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ITIL 4 Managing Professional Transition Sample Questions (Q22-Q27):

NEW QUESTION # 22
Which can act as an operating model for an organization?

• A. The four dimensions of service management
• B. Continual improvement
• C. The ITIL guiding principles
• D. The service value chain

Answer: D

NEW QUESTION # 23
What BEST describes the relationship between planning and risk?

• A. Risk management is the exclusive domain of dedicated risk managers
• B. Planning is a high level function, risk management is a tactical activity
• C. Planning focuses on what needs to be accomplished, risk management is part of how work is to be performed
• D. Planning should always consider risks and how to mitigate them

Answer: D

NEW QUESTION # 24
Which is an example of results-based measurement and reporting?

• A. Measuring and reporting the customer satisfaction with closed incidents
• B. Measuring and reporting the number of supplier-related interruptions to a service
• C. Measuring and reporting the cost of providing a service to customers and users
• D. Measuring and reporting the number of hours worked by service desk employees

Answer: A

NEW QUESTION # 25
Which concept is PRIMARILY concerned with multiple teams moving to a cross-functional way of working?

• A. The value of positive communications
• B. Employee satisfaction measurement
• C. Working to a customer oriented mindset
• D. Organizational structure

Answer: D

NEW QUESTION # 26
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. Scheduling interactions between customer and service provider
• B. Failing to explain service provider actions that impact the customer
• C. Failing to deal with communication in a timely fashion
• D. Changes in service provider and customer staff

Answer: C

NEW QUESTION # 27
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