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ITIL-4轉換（ITIL 4管理專業過渡）認證考試是一項旨在提高其IT服務管理知識和技能的IT專業人員的認證計劃。該考試基於最新的ITIL 4框架，涵蓋了各個領域，例如服務管理實踐，服務價值系統和服務價值鏈。 ITIL 4框架是全球IT服務管理最廣泛認可和採用的框架之一。

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ITIL-4轉換（ITIL 4管理專業過渡）認證考試是一項國際認可的認證，可在ITIL 4框架中驗證專業人員的知識和技能。該認證考試是為已經獲得ITIL V3或ITIL 2011基金會認證並尋求將其技能升級到ITIL 4管理專業水平的專業人員而設計的。 ITIL-4-Transition認證考試使專業人員能夠證明自己在最新的ITIL 4實踐和方法中的熟練程度。
最新的 ITIL 4 Managing Professional ITIL-4-Transition 免費考試真題 (Q18-Q23):問題 #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
  

答案：A
解題說明：
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

問題 #19
Which statement about user communities is CORRECT?

• A. Communities set up by users may be recognized and supported by service providers
• B. Every user community should have at least one super-user
• C. Informal user communities should be disbanded and merged into official groups
• D. User communities are created by service providers to investigate the cause of problems
  

答案：A
解題說明：
Explanation
User communities are groups of people who share a common interest or need related to a service or product.
They can be formal or informal, online or offline, and may be initiated by service providers or users themselves. User communities can provide valuable feedback, insights, and support for service providers, as well as enhance the user experience and satisfaction. Therefore, service providers may recognize and support user communities that are set up by users, as long as they respect their autonomy and do not interfere with their activities. User communities are not created by service providers to investigate the cause of problems (option A), nor should they be disbanded or merged into official groups (option C). User communities may or may not have super-users, who are users with advanced skills or knowledge who canhelp other users, but this is not a requirement for every user community (option D). References: ITIL 4 Foundation, page 77; ITIL 4 Specialist: Drive Stakeholder Value, page 33.

問題 #20
An organization is attempting to improve the design, development and transition of new services. It recognizes that some ways of working are not focused on creating value.
Which is an example of a working practice that the organization should STOP?

• A. Defining the features and functionality of services by relying on the developers' previous experience of designing similar systems for customers
• B. Involving users, customers and other stakeholders when communicating desired outcomes in the form of user stones
• C. Involving customers and users in testing activities to understand whether the service meets the customers' and users' expectations
• D. Designing systems with the continual involvement of customers to ensure that any changes in requirements are understood as early as possible
  

答案：A
解題說明：
This working practice is not focused on creating value because it does not involve the customers or users in defining the requirements and expectations of the service. It also assumes that the developers' previous experience is relevant and sufficient for the current situation, which may not be the case. This practice may lead to delivering a service that does not meet the needs and preferences of the customers or users, or that is not aligned with the organization's strategy and objectives. References:
* ITIL 4 Managing Professional Transition Module Sample Paper - English1, page 6, question 1, answer A
* ITIL 4 Foundation: ITIL 4 Edition2, page 67, section 4.1.1, paragraph 2
* ITIL 4 Managing Professional: Create, Deliver and Support3, page 9, section 1.1, paragraph 3
* ITIL 4 Managing Professional: Direct, Plan and Improve4, page 11, section 1.1, paragraph 2

問題 #21
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
  

答案：C
解題說明：
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

問題 #22
An organization is implementing new technology that will significantly improve how they interact with their customers.
Which term BEST describes this situation?

• A. Digital transformation
• B. IT transformation
• C. High velocity IT
• D. Digital organization
  

答案：A
解題說明：
Explanation
Digital transformation is the process of using digital technologies to create new or modify existing business processes, culture, and customer experiences to meet changing business and market requirements1. It is not just about implementing new technology, but also about changing the way an organization operates and delivers value to its customers. High velocity IT is one of the four dimensions of service management in ITIL
4, which refers to the rapid delivery and operation of IT-enabled products and services that can continuously evolve2. Digital organization and IT transformation are not specific terms defined in ITIL 4, but they could be related to digital transformation in some contexts. References:
ITIL 4 and Digital Transformation
[ITIL 4 Foundation: High Velocity IT]

問題 #23
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