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ITIL 4 Managing Professional Transition Sample Questions:
An organization's customers have historically been satisfied with the functionality and performance of its service. Recently, hovewer, the organization is getting complaints about both the performance of the services and areas such as sales and customer support. How BEST can the organization collect the information needed to address these complaints?
- A. Collect customer experience and service level metrics
- B. Use feedback from service reviews to assess value realization
- C. Gather customer service performance metrics and map to SLAs
- D. Conduct satisfaction surveys after service interactions
Correct Answer: A 🗳️
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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. 1 and 4
- B. 2 and 3
- C. 3 and 4
- D. 1 and 2
Correct Answer: A 🗳️
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Identify the missing word(s) in the following sentence:
The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing [?] and known errors.
- A. Events
- B. Changes
- C. Workarounds
- D. Configuration items
Correct Answer: C 🗳️
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An IT department is able to rapidly develop services that meet functional requirements. However overall satisfaction with these services is low.
Which is the BEST way to start working on developing new services while addressing issues faced by the IT department?
- A. Involve senior management as early as possible to define requirements and help with 'organizational change management' to ensure successful implementation of the service
- B. Develop a clear set of system requirements and track each of them from start to finish to ensure that the delivered service meets the stated requirements
- C. Develop a clear understanding of the customers' intended goals and expectations, and track each of them from start to finish to ensure that the service supports the required outcomes
- D. Assess and improve capabilities of IT teams prioritizing areas that are required to deliver the service in a way that meets customer expectations
Correct Answer: C 🗳️
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Which statement about the purpose of the Monitoring and Event Management practice is TRUE?
- A. Minimize the negative impact of incidents by restoring normal service operation as quickly as possible
- B. Systematically observe services and service components and record and report selected changes of state identified as events
- C. Support the agreed quality of a service by handling pre-defined service requests
- D. Maximize the number of successful changes by ensuring risks have been properly assessed
Correct Answer: B 🗳️
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