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ITIL 4 Managing Professional Transition Sample Questions (Q17-Q22):

NEW QUESTION # 17
Which high velocity IT objective considers an organization's ability to continue providing business services when disruptive events affect its digital products?

A. Fast development
B. Assured conformance
C. Valuable investments
D. Resilient operations

Answer: D

NEW QUESTION # 18
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 all teams involved in incident resolution collaborate in the development of the policy
B. Engage with stakeholders to ensure that as much detail as possible is included in the policy
C. Ensure that any identified exceptions are excluded from the policy to improve clarity
D. Implement the policy to the service desk staff initially before informing other affected support teams

Answer: A

NEW QUESTION # 19
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

Answer: D

NEW QUESTION # 20
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. Service interaction method
B. Benefits dependency network
C. Omnichannel management
D. Service level management

Answer: C

NEW QUESTION # 21
When an organization has initiated an IT transformation project, which 'organizational change management' activity should it carry out FIRST?

A. Create corrective action plans for staff who are resistant to the change
B. Communicate areas of waste that can be eliminated
C. Create a clear picture of what is changing and why it is valuable
D. Develop a value stream map of the desired future changes

Answer: C

NEW QUESTION # 22
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