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ITIL 4 Managing Professional Transition Sample Questions (Q17-Q22):

NEW QUESTION # 17
A large service provider with many staff has built a relationship with a customer and agreed a 10-year contract. Both organizations have shared information freely and responded to requests.
Which is MOST LIKELY to be a threat to maintaining the relationship?

  • A. Failing to deal with communication in a timely fashion
  • B. Failing to explain service provider actions that impact the customer
  • C. Changes in service provider and customer staff
  • D. Scheduling interactions between customer and service provider

Answer: A


NEW QUESTION # 18
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 maximize the number of contacts with the customer in order to enhance the service
  • C. To understand the service consumer resources required to deliver the service
  • D. To understand the interactions between the user and the service provider

Answer: D


NEW QUESTION # 19
The CIO of a large multi-national organization has noticed that the whole IT department are performing poorly. The CIO is committed to changing the behaviour patterns of their staff to improve performance across the whole IT department.
Which of the following will BEST help to improve staff behaviour?

  • A. Adopting Kanban boards to visualise the flow of work across software development teams
  • B. Running safe to fail experiments that provide learning opportunities
  • C. Comparing the cost of delay' between work items to ensure that financially valuable work is prioritized
  • D. Implementing CI/CD toots to deploy software quickly

Answer: B


NEW QUESTION # 20
Which are elements of the service value system?

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

Answer: A


NEW QUESTION # 21
Which charging mechanism could cause the price of a service to change depending on the time of day?

  • A. Cost
  • B. Cost plus
  • C. Differential charging
  • D. Market price

Answer: C


NEW QUESTION # 22
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