ITIL ITIL-4-Transition學習筆記 & ITIL-4-Transition考試心得

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最新的 ITIL 4 Managing Professional ITIL-4-Transition 免費考試真題 (Q27-Q32):問題 #27
An organization is designing a survey to assess the needs and expectations of its staff.
What is this an example of?

• A. Employee satisfaction management
• B. Integration and data sharing
• C. Customer-orientation
• D. CI/CD
  

答案：A
解題說明：
Explanation
Employee satisfaction management is the process of measuring and improving how happy and engaged employees are with their work, their employer, and their organization. It involves conducting surveys, analyzing data, implementing strategies, and monitoring outcomes. Employee satisfaction management can help organizations improve productivity, retention, innovation, and customer satisfaction12.
An organization that designs a survey to assess the needs and expectations of its staff is engaging in employee satisfaction management, as it is trying to understand what factors influence employee satisfaction and how to address them. A survey is a common and effective method of collecting feedback from employees, as it can provide quantitative and qualitative data on various aspects of employee satisfaction, such as work environment, compensation, recognition, development, and alignment34.
The other options are not correct because they are not related to employee satisfaction management. CI/CD stands for continuous integration and continuous delivery, which are software development practices that aim to deliver high-quality software faster and more frequently5. Integration and data sharing are processes of connecting different systems and applications and exchanging information between them6. Customer-orientation is a business philosophy that focuses on meeting the needs and expectations of customers and creating value for them7. References:
1: How To Improve Employee Satisfaction (With 11 Strategies) | Indeed.com
2: The Five Fundamentals Of Employee Satisfaction - Forbes
3: The Key To Employee Satisfaction and How To Achieve It | Indeed.com
4: How To Measure Employee Satisfaction | Indeed.com
5: ITIL 4 Managing Professional: Transition Module | Axelos
6: ITIL 4 Managing Professional Transition Course Online - Simplilearn
7: ITIL 4 MP Transition: a transformed framework | Axelos

問題 #28
A customer is retiring a service and has terminated the contract for the service with the service provider. The service provider will continue to deliver other services to the customer. Which should the service provider include in the plans to off board the service?

• A. Identifying and making request for outstanding payments for the service
• B. Providing information to users about how to contact the service desk
• C. Ensuring that user access rights are revoked for all services
• D. Creating training schedules for users on how to use the service
  

答案：A
解題說明：
The correct answer is D. Identifying and making request for outstanding payments for the service. This is because the service provider should ensure that the financial obligations of the customer are fulfilled before the service is terminated. The service provider should also update the billing and accounting records, and close any open invoices or disputes related to the service12.
A). Ensuring that user access rights are revoked for all services is not the correct answer, because the service provider should only revoke the user access rights for the service that is being retired, not for all services. The service provider should also ensure that the customer data and assets related to the service are securely deleted or transferred, and that the service provider staff are reassigned or released12.
B). Providing information to users about how to contact the service desk is not the correct answer, because the service desk is not relevant for the service that is being retired. The service provider should provide information to users about how to access alternative or replacement services, if any, and how to provide feedback or complaints about the service retirement process12.
C). Creating training schedules for users on how to use the service is not the correct answer, because the service is being retired, not introduced. The service provider should not invest any resources or efforts in training users on how to use a service that will no longer be available. The service provider should instead focus on communicating the service retirement plan and timeline, and managing the expectations and emotions of the users12. References:
* ITIL 4 Managing Professional Transition Module Sample Paper - English, page 10, question 3, answer D
* ITIL 4 Managing Professional Transition Module Candidate Syllabus - English, page 11, learning outcome 1.5

問題 #29
Which high velocity IT objective considers an organization's ability to continue providing business services when disruptive events affect its digital products?

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

答案：C
解題說明：
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

問題 #30
In which TWO situations should be ITIL guiding principles be considered?
1. In every initiative
2. In all relationships with stakeholders
3. Only specific initiatives where the principle is relevant
4. Only specific stakeholder relationships where the principle is relevant

• A. 2 and 3
• B. 1 and 2
• C. 3 and 4
• D. 1 and 4
  

答案：D
解題說明：
An 'outside in' approach is one that focuses on the customer perspective and value, rather than the internal processes and governance of the IT organization. According to ITIL 4, this approach helps to co-create value with customers and users, and align the IT services with the business strategy and outcomes. Therefore, conducting customer and user satisfaction surveys to gather feedback on how customers and users perceive the support of IT services is an example of an 'outside in' approach, as it helps to understand the customer needs, expectations, and experiences. The other options are examples of an 'inside out' approach, as they focus on the internal aspects of the IT organization, such as the suppliers, the technical teams, and the software tools, rather than the customer value and outcomes. References:
* ITIL and Value: Co-Creating Value in Organisations with ITIL 41
* Using ITIL to move to a service culture2
* ITIL 4 Managing Professional Transition Module
* ITIL 4 Managing Professional Transition Module - Courseware

問題 #31
Which of the following statements is included in the Improve value chain activity's purpose?

• A. Ensure a shared understanding of the improvement direction for services across the organization
• B. Ensure the continual improvement of practices across all value chain activities
• C. Ensure continual engagement and good relationships with all stakeholders
• D. Ensure services continually meet expectations for quality, costs, and time to market
  

答案：D
解題說明：
Comprehensive Explanation:
The purpose of the Improve value chain activity includes:
Ensuring the continual improvement of services, practices, and value chain activities so they meet expectations for quality, costs, and time to market.
This aligns directly with Option B.

問題 #32
......
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