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ITIL 4 Managing Professional Transition Sample Questions:

1. A service provider is in a partnership relationship with a service consumer. The services provided are complex with new functionality and improvements constantly being developed using agile methods.
Which is the BEST approach for validating service value?

A) Work together to identify methods of checking service value and check that value propositions are still valid
B) Perform ad-hoc service reviews and produce reports of service outputs
C) Regularly perform user satisfaction surveys and an analysis of the costs and risks removed from the service consumer
D) Produce service level reports and an analysis of the cost and risks of service delivery

2. 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

3. An organization is designing a survey to assess the needs and expectations of its staff.
What is this an example of?

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

4. 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) 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) Ensure that all teams involved in incident resolution collaborate in the development of the policy

5. A company has begun a new global line of business that has changed how IT supports the new systems.
Recognizing the urgent need for two-way communication on the required changes, IT managers are trying to find better ways to obtain feedback than a standing agenda at staff meetings.
Which describes the BEST approach for establishing effective feedback channels?

A) Publish a printed weekly newsletter that clearly and consistently communicates change
B) Research how individual teams communicate internally and use the most popular collaboration tools to collect feedback
C) Initiate a project to select and implement a collaboration tool to facilitate two-way communication with staff
D) Establish office hours where staff are encouraged to drop by without appointments and discuss any concerns they have

Solutions:

Question # 1 Answer: A

Question # 2 Answer: A

Question # 3 Answer: D

Question # 4 Answer: D

Question # 5 Answer: B