ITIL-TRANSITION Online Practice Questions and Answers

What BEST describes the relationship between planning and risk?

A. Planning is a high level function, risk management is a tactical activity

B. Planning should always consider risks and how to mitigate them

C. Planning focuses on what needs to be accomplished, risk management is part of how work is to be performed

D. Risk management is the exclusive domain of dedicated risk managers

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

Which concept is PRIMARILY concerned with multiple teams moving to a cross-functional way of working?

A. Organizational structure

B. Employee satisfaction measurement

C. Working to a customer oriented mindset

D. The value of positive communications

Which can act as an operating model for an organization?

A. The four dimensions of service management

B. The service value chain

C. The ITIL guiding principles

D. Continual improvement

Which value chain activity ensures that products deliver stakeholder expectations for quality?

A. Design and transition

B. Engage

C. Obtain/build

D. Plan

Which statement about user communities is CORRECT?

A. User communities are created by service providers to investigate the cause of problems

B. Communities set up by users may be recognized and supported by service providers

C. Informal user communities should be disbanded and merged into official groups

D. Every user community should have at least one super-user

Which is a method for value-driven, data-driven and user-centered service design?

A. Stakeholder analysis

B. Balanced scorecard

C. Design thinking

D. The MoSCoW method

A software development team makes many hundreds of small changes every week. Who can BEST make the decision of whether to accept each change?

A. The IT change manager

B. The software development manager

C. The sponsor in the service consumer organization

D. The other members of the software development team

From the perspective of a service provider how does the digital product lifecycle start?

A. With the onboard mg of customers

B. With the exploration of market opportunities

C. With the co creation of value

D. With the offboarding of customers

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

A. Create a clear picture of what is changing and why it is valuable

B. Develop a value stream map of the desired future changes

C. Create corrective action plans for staff who are resistant to the change

D. Communicate areas of waste that can be eliminated

How should the seven guiding principles be combined when an organization is making a decision?

A. By using all the guiding principles equally when making any decision

B. By using the one or two guiding principles that are most relevant to the specific decision

C. By using the focus on value' principle and one or two others that are relevant to the specific decision

D. By reviewing each guiding principle to decide how relevant it is to the specific decision

A legacy financial system requires the user to manually enter the time and date of the transaction to meet regulatory requirements. A recent internal audit has shown that these fields are often blank. Which are effective controls that could improve compliance?

1.

Modify the application to automatically add the current time and date when transaction is entered

2.

Establish a communication plan to remind users of the importance of time and date on transactions

3.

Develop a goals cascade so all staff know their role in achieving company goals

4.

Create a report showing non-compliant records and take action to correct

A. 1 and 2

B. 2 and 3

C. 3 and 4

D. 1 and 4

An IT department is able to rapidly develop services that meet functional requirements. However overall satisfaction with these services is low.

Which is the BEST way to start working on developing new services while addressing issues faced by the IT department?

A. Develop a clear set of system requirements and track each of them from start to finish to ensure that the delivered service meets the stated requirements

B. Develop a clear understanding of the customers' intended goals and expectations, and track each of them from start to finish to ensure that the service supports the required outcomes

C. Involve senior management as early as possible to define requirements and help with 'organizational change management' to ensure successful implementation of the service

D. Assess and improve capabilities of IT teams prioritizing areas that are required to deliver the service in a way that meets customer expectations

An organization is designing a survey to assess the needs and expectations of its staff.

What is this an example of?

A. CI/CD

B. Integration and data sharing

C. Customer-orientation

D. Employee satisfaction management

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. Designing systems with the continual involvement of customers to ensure that any changes in requirements are understood as early as possible

D. Involving customers and users in testing activities to understand whether the service meets the customers' and users' expectations