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ITIL 4 Managing Professional Transition Sample Questions (Q21-Q26):

NEW QUESTION # 21
An organization's lead times and the flow of tasks across value streams are being impacted because tasks often sit waiting in queues.
Which technique can be used to overcome this challenge?

  • A. Introducing a push system
  • B. Increasing batch sizes
  • C. Limiting work-in-progress
  • D. Clarifying definition of done'

Answer: C
NEW QUESTION # 22
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 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
  • C. Assess and improve capabilities of IT teams prioritizing areas that are required to deliver the service in a way that meets customer expectations
  • D. 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

Answer: B
NEW QUESTION # 23
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. We are all communicating all the time
  • B. There is no single method of communicating
  • C. Timing and frequency matter
  • D. Communication is a two-way process

Answer: B
NEW QUESTION # 24
An organization supports the users of its services using a tiered structure. There are many specialists in the second- and third-line resolution teams who have worked for the organization for a long time. The organization is in the process of deploying many changes to services. This is likely to result in a large number of complex incidents. In addition, there are long backlogs of work for the second and third-line resolution teams to complete.
Which is the BEST approach or technique to resolve this situation?

  • A. Machine learning
  • B. Swarming
  • C. Service integration and management
  • D. An information model

Answer: B
NEW QUESTION # 25
Which is a purpose of the customer journey?

  • A. To maximize the co-creation of value from both an outcome and experience perspective
  • B. To understand the service consumer resources required to deliver the service
  • C. To maximize the number of contacts with the customer in order to enhance the service
  • D. To understand the interactions between the user and the service provider

Answer: D
NEW QUESTION # 26
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