ITIL-TRANSITION Online Practice Questions and Answers

In an organization, a service desk team employs experienced staff who have worked there for many years and have good relationships with support teams. The organization has a good improvement culture, and staff are encouraged to use their experience and identify improvements. They are developing a new policy for handling incidents.

Which is the BEST approach for this new policy?

A. Ensure that any identified exceptions are excluded from the policy to improve clarity

B. Ensure that all teams involved in incident resolution collaborate in the development of the policy

C. Implement the policy to the service desk staff initially before informing other affected support teams

D. Engage with stakeholders to ensure that as much detail as possible is included in the policy

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

Which is a method for value-driven, data-driven and user-centered service design?

A. Stakeholder analysis

B. Balanced scorecard

C. Design thinking

D. The MoSCoW method

An organization is implementing new technology that will significantly improve how they interact with their customers.

Which term BEST describes this situation?

A. Digital organization

B. High velocity IT

C. Digital transformation

D. IT transformation

A software development team makes many hundreds of small changes every week. Who can BEST make the decision of whether to accept each change?

A. The IT change manager

B. The software development manager

C. The sponsor in the service consumer organization

D. The other members of the software development team

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

A company has begun a new global line of business that has changed how IT supports the new systems. Recognizing the urgent need for two-way communication on the required changes, IT managers are trying to find better ways to obtain feedback than a standing agenda at staff meetings.

Which describes the BEST approach for establishing effective feedback channels?

A. Research how individual teams communicate internally and use the most popular collaboration tools to collect feedback

B. Establish office hours where staff are encouraged to drop by without appointments and discuss any concerns they have

C. Initiate a project to select and implement a collaboration tool to facilitate two-way communication with staff

D. Publish a printed weekly newsletter that clearly and consistently communicates change

Which are elements of the service value system?

A. Service provision, service consumption, service relationship management

B. Governance, service value chain, practices

C. Outcomes, utility, warranty

D. Customer value, stakeholder value, organization