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ITIL 4 Managing Professional Transition Sample Questions (Q31-Q36):

NEW QUESTION # 31
A large service provider with many staff has built a relationship with a customer and agreed a 10-year contract. Both organizations have shared information freely and responded to requests.
Which is MOST LIKELY to be a threat to maintaining the relationship?

• A. Failing to explain service provider actions that impact the customer
• B. Changes in service provider and customer staff
• C. Failing to deal with communication in a timely fashion
• D. Scheduling interactions between customer and service provider

Answer: C
NEW QUESTION # 32
Which is included in onboarding?
1. Negotiating service targets with customers
2. Building awareness of the new consumer
3. Ensuring resources are prepared for service provision
4. Designing the service components and infrastructure

• A. 1 and 4
• B. 3 and 4
• C. 1 and 2
• D. 2 and 3

Answer: D
NEW QUESTION # 33
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. Ensure that all teams involved in incident resolution collaborate in the development of the policy
• C. Engage with stakeholders to ensure that as much detail as possible is included in the policy
• D. Ensure that any identified exceptions are excluded from the policy to improve clarity

Answer: B
NEW QUESTION # 34
From the perspective of a service provider how does the digital product lifecycle start?

• A. With the offboarding of customers
• B. With the co creation of value
• C. With the exploration of market opportunities
• D. With the onboard mg of customers

Answer: C
NEW QUESTION # 35
Which value chain activity ensures that products deliver stakeholder expectations for quality?

• A. Obtain/build
• B. Engage
• C. Design and transition
• D. Plan

Answer: C
NEW QUESTION # 36
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