ITIL-TRANSITION Online Practice Questions and Answers

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

Which charging mechanism could cause the price of a service to change depending on the time of day?

A. Cost

B. Cost plus

C. Market price

D. Differential charging

A web hosting provider has decided to apply more of a 'shift left' approach to service support. The provider knows that users like video tutorials as well as communicating via instant messaging and social networks.

What should the service provider use to expand how users access support and improve the user experience?

A. Omnichannel management

B. Service level management

C. Service interaction method

D. Benefits dependency network

A large service provider with many staff has built a relationship with a customer and agreed a 10-year contract. Both organizations have shared information freely and responded to requests.

Which is MOST LIKELY to be a threat to maintaining the relationship?

A. Scheduling interactions between customer and service provider

B. Changes in service provider and customer staff

C. Failing to explain service provider actions that impact the customer

D. Failing to deal with communication in a timely fashion

Which BEST describes the primary role of a governing body?

A. To establish and regularly review the goals cascade throughout the organization

B. To develop and regularly review IT measures and metrics

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

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

From the perspective of a service provider how does the digital product lifecycle start?

A. With the onboard mg of customers

B. With the exploration of market opportunities

C. With the co creation of value

D. With the offboarding of customers

A legacy financial system requires the user to manually enter the time and date of the transaction to meet regulatory requirements. A recent internal audit has shown that these fields are often blank. Which are effective controls that could improve compliance?

1.

Modify the application to automatically add the current time and date when transaction is entered

2.

Establish a communication plan to remind users of the importance of time and date on transactions

3.

Develop a goals cascade so all staff know their role in achieving company goals

4.

Create a report showing non-compliant records and take action to correct

A. 1 and 2

B. 2 and 3

C. 3 and 4

D. 1 and 4

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. Perform ad-hoc service reviews and produce reports of service outputs

B. Work together to identify methods of checking service value and check that value propositions are still valid

C. Produce service level reports and an analysis of the cost and risks of service delivery

D. Regularly perform user satisfaction surveys and an analysis of the costs and risks removed from the service consumer

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

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