION # 46
Which can act as an operating model for an organization?
- A. Continual improvement
- B. The service value chain
- C. The ITIL guiding principles
- D. The four dimensions of service management
Answer: B
NEW QUESTION # 47
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