ITIL ITIL 4 Managing Professional ITIL-4-Transition

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ITIL ITIL 4 Managing Professional ITIL-4-Transition ITIL 4 Managing Professional Transition Exams

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ITIL ITIL-4-Transition Exam Syllabus Topics:

Reference: https://www.peoplecert.org/browse-certifications/it-governance-and-service-management/ITIL-1/itil-4-mp-transition-2709

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ITIL 4 Managing Professional Transition Sample Questions:

Question #1
What do design thinking and service-dominant logic have in common?

A. Both require clearly defined requirements and acceptance criteria
B. Both involve collaborating with customers to ensure their needs are met
C. Both focus on product functionality and on building new features
D. Both focus solely on the needs and problems of the consumers

Question #2
Which of the following terms is more suitable to describe the functionality of a service?

A. Warranty
B. Utility
C. Output
D. Outcome

Question #3
An organization's customers have historically been satisfied with the functionality and performance of its service. Recently, hovewer, the organization is getting complaints about both the performance of the services and areas such as sales and customer support. How BEST can the organization collect the information needed to address these complaints?

A. Gather customer service performance metrics and map to SLAs
B. Use feedback from service reviews to assess value realization
C. Conduct satisfaction surveys after service interactions
D. Collect customer experience and service level metrics

Question #4
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 number of hours worked by service desk employees
D. Measuring and reporting the cost of providing a service to customers and users

Question #5
Which concept is PRIMARILY concerned with multiple teams moving to a cross-functional way of working?

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

Solutions: