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ITIL® 4 managing professional transitions Quiz Questions and Answers

Answer :
  • Safety culture

Explanation :

Having an environment where staff is allowed to experiment or make mistakes as they strive for excellence and improvement is key to innovation. “Safety culture: A climate in which people are comfortable being (and expressing) themselves”. “It is therefore crucial that things like not blaming people and treating failures as improvement opportunities are more than espoused corporate value. In HVIT environments, it is crucial that people feel able to share their opinions and experiment with improvement without the fear of judgement or embarrassment”.
Answer :
  • Shift-left

Explanation :

Shift-left is an integrated approach to improving the flow, efficiency, and effectiveness of work. It is used to move the delivery of work toward the optimum team or person with the aim of improving lead times, resolution times, customer satisfaction, and efficiency. In development environments, this means moving bug-fixing activities to the frontline of build and test teams earlier in the lifecycle. In support environments, repair or problem-solving activities can be moved from the higher-level technical teams to generalist frontline teams.
Answer :
  • Increase revenue by introducing a new range of services

Explanation :

Strategies are high level approaches to achieving objectives. This answer encapsulates the objective of increasing revenue and links it to the plan to introduce new services. The tactics and operational plans in the question will contribute to this strategy. "These levels are, at a minimum, strategic, tactical, and operational. The three levels should be closely linked to each other and to the organizational objectives ". A strategy is "a broad approach or course of action defined by an organization for achieving its objectives ".
Answer :
  • Using the response and fix times from the organization's hardware vendor to drive incident resolutions times for the customers

Explanation :

The “Focus on value” guiding principle enables us to know that whatever organizations do must directly or indirectly create value. This example does not reflect the value or ‘outside–in’ thinking approach, an organization as a vendor is to determine customer-related objectives. “Adopting a customer-orientated strategy is key to success. Mapping customer journeys through the help of value streams involves looking at the whole end-to-end experience of the service organization, as seen from the customer or user’s perspective”.
Answer :
  • Increase the amount of data measured and reported on, as the data might be needed in the future

Explanation :

Measurement and reporting should be based on relevant data that drives value and to make informed decisions. This is why the “focus on value” guiding principle is key to identifying the right metric to measure the data required for business decisions. “ The purpose of the measurement and reporting practice is to support good decision-making and continual improvement by reducing uncertainty. This is achieved by collecting relevant data and assessing it in appropriate contexts”.
Answer :
  • Enable the staff to provide feedback via formal channels and create a dialogue with management

Explanation :

One of the key elements for a company’s successful strategy implementation is employee feedback. Feedback provides an employee the opportunity to voice their concerns and suggestions. “Because communication is a two-way process, as well as actively eliciting feedback, is important to ensure that static feedback channels are available and known to stakeholders”. Management should ensure that all feedback gets a response to encourage continued feedback and engagement
Answer :
  • Risk management

Explanation :

Having a holistic view of the risks and analyzing them during improvement projects will help to identify the potential risks that could impact the project and put risk treatment or mitigation in place. “The purpose of the risk management practice is to ensure that the organization understands and effectively handles risks. Managing risk is essential to ensuring the ongoing sustainability of an organization and creating value for its customers”.
Answer :
  • The culture of continual improvement

Explanation :

An organization with a culture of continual improvement allows employees to experiment and discover a better way of working that enhances process improvement and efficiency. “A culture of continual improvement is important because it improves customer experience, embeds good practice, reduces costs, improves operational efficiency, develops employee experiences, accelerates delivery, removes waste and repetitive tasks, and reduces risk.
Answer :
  • Co-created value

Explanation :

“The co-created value objective involves co-creating value from digital products through the close collaboration of the service provider and the service consumer”. “Co-created value is about the service consumer using the service provider’s products and service effectively and benefiting from their utility and warranty”. “Users, therefore, have to understand the digital products and information, and their uses in their context”.
Answer :
  • By helping to reinforce the value of the improvement through regular communication and leadership support

Explanation :

Organizational change management (OCM) practice is one of the key components in ensuring that changes in an organization are smoothly and successfully implemented. To sustain improvement or change in an organization; “Organizational change management seeks to continually reinforce the value of the change through regular communication, addressing any impacts and consequences of the change, and the support of sponsors and leaders