ITIL 4 Managing Professional Certification ITIL-4-Transition Sample Questions Reliable [Q20-Q36] – IT Certification Exam Questions & Answers

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ITIL 4 Managing Professional Certification ITIL-4-Transition Sample Questions Reliable

Prepare for the Actual ITIL 4 Managing Professional ITIL-4-Transition Exam Practice Materials Collection

NO.20 Which charging mechanism could cause the price of a service to change depending on the time of day?

Cost

Cost plus

Market price

Differential charging

NO.21 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?

Running safe to fail experiments that provide learning opportunities

Comparing the cost of delay’ between work items to ensure that financially valuable work is prioritized

Implementing CI/CD toots to deploy software quickly

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

NO.22 Which concept is PRIMARILY concerned with multiple teams moving to a cross-functional way of working?

Organizational structure

Employee satisfaction measurement

Working to a customer oriented mindset

The value of positive communications

NO.23 Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

Progress iteratively with feedback

Keep it simple and practical

Start where you are

Focus on value

NO.24 Which is an example of results-based measurement and reporting?

Measuring and reporting the number of hours worked by service desk employees

Measuring and reporting the number of supplier-related interruptions to a service

Measuring and reporting the customer satisfaction with closed incidents

Measuring and reporting the cost of providing a service to customers and users

NO.25 Which high velocity IT objective considers an organization’s ability to continue providing business services when disruptive events affect its digital products?

Valuable investments

Resilient operations

Fast development

Assured conformance

NO.26 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?

Use value stream mapping to help understand the end-to-end flow of user support

Encourage teams to collaborate so they can focus on value for users

Improve the integration of tools to ensure there are no gaps between processes

Review skills and competencies of user support staff to ensure they have the required capability

NO.27 What do design thinking and service-dominant logic have in common?

Both require clearly defined requirements and acceptance criteria

Both involve collaborating with customers to ensure their needs are met

Both focus on product functionality and on building new features

Both focus solely on the needs and problems of the consumers

NO.28 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

NO.29 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?

Safety culture

Design thinking

Valuable investments

Agile

NO.30 Which BEST describes the primary role of a governing body?

To establish and regularly review the goals cascade throughout the organization

To develop and regularly review IT measures and metrics

To annually review and approval of IT projects to maximize business value

To establish and regularly review the effectiveness of risk management and internal controls

NO.31 An organization is designing a survey to assess the needs and expectations of its staff.
What is this an example of?

CI/CD

Integration and data sharing

Customer-orientation

Employee satisfaction management

NO.32 When an organization has initiated an IT transformation project, which ‘organizational change management’ activity should it carry out FIRST?

Create a clear picture of what is changing and why it is valuable

Develop a value stream map of the desired future changes

Create corrective action plans for staff who are resistant to the change

Communicate areas of waste that can be eliminated

NO.33 An organization is undergoing a significant cultural change as a result of introducing Agile and DevOps practices.
How can managers use Toyota Kata to help employees adjust to these different ways of working?

By encouraging the practicing of routines to unlearn old habits and learn new ones

By creating detailed plans that predetermine how to approach large changes

By making hard decisions for the teams and providing step-by-step guidance

By encouraging widespread changes that involve the teams starting from scratch

NO.34 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?

Communication is a two-way process

We are all communicating all the time

Timing and frequency matter

There is no single method of communicating

NO.35 What BEST describes the relationship between planning and risk?

Planning is a high level function, risk management is a tactical activity

Planning should always consider risks and how to mitigate them

Planning focuses on what needs to be accomplished, risk management is part of how work is to be performed

Risk management is the exclusive domain of dedicated risk managers

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