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ITIL 4 Managing Professional Transition Sample Questions (Q26-Q31):

NEW QUESTION # 26
An organization is undergoing a significant cultural change as a result of introducing Agile and DevOps practices.
How can managers use Toyota Kata to help employees adjust to these different ways of working?

  • A. By making hard decisions for the teams and providing step-by-step guidance
  • B. By creating detailed plans that predetermine how to approach large changes
  • C. By encouraging the practicing of routines to unlearn old habits and learn new ones
  • D. By encouraging widespread changes that involve the teams starting from scratch

Answer: C


NEW QUESTION # 27
A software development team makes many hundreds of small changes every week.
Who can BEST make the decision of whether to accept each change?

  • A. The IT change manager
  • B. The other members of the software development team
  • C. The software development manager
  • D. The sponsor in the service consumer organization

Answer: B


NEW QUESTION # 28
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. Changes in service provider and customer staff
  • C. Failing to deal with communication in a timely fashion
  • D. Failing to explain service provider actions that impact the customer

Answer: C


NEW QUESTION # 29
In service relationships what is a benefit of identifying consumer roles?

  • A. It enables effective stakeholder management
  • B. It removes constraints from the customer
  • C. It provides shared service expectations
  • D. It enables a common definition of value

Answer: A


NEW QUESTION # 30
An organization is reviewing the support of its IT services.
Which is an example of an 'outside in' approach?

  • A. Conducting customer and user satisfaction surveys to gather feedback on how customers and users perceive the support of IT services
  • B. Understanding how infrastructure and application suppliers are involved in the end-to-end value chain for the support of 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: A


NEW QUESTION # 31
......

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