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ITIL 4 Managing Professional Transition Sample Questions (Q11-Q16):

NEW QUESTION # 11
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. Conducting customer and user satisfaction surveys to gather feedback on how customers and users perceive the support of IT services
• C. Contacting the organization's ITSM software tool provider to learn about software updates which might improve the support of the services
• D. Asking for feedback from the internal technical teams to ensure they are able to deliver against the support requirements

Answer: B

NEW QUESTION # 12
Information that is needed to resolve problems is difficult to obtain because IT staff are worried that they will be blamed for mistakes.
Which concept can MOST help to resolve this?

• A. Safety culture
• B. Agile
• C. Design thinking
• D. Valuable investments

Answer: A

NEW QUESTION # 13
Which statement is CORRECT when considering a transformation to high velocity IT?

• A. All organizations benefit from high velocity
• B. Customer-facing systems should be excluded from the change
• C. High performance is usually part of the change
• D. High-velocity IT should be applied throughout the organization

Answer: C

NEW QUESTION # 14
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. Changes in service provider and customer staff
• C. Failing to explain service provider actions that impact the customer
• D. Scheduling interactions between customer and service provider

Answer: A

NEW QUESTION # 15
A company has begun a new global line of business that has changed how IT supports the new systems. Recognizing the urgent need for two-way communication on the required changes, IT managers are trying to find better ways to obtain feedback than a standing agenda at staff meetings.
Which describes the BEST approach for establishing effective feedback channels?

• A. Research how individual teams communicate internally and use the most popular collaboration tools to collect feedback
• B. Initiate a project to select and implement a collaboration tool to facilitate two-way communication with staff
• C. Establish office hours where staff are encouraged to drop by without appointments and discuss any concerns they have
• D. Publish a printed weekly newsletter that clearly and consistently communicates change

Answer: B

NEW QUESTION # 16
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