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ITIL 4 Managing Professional Transition Sample Questions:

1. An organization is reviewing the support of its IT services.
Which is an example of an 'outside in' approach?

A) Conducting customer and user satisfaction surveys to gather feedback on how customers and users perceive the support of IT services
B) Contacting the organization's ITSM software tool provider to learn about software updates which might improve the support of the services
C) Asking for feedback from the internal technical teams to ensure they are able to deliver against the support requirements
D) Understanding how infrastructure and application suppliers are involved in the end-to-end value chain for the support of services

2. 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) 3 and 4
B) 2 and 3
C) 1 and 2
D) 1 and 4

3. Which statement about user communities is CORRECT?

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

4. A web hosting provider has decided to apply more of a 'shift left' approach to service support. The provider knows that users like video tutorials as well as communicating via instant messaging and social networks.
What should the service provider use to expand how users access support and improve the user experience?

A) Service interaction method
B) Service level management
C) Benefits dependency network
D) Omnichannel management

5. What do design thinking and service-dominant logic have in common?

A) Both require clearly defined requirements and acceptance criteria
B) Both involve collaborating with customers to ensure their needs are met
C) Both focus solely on the needs and problems of the consumers
D) Both focus on product functionality and on building new features

Solutions:

Question # 1 Answer: A

Question # 2 Answer: D

Question # 3 Answer: C

Question # 4 Answer: D

Question # 5 Answer: B