ITIL ITIL-4-Transition Practice Test Questions Answers

The best way to start working on developing new services while addressing the issues faced by the IT department is to 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. This is because ITIL 4 emphasizes the importance of co-creating value with customers and focusing on the outcomes that they need and want, rather than just the outputs that the service provider delivers1. By understanding the customers’ goals and expectations, the IT department can design and deliver services that are aligned with the customer’s needs, preferences, and context, and that provide value for both parties2. Moreover, by tracking the customers’ goals and expectations throughout the service lifecycle, the IT department can ensure that the service remains relevant, effective, and efficient, and that any changes or improvements are based on customer feedback and satisfaction3.

Developing a clear set of system requirements and tracking each of them from start to finish to ensure that the delivered service meets the stated requirements (option A) is not the best way to start working on developing new services, because it focuses on the functional aspects of the service, rather than the outcomes that the customer values. System requirements are the specifications of what the service should do, but they do not necessarily reflect the customer’s needs, wants, and context. Therefore, a service that meets the system requirements may not meet the customer’s expectations or provide value for them4.

Involve senior management as early as possible to define requirements and help with ‘organizational change management’ to ensure successful implementation of the service (option C) is not the best way to start working on developing new services, because it does not involve the customer in the service design and delivery process. Senior management may have a different perspective and agenda than the customer,and may not fully understand the customer’s goals and expectations. Therefore, involving senior management alone may not result in a service that meets the customer’s needs or provides value for them. Moreover, organizational change management is a process that helps the organization adapt to changes in the internal or external environment, but it does not necessarily address the issues faced by the IT department in developing new services.

Assess and improve capabilities of IT teams prioritizing areas that are required to deliver the service in a way that meets customer expectations (option D) is not the best way to start working on developing new services, because it assumes that the IT department already knows what the customer expects from the service. However, without developing a clear understanding of the customer’s goals and expectations, the IT department may not be able to identify the areas that need improvement or the capabilities that are required to deliver the service in a way that meets customer expectations. Therefore, assessing and improving capabilities of IT teams is a secondary step that should follow after developing a clear understanding of the customer’s goals and expectations.

Therefore, the best way to start working on developing new services while addressing the issues faced by the IT department is to 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.

References: 1: ITIL 4 Foundation, page 4 2: ITIL 4 Foundation, page 6 3: ITIL 4 Foundation, page 8 4: ITIL 4 Foundation, page 9 : ITIL 4 Foundation, page 10 : ITIL 4 Foundation, page 11 : ITIL 4 Foundation, page 12

Value stream mapping is a lean tool that documents the step-by-step processes required to bring a product or service to market. It helps visualize, analyze, and improve all the steps involved by identifying waste and reducing process cycle times. The ultimate goal of VSM is to create more value for customers while improving overall efficiency1. An organization that receives a high volume of calls from users complaining that their issues are not being resolved efficiently should use value stream mapping to help understand the end-to-end flow of user support. By laying out each step in detail within the user support process, VSM helps the organization better understand and more easily identify optimization opportunities. VSM also helps the organization see more than waste in their user support process, including the sources of waste, the value-adding and non-value-adding activities, the material and information flow, and the decisions that affect the flow2. Using value stream mapping, the organization can create a current state map that shows the actual condition of the user support process, and a future state map that shows the target image of how the user support process should work after making improvements. VSM also forms the basis of an implementation plan, a blueprint for improvement, that helps the organization design how the whole user supportprocess should operate2. Therefore, using value stream mapping is the first step the organization should take to start to improve the situation. References:

Understanding the Fundamentals of Value-Stream Mapping

Value stream mapping: Examples, process, template, and symbols

The correct answer is D. Identifying and making request for outstanding payments for the service. This is because the service provider should ensure that the financial obligations of the customer are fulfilled before the service is terminated. The service provider should also update the billing and accounting records, and close any open invoices or disputes related to the service12.

A. Ensuring that user access rights are revoked for all services is not the correct answer, because the service provider should only revoke the user access rights for the service that is being retired, not for all services. The service provider should also ensure that the customer data and assets related to the service are securely deleted or transferred, and that the service provider staff are reassigned or released12.

B. Providing information to users about how to contact the service desk is not the correct answer, because the service desk is not relevant for the service that is being retired. The service provider should provide information to users about how to access alternative or replacement services, if any, and how to provide feedback or complaints about the service retirement process12.

C. Creating training schedules for users on how to use the service is not the correct answer, because the service is being retired, not introduced. The service provider should not invest any resources or efforts in training users on how to use a service that will no longer be available. The service provider should instead focus on communicatingthe service retirement plan and timeline, and managing the expectations and emotions of the users12. References:

ITIL 4 Managing Professional Transition Module Sample Paper - English, page 10, question 3, answer D

ITIL 4 Managing Professional Transition Module Candidate Syllabus - English, page 11, learning outcome 1.5

Limiting work-in-progress (WIP) is a technique that involves setting a maximum number of tasks that can be in progress at any given stage of the workflow. This helps to reduce the amount of time that tasks spend waiting in queues, which improves the flow of work and reduces the lead time. Limiting WIP also encourages the team to focus on completing the tasks that are already started, rather than starting new ones, which improves the quality and value of the work. Limiting WIP is a key practice of Kanban, which is one of the methods covered in the ITIL 4 Managing Professional Transition module. References:

Limiting Work in Progress (WIP) in Scrum with Kanban - What / When / Who / How

The Surprising Impact of Limiting Work in Progress on the Flow of Work …

The correct answer is B because planning is the process of defining and organizing the activities and resources needed to achieve the objectives of a service or product. Planning should always consider the risks that may affect the delivery of value, and how to mitigate them. Risk management is the practice of identifying, analyzing, evaluating, and treating uncertainties that could prevent the achievement of goals or objectives. Risk management is an integral part of planning, as well as other service management practices, such as governance, continual improvement, and change control.

The other options are not correct because they do not describe the relationship between planning and risk accurately. Option A is wrong because planning and risk management are both strategic and tactical functions, depending on the scope and level of detail. Option C is wrong because planning does not only focus on what needs to be accomplished, but also how, when, who, and why. Risk management is not just part of how work is to be performed, but also why and what. Option D is wrong because risk management is not the exclusive domain of dedicated risk managers, but a shared responsibility of all stakeholders involved in service management.

References:

ITIL 4 Managing Professional Transition Module Sample Paper - English, Question 2, Page 5

ITIL 4 Managing Professional: Transition Module | Axelos, Section “What is the ITIL 4 Managing Professional Transition Module?”, Paragraph 3

ITIL® 4 Managing Professional Transition Course Online - Simplilearn, Section “Course Overview”, Paragraph 2

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.1, Page 54

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.2, Page 55

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.3, Page 56

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.4, Page 57

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.5, Page 58

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.6, Page 59

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.7, Page 60

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.8, Page 61

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.9, Page 62

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.10, Page 63

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.11, Page 64

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.12, Page 65

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.13, Page 66

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.14, Page 67

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.15, Page 68

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.16, Page 69

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.17, Page 70

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.18, Page 71

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.19, Page 72

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.20, Page 73

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.21, Page 74

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.22, Page 75

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.23, Page 76

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.24, Page 77

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.25, Page 78

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.26, Page 79

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.27, Page 80

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.28, Page 81

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.29, Page 82

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.30, Page 83

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.31, Page 84

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.32, Page 85

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.33, Page 86

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.34, Page 87

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.35, Page 88

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.36, Page 89

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.37, Page 90

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.38, Page 91

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.39, Page 92

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.40, Page 93

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.41, Page 94

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.42, Page 95

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.43, Page 96

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.44, Page 97

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.45, Page 98

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.46, Page 99

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.47, Page 100

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.48, Page 101

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.49, Page 102

[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.50,