Online Access Free ITIL-4-Transition Exam Questions

Which statement about user communities is CORRECT?

• A.User communities are created by service providers to investigate the cause of problems
• B.Informal user communities should be disbanded and merged into official groups
• C.Communities set up by users may be recognized and supported by service providers
• D.Every user community should have at least one super-user

Which are elements of the service value system?

• A.Customer value, stakeholder value, organization
• B.Service provision, service consumption, service relationship management
• C.Governance, service value chain, practices
• D.Outcomes, utility, warranty

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.An information model
• C.Swarming
• D.Service integration and management

Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?

• A.Service configuration management
• B.Deployment management
• C.IT asset management
• D.Change enablement

Which is a method for value-driven, data-driven and user-centered service design?

• A.Design thinking
• B.Balanced scorecard
• C.Stakeholder analysis
• D.The MoSCoW method