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[General] Latest ITIL-4-Transition Exam Pattern | Valid ITIL-4-Transition Mock Exam

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【General】 Latest ITIL-4-Transition Exam Pattern | Valid ITIL-4-Transition Mock Exam

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ITIL 4 Managing Professional Transition Sample Questions (Q54-Q59):NEW QUESTION # 54
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. Valuable investments
  • C. Assured conformance
  • D. Resilient operations
Answer: D
Explanation:
Explanation
Resilient operations is the high velocity IT objective that considers an organization's ability to continue providing business services when disruptive events affect its digital products. Resilient operations ensure the availability, reliability, and performance of the digital products and services, as well as the ability to recover quickly from failures and incidents. Resilient operations also involve proactive practices such as technical debt management, chaos engineering, and site reliability engineering, which aim to improve the quality and resilience of the digital solutions. References:
ITIL 4 High-velocity IT (HVIT) - Your companion to the ITIL 4 Managing Professional HVIT certification, Chapter 7: Ensuring resilient operations ITIL 4 Specialist: High-Velocity IT Training, Course Outline, Module 2: The digital product lifecycle

NEW QUESTION # 55
Which is an example of results-based measurement and reporting?
  • A. Measuring and reporting the number of supplier-related interruptions to a service
  • B. Measuring and reporting the customer satisfaction with closed incidents
  • C. Measuring and reporting the cost of providing a service to customers and users
  • D. Measuring and reporting the number of hours worked by service desk employees
Answer: B

NEW QUESTION # 56
A service provider is planning a major change to its services and the way it delivers them. The project will include many changes to the working practices of staff. The service provider expects resistance to these changes and would like to manage communication in a sensitive way. Which is the MOST appropriate approach?
  • A. Send an email to the affected staff and ensure that as much detail as possible is included to promote transparency
  • B. Use a mix of communication methods and ensure that a feedback mechanism is included that allows anonymity to be retained if desired
  • C. Use instant messaging for both communicating and receiving feedback to ensure a quick response for all affected staff.
  • D. Use a mix of communication methods and ensure that any feedback received is shared openly on a public forum to promote visibility
Answer: B
Explanation:
Explanation
The most appropriate approach for the service provider is to use a mix of communication methods and ensure that a feedback mechanism is included that allows anonymity to be retained if desired. This is because the service provider expects resistance to the changes and would like to manage communication in a sensitive way. By using a mix of communication methods, the service provider can reach a wider audience and cater to different preferences and needs of the staff. By ensuring that a feedback mechanism is included, the service provider can collect valuable input from the staff and address any concerns or issues that may arise. By allowing anonymity to be retained if desired, the service provider can encourage honest and candid feedback from the staff and avoid any fear of retaliation or negative consequences. This approach is aligned with the ITIL guiding principles of collaborate and promote visibility, keep it simple and practical, and optimize and automate12. It also follows the ITIL best practices for effective communication, such as communication is a two-way process, timing andfrequency matter, and there is no single method of communication that works for everyone34. References:
The 7 Guiding Principles of ITIL 4 - IFS Blog1
The 7 Guiding Principles of ITIL 4: Practical Advice to Help You Make Decisions2 Using ITIL's concepts: 5 principles of good communication3 Importance of IT Communications in ITIL Implementation - Invensis Learning4

NEW QUESTION # 57
Which describes the customer journey?
  • A. The actions that the user undertakes to be able to use the service
  • B. The actions that the service provider takes to attract new customers
  • C. The experience the service user gets from the service provider
  • D. The end-to-end experience customers have with service providers
Answer: D

NEW QUESTION # 58
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. Implement the policy to the service desk staff initially before informing other affected support teams
  • B. Ensure that all teams involved in incident resolution collaborate in the development of the policy
  • C. Ensure that any identified exceptions are excluded from the policy to improve clarity
  • D. Engage with stakeholders to ensure that as much detail as possible is included in the policy
Answer: B
Explanation:
This is the best approach because it ensures that the policy is aligned with the needs and expectations of all the parties involved in incident management. It also fosters a culture of collaboration and trust among the teams, which can improve the efficiency and effectiveness of incident resolution. By involving all the teams in the policy development, the organization can also leverage the experience and knowledge of the staff, and identify any potential gaps or issues that may arise in the incident management process. This approach is consistent with the ITIL 4 guiding principles of collaborate and promote visibility, focus on value, and keep it simple and practical12. References:
* ITIL 4 Managing Professional Transition Module Sample Paper - English3, page 7, question 2, answer B
* ITIL 4 Foundation: ITIL 4 Edition4, page 20, section 2.3, paragraph 2
* ITIL 4 Managing Professional: Create, Deliver and Support5, page 10, section 1.1, paragraph 4
* ITIL 4 Managing Professional: Direct, Plan and Improve, page 12, section 1.1, paragraph 3

NEW QUESTION # 59
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