PeopleCert ITIL-4-Transition Exam Actual Questions

Name: ITIL 4 Managing Professional Transition
Brand: QA4Exam
SKU: ITIL-4-Transition
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The questions for ITIL-4-Transition were last updated on Oct 2, 2024.

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Question No. 1

A service support agents adjusts support actions following a call form a frustrated user. Which concept describes this behavior?

ATeam Culture

BCustomer orientation

CPositive communication

DEmployee satisfaction management

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Correct Answer: B

Question No. 2

Which describes the customer journey?

AThe actions that the user undertakes to be able to use the service

BThe end-to-end experience customers have with service providers

CThe actions that the service provider takes to attract new customers

DThe experience the service user gets from the service provider

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Correct Answer: B

Question No. 3

A designer has been asked by an organization to design a new office chair. The designer has proposed a plant that they have been asked to validate. In 'design thinking', what should the designer do to BEST validate the plan

AAsk the user to communicate their needs for the chair

BAsk the user to provide feedback on a prototype of the chair

CAdopt the user's point of view of using the chair

DDecide for the user what is important for the chair

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Correct Answer: B

Question No. 4

An organization wants to introduce a new service. There are many teams that will contribute to the design, development and transition of the service. Which approach should the organization follow when creating a value stream for this new service?

ACreate one value stream for the entire project, to enable and end-to-end, holistic vision of the service

BCreate separate value streams for practices, people, tools and suppliers, to ensure that 'four dimensions' are considered equally

CCreate separate value streams for every project phase, to ensure that each milestone is achieved in a Agile manner

DCreate one value stream for each team, to allow the teams to focus on their different objectives

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Correct Answer: A

Question No. 5

What do Lean and Agile consider a barrier to high performance?

ALarge batch sizes of work

BPulling versus pushing work

CMaking work visible

DLimiting work-in-progress

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Correct Answer: A

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