Title: Quiz ITIL - Professional ITIL-4-Transition - Exam ITIL 4 Managing Professional T [Print This Page] Author: chrissm651 Time: 11 hour before Title: Quiz ITIL - Professional ITIL-4-Transition - Exam ITIL 4 Managing Professional T What's more, part of that PassCollection ITIL-4-Transition dumps now are free: https://drive.google.com/open?id=1rV3kWxit0FmZw6S9B4UB-LxQNVCRy1tR
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An organization has IT divisions distributed globally. As the organization has grown, it has become difficult to align the activities of the IT divisions with the organization 's objectives How can the organization ensure that all IT activities are aligned with the organization 's objectives?
A. Priories risk mitigation strategies in alignment with the organization 's risk appetite
B. Establish increasingly detailed objectives at each level of the organization that align directly with the objectives of the layer above
C. Collect feedback from both organizational and IT leadership from each region
D. Put compliance controls in place to ensure that all centers of expertise are following the same practices
Answer: B
NEW QUESTION # 39
Which is an input to the service value system?
A. A need from consumers for new or changed services
B. The system of directing and controlling an organization
C. Recommendations to help an organization in all aspects of its work
D. A model to help meet stakeholders' expectations
Answer: A
Explanation:
Comprehensive and Detailed Explanation From Exact Extract of ITIL 4 Managing Professional Transition:
In ITIL 4, the Service Value System (SVS) transforms inputs into outputs through the use of various components.
The input to the SVS is opportunity and demand.
* Demand refers to the need or desire for products and services from internal or external consumers.
* Opportunity represents options or possibilities to add value.
* The SVS uses this input to produce value as the output.Therefore, Option D - "A need from consumers for new or changed services" - accurately describes an input into the SVS.
NEW QUESTION # 40
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. Review skills and competencies of user support staff to ensure they have the required capability
B. Improve the integration of tools to ensure there are no gaps between processes
C. Use value stream mapping to help understand the end-to-end flow of user support
D. Encourage teams to collaborate so they can focus on value of users
Answer: C
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 # 41
What is a user?
A. The role that directs and controls an organization
B. The role that authorizes budget for service consumption
C. The role that defines the requirements for a service
D. The role that uses services
Answer: D
Explanation:
Comprehensive and Detailed Explanation From Exact Extract of ITIL 4 Managing Professional Transition:
According to ITIL 4, a user is defined as "a person who uses services."
* Users are distinct from customers or sponsors.
* A customer is the person who defines the requirements for a service and takes responsibility for outcomes.
* A sponsor is the role that authorizes the budget for service consumption.Therefore, the role that uses the service is referred to as a user, making Option B correct.
NEW QUESTION # 42
Which is an example of results-based measurement and reporting?
A. Measuring and reporting the number of hours worked by service desk employees
B. Measuring and reporting the number of supplier-related interruptions to a service
C. Measuring and reporting the cost of providing a service to customers and users
D. Measuring and reporting the customer satisfaction with closed incidents
Answer: D
Explanation:
Explanation
Results-based measurement and reporting is a method of measuring and reporting the outcomes and value delivered by products and services, rather than the activities and outputs involved in their creation and delivery12. Results-based measurement and reporting focuses on the achievement of objectives and the satisfaction of stakeholders, rather than the consumption of resources and the completion of tasks12.
An example of results-based measurement and reporting is measuring and reporting the customer satisfaction with closed incidents. This is because customer satisfaction is an indicator of the value and quality of the incident management practice and the service provided to the customers. Customer satisfaction reflects the extent to which thecustomers' expectations and needs have been met by the resolution of the incidents. Customer satisfaction can also influence the customer loyalty, retention, and advocacy for the service provider34.
The other options are not examples of results-based measurement and reporting, because they measure and report the inputs and outputs of the service delivery, rather than the outcomes and value. Measuring and reporting the number of hours worked by service desk employees, the number of supplier-related interruptions to a service, and the cost of providing a service to customers and users are all examples of activity-based or output-based measurement and reporting. These metrics do not indicate the effectiveness or efficiency of the service delivery, nor the satisfaction or value perceived by the customers and users12.
References: 1: ITIL 4 Create, Deliver and Support, AXELOS, 2019, p. 29-30 2: Measurement and reporting management: ITIL 4 Practice Guide, AXELOS, 2020, p. 5-6 3: ITIL 4 Direct, Plan and Improve, AXELOS,
2019, p. 97-98 4: Reporting on value in service management, AXELOS, 2021, 3
NEW QUESTION # 43
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