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ITIL 4 Managing Professional Transition Sample Questions (Q11-Q16):

NEW QUESTION # 11
Which is an example of results-based measurement and reporting?

• A. Measuring and reporting the cost of providing a service to customers and users
• B. Measuring and reporting the customer satisfaction with closed incidents
• C. Measuring and reporting the number of supplier-related interruptions to a service
• D. Measuring and reporting the number of hours worked by service desk employees

Answer: B
NEW QUESTION # 12
From the perspective of a service provider how does the digital product lifecycle start?

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

Answer: C
NEW QUESTION # 13
An organization is planning to communicate information about a new improvement initiative by providing information on the IT portal, sending emails, and holding meetings with affected groups.
Which communication principle are they applying?

• A. Communication is a two-way process
• B. There is no single method of communicating
• C. We are all communicating all the time
• D. Timing and frequency matter

Answer: B
NEW QUESTION # 14
What do design thinking and service-dominant logic have in common?

• A. Both involve collaborating with customers to ensure their needs are met
• B. Both focus solely on the needs and problems of the consumers
• C. Both focus on product functionality and on building new features
• D. Both require clearly defined requirements and acceptance criteria

Answer: A
NEW QUESTION # 15
An organization is implementing new technology that will significantly improve how they interact with their customers.
Which term BEST describes this situation?

• A. Digital transformation
• B. IT transformation
• C. Digital organization
• D. High velocity IT

Answer: A
NEW QUESTION # 16
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