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ITIL 4 Managing Professional Transition Sample Questions (Q35-Q40):
NEW QUESTION # 35
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
- A. Focus on value
- B. Keep it simple and practical
- C. Start where you are
- D. Progress iteratively with feedback
Answer: C
NEW QUESTION # 36
Which describes the value driven approach to service design?
- A. An iterative approach based on frequent feedback, continual experimentation, and learning to ensure value co-creation
- B. Designing just enough features to satisfy early customers, and providing feedback for future development
- C. The practice of analyzing a business, defining its needs, and recommending solutions that create value for stakeholders
- D. A process improvement philosophy that prioritizes flow efficiency over resource efficiency
Answer: C
NEW QUESTION # 37
An organization is reviewing the support of its IT services.
Which is an example of an 'outside in' approach?
- A. Understanding how infrastructure and application suppliers are involved in the end-to-end value chain for the support of services
- B. Contacting the organization's ITSM software tool provider to learn about software updates which might improve the support of the services
- C. Asking for feedback from the internal technical teams to ensure they are able to deliver against the support requirements
- D. Conducting customer and user satisfaction surveys to gather feedback on how customers and users perceive the support of IT services
Answer: D
NEW QUESTION # 38
In an organization, a service desk team employs experienced staff who have worked there for many years and have good relationships with support teams. The organization has a good improvement culture, and staff are encouraged to use their experience and identify improvements. They are developing a new policy for handling incidents.
Which is the BEST approach for this new policy?
- A. Engage with stakeholders to ensure that as much detail as possible is included in the policy
- B. Implement the policy to the service desk staff initially before informing other affected support teams
- C. Ensure that any identified exceptions are excluded from the policy to improve clarity
- D. Ensure that all teams involved in incident resolution collaborate in the development of the policy
Answer: D
NEW QUESTION # 39
An organization is designing a survey to assess the needs and expectations of its staff.
What is this an example of?
- A. CI/CD
- B. Employee satisfaction management
- C. Customer-orientation
- D. Integration and data sharing
Answer: B
NEW QUESTION # 40
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