Online Access Free ITIL-4-Transition Exam Questions

Which of the following statements about 'outcomes' is TRUE?

• A.Outcomes provide assurance to stakeholders regarding the performance of a service
• B.The delivery of products to a stakeholder is enabled by outcomes
• C.An outcome depends on at least one output to deliver a result
• D.The level of expenses regarding a technology for a service is defined by an outcome

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 on product functionality and on building new features
• C.Both focus solely on the needs and problems of the consumers
• D.Both require clearly defined requirements and acceptance criteria

Which of the following terms is more suitable to describe the functionality of a service?

• A.Outcome
• B.Utility
• C.Output
• D.Warranty

An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently.
What is the FIRST step the organization should take to start to improve the situation?

• A.Use value stream mapping to help understand the end-to-end flow of user support
• B.Encourage teams to collaborate so they can focus on value for users
• C.Review skills and competencies of user support staff to ensure they have the required capability
• D.Improve the integration of tools to ensure there are no gaps between processes

Which is the MOST LIKELY way of resolving major incidents?

• A.A support team following detailed procedures for investigating the incident
• B.The service desk identifying the cause and a resolution
• C.A temporary team working together to identify a resolution
• D.Users establishing a resolution using self-help