ITIL® 4 managing professional transitions Quiz Questions and Answers

Which practice forms a link between the service provider and the user of the services?

Answer :
  • Service desk

Which practice uses techniques such as SWOT analysis, balanced scorecard, and maturity assessments?

Answer :
  • Continual management

What does ‘change control’ primarily focus on?

Answer :
  • Changes to products and services

Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?

Answer :
  • Focus on value

Which value chain activity communicates the current status of all four dimensions of service management?

Answer :
  • Plan

Which dimension of service management considers governance, management, and communication?

Answer :
  • Organizations and people

Which joint activity performed by a service provider and service consumer ensures continual value co-creation?

Answer :
  • Service relationship management

Which is intended to help an organization adopt and adapt ITIL guidance?

Answer :
  • The guiding principles

What form of organizational structure arranges resources based on control, lines of authority or technical domain?

Answer :
  • Functional structure

Which approach enables a greater proportion of incidents to be resolved by frontline staff, rather than by second-line staff?

Answer :
  • Shift-left