Questions for the ITIL 4 TRANSITION were updated on : Dec 01 ,2025
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Question 1
An organization wants to become more efficient by reducing the amount of unnecessary work they do. Which approach would be MOST helpful?
A. Site reliability engineering
B. Lean OK
C. Safety culture
D. DevOps
Answer:
B
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Question 2
What do Lean and Agile consider a barrier to high performance?
A. Large batch sizes of work
B. Pulling versus pushing work
C. Making work visible
D. Limiting work-in-progress
Answer:
A
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Question 3
An organization wants to introduce a new service. There are many teams that will contribute to the design, development and transition of the service. Which approach should the organization follow when creating a value stream for this new service?
A. Create one value stream for the entire project, to enable and end-to-end, holistic vision of the service
B. Create separate value streams for practices, people, tools and suppliers, to ensure that 'four dimensions' are considered equally
C. Create separate value streams for every project phase, to ensure that each milestone is achieved in a Agile manner
D. Create one value stream for each team, to allow the teams to focus on their different objectives
Answer:
A
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Question 4
A designer has been asked by an organization to design a new office chair. The designer has proposed a plant that they have been asked to validate. In 'design thinking', what should the designer do to BEST validate the plan
A. Ask the user to communicate their needs for the chair
B. Ask the user to provide feedback on a prototype of the chair
C. Adopt the user's point of view of using the chair
D. Decide for the user what is important for the chair
Answer:
B
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Question 5
Which describes the customer journey?
A. The actions that the user undertakes to be able to use the service
B. The end-to-end experience customers have with service providers
C. The actions that the service provider takes to attract new customers
D. The experience the service user gets from the service provider
Answer:
B
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Question 6
A service support agents adjusts support actions following a call form a frustrated user. Which concept describes this behavior?
A. Team Culture
B. Customer orientation
C. Positive communication
D. Employee satisfaction management
Answer:
B
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Question 7
An organization has IT divisions distributed globally. As the organization has grown, it has become difficult to align the activities of the IT divisions with the organization 's objectives How can the organization ensure that all IT activities are aligned with the organization 's objectives?
A. Priories risk mitigation strategies in alignment with the organization 's risk appetite
B. Put compliance controls in place to ensure that all centers of expertise are following the same practices
C. Collect feedback from both organizational and IT leadership from each region
D. Establish increasingly detailed objectives at each level of the organization that align directly with the objectives of the layer above
Answer:
D
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Question 8
Which two stakeholders co-create value in the service relationship?
A. The consumer and provider
B. The provider and supplier
C. The investor and consumer
D. The investor and supplier
Answer:
A
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Question 9
A software development team is intending to develop many new applications and services. They will need contributions from various practices to achieve this. How should these activities be combined?
A. A value stream should be designed to include activities from all practices that are needed
B. The software development manager should define requirements for all practices and ensure that they contribute to the over all service
C. Each pratice should define the outputs it will produce and the required inputs it needs to succeed
D. Practices should operate as suppliers to each other, using guidance form the 'supplier management' practice
Answer:
A
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Question 10
A customer is retiring a service and has terminated the contract for the service with the service provider. The service provider will continue to deliver other services to the customer. Which should the service provider include in the plans to off board the service?
A. Ensuring that user access rights are revoked for all services
B. Providing information to users about how to contact the service desk
C. Creating training schedules for users on how to use the service
D. Identifying and making request for outstanding payments for the service
Answer:
D
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Question 11
What is the MOST LIKELY reason for an organization to delay a transformation to high velocity?
A. The organization is not ready for a cultural change
B. The organization is facing rapidly changing customer needs
C. The organization needs high levels of IT service availability
D. The organization needs to maintain high levels of information security
Answer:
A
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Question 12
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. Collect customer experience and service level metrics
B. Use feedback from service reviews to assess value realization
C. Gather customer service performance metrics and map to SLAs
D. Conduct satisfaction surveys after service interactions
Answer:
A
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Question 13
An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently. What is the FIRST step the organization should take to start to improve the situation?
A. Review skills and competencies of user support staff to ensure they have the required capability
B. Improve the integration of tools to ensure there are no gaps between processes
C. Use value stream mapping to help understand the end-to-end flow of user support
D. Encourage teams to collaborate so they can focus on value of users
Answer:
C
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Question 14
What is the expected outcome from using a service value chain?
A. Value realization
B. Customer engagement
C. Service value streams
D. The application of practices
Answer:
A
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Question 15
An organization is compiling information about how a new service will be used. It is considering how each set of stakeholders will experience the service. In the past, the suppliers have been unreliable, so the organization wants to identify the main risks and dependencies for the introduction of the service. What is this an example of?