ITIL® 4 managing professional transitions Quiz Questions and Answers

An organization works in a highly regulated industry. A new regulation has been introduced that requires additional information to be recorded about users each time the service desk logs an incident in the service logging tool. They want to put controls in place to ensure that the regulation is followed. Which is the best approach?

Answer :
  • Update the logging tool to ensure that the minimum data required by the regulation is always recorded, and report on any deviations

When implementing a change that impacts people, at which point should ‘organizational change management’ begin?

Answer :
  • When initiating a change programme

Which is not a key focus of the ‘information and technology’ dimension?

Answer :
  • Roles and responsibilities

Which describes user-centered service design?

Answer :
  • Balancing user experience with the technical and business requirements

What is an attribute of a strategic partnership?

Answer :
  • Trust needs to be developed

What describes the nature of the guiding principles?

Answer :
  • Guiding principles can guide an organization in all circumstances

Which are the methods of measuring customer perception of IT services? 1. Service availability reports 2. Feedback from service review meetings 3. Telephone surveys 4. Service provider employee satisfaction surveys

Answer :
  • 2 and 3

Which concept is concerned with creating good working relationships with other people by considering their intellectual and emotional needs?

Answer :
  • The value of positive communications

In which circumstance would a transformation to high velocity IT be considered undesirable?

Answer :
  • An organization believes that its values and leadership style are incompatible with the change

The CIO of a large multinational organization has received complaints that work is slowing down as staff is often overwhelmed when trying to comply with controls. This is creating unintended and undesirable effects in other parts of the organization. In response, the CIO has asked their management team to ensure that existing controls are sufficient, but not excessive. What should the management team not do when identifying excessive controls?

Answer :
  • Increase the amount of data measured and reported on because the data might be needed in the future