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ITIL 4 Managing Professional Transition Sample Questions (Q28-Q33):
NEW QUESTION # 28
An organization is undergoing a significant cultural change as a result of introducing Agile and DevOps practices.
How can managers use Toyota Kata to help employees adjust to these different ways of working?
- A. By encouraging the practicing of routines to unlearn old habits and learn new ones
- B. By encouraging widespread changes that involve the teams starting from scratch
- C. By creating detailed plans that predetermine how to approach large changes
- D. By making hard decisions for the teams and providing step-by-step guidance
Answer: A
NEW QUESTION # 29
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. Assess and improve capabilities of IT teams prioritizing areas that are required to deliver the service in a way that meets customer expectations
- B. 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
- C. 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
- D. Involve senior management as early as possible to define requirements and help with 'organizational change management' to ensure successful implementation of the service
Answer: C
NEW QUESTION # 30
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
- A. Progress iteratively with feedback
- B. Keep it simple and practical
- C. Focus on value
- D. Start where you are
Answer: D
NEW QUESTION # 31
Which BEST describes the primary role of a governing body?
- A. To develop and regularly review IT measures and metrics
- B. To annually review and approval of IT projects to maximize business value
- C. To establish and regularly review the goals cascade throughout the organization
- D. To establish and regularly review the effectiveness of risk management and internal controls
Answer: D
NEW QUESTION # 32
Which are elements of the service value system?
- A. Outcomes, utility, warranty
- B. Customer value, stakeholder value, organization
- C. Governance, service value chain, practices
- D. Service provision, service consumption, service relationship management
Answer: C
NEW QUESTION # 33
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