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ITIL 4 Managing Professional Transition Sample Questions (Q88-Q93):

NEW QUESTION # 88
An organization supports the users of its services using a tiered structure. There are many specialists in the second- and third-line resolution teams who have worked for the organization for a long time. The organization is in the process of deploying many changes to services. This is likely to result in a large number of complex incidents. In addition, there are long backlogs of work for the second and third-line resolution teams to complete.
Which is the BEST approach or technique to resolve this situation?

A. Machine learning
B. Swarming
C. An information model
D. Service integration and management

Answer: B

NEW QUESTION # 89
An organization supports the users of its services using a tiered structure. There are many specialists in the second- and third-line resolution teams who have worked for the organization for a long time. The organization is in the process of deploying many changes to services. This is likely to result in a large number of complex incidents. In addition, there are long backlogs of work for the second and third-line resolution teams to complete.
Which is the BEST approach or technique to resolve this situation?

A. Machine learning
B. Swarming
C. An information model
D. Service integration and management

Answer: B

Explanation:
Explanation
Swarming is a technique to more effectively resolve complicated and complex issues, which typically require more than one person or group to complete an activity effectively1. Swarming involves stakeholders working together to resolve the issue, rather than escalating it through a tiered structure2. Swarming can reduce the time toresolution, improve the customer experience, and enhance the knowledge sharing and collaboration among the support teams3. Swarming is also a concept used in Agile and DevOps methodologies, which are part of the ITIL 4 framework4.
Service integration and management (SIAM) is a management methodology that can help coordinate multiple service providers and ensure consistent and seamless service delivery to the customers. However, SIAM is not a technique to resolve complex incidents within an organization, but rather a way to manage the relationships and interactions among different service providers.
Machine learning is a branch of artificial intelligence that enables systems to learn from data and improve their performance without explicit programming. Machine learning can help automate some aspects of service management, such as incident classification, routing, and resolution. However, machine learning is not a technique to resolve complex incidents that require human intervention and collaboration.
An information model is a representation of concepts, relationships, constraints, rules, and operations to specify the semantics of something. An information model can help define and structure the data and information used in service management, such as configuration items, incidents, problems, changes, etc.
However, an information model is not a technique to resolve complex incidents, but rather a way to organize and manage the information.
Therefore, the best approach or technique to resolve the situation described in the question is swarming.
References: 1: ITIL 4 Foundation, page 77 2: ITIL 4 & swarming - finding the right people & process | Axelos 3: Swarming vs Tiered Support Models Explained - BMC Software 4: ITIL 4 Specialist: Create, Deliver and Support, page 33 : ITIL 4 Foundation, page 81 : ITIL 4 Specialist: High-Velocity IT, page 36 :
ITIL 4 Specialist: High-Velocity IT, page 37 : ITIL 4 Foundation, page 83 : ITIL 4 Specialist: Create, Deliver and Support, page 35

NEW QUESTION # 90
An organization is planning to communicate information about a new improvement initiative by providing information on the IT portal, sending emails, and holding meetings with affected groups.
Which communication principle are they applying?

A. Communication is a two-way process
B. Timing and frequency matter
C. There is no single method of communicating
D. We are all communicating all the time

Answer: C

Explanation:
The communication principle that the organization is applying is that there is no single method of communicating that works for everyone. Different communication methods have different advantages and disadvantages, and different audiences may prefer or respond better to different modes of communication. By providing information on the IT portal, sending emails, and holding meetings with affected groups, the organization is using a variety of communication methods to maximize their reach and effectiveness. They are also ensuring that the information is consistent and clear across all channels, and that they can receive feedback and questions from the stakeholders. This communication principle is one of the five principles of good communication based on ITIL 4 concepts1, and it is also related to the ITIL 4 guiding principle of collaborate and promote visibility2, which emphasizes the importance of sharing information and knowledge across the organization and with external partners. References:
* Using ITIL's concepts: 5 principles of good communication1
* The 7 ITIL 4 Guiding Principles: Explained in Detail2

NEW QUESTION # 91
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. Valuable investments
B. Agile
C. Safety culture
D. Design thinking

Answer: C

Explanation:
Safety culture is a concept that refers to the shared beliefs, perceptions, and values in relation to risks within an organization. A safety culture encourages people to be open and honest about their mistakes, learn from them, and improve their performance. A safety culture also fosters trust, collaboration, and visibility among IT staff, which can help to obtain the information needed to resolve problems. According to ITIL 4, safety culture aligns with the guiding principle of "collaborate and promote visibility", which states that "working together across boundaries produces results that have greater buy-in, more relevance to objectives, and increased likelihood of long-term success" 1. Safety culture is also one of the key elements of the high- velocity IT approach, which aims to enable organizations to thrive in the digital era 23. References:
* ITIL 4 Information security and risk management practices: embedding safety culture and behaviour
* Safety cultures and happy employees
* The importance of Safety Culture in the success of IT

NEW QUESTION # 92
Which can act as an operating model for an organization?

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

Answer: A

Explanation:
Explanation
The correct answer is B. The service value chain because it is the core component of the ITIL 4 service management framework that describes how an organization orchestrates its IT capabilities to achieve its strategic objectives. The service value chain is an operating model that covers all the key activities to flexibly manage products and services1. It consists of six interconnected value chain activities: plan, improve, engage, design and transition, obtain/build, and deliver and support2.
Option A is not correct because the four dimensions of service management are not an operating model, but rather a holistic perspective that should be considered for the effective and efficient facilitation of value co-creation2. The four dimensions are: organizations and people, information and technology, partners and suppliers, and value streams and processes2.
Option C is not correct because the ITIL guiding principles are not an operating model, but rather a set of recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure2. The ITIL guiding principles are: focus on value, start where youare, progress iteratively with feedback, collaborate and promote visibility, think and work holistically, keep it simple and practical, and optimize and automate2.
Option D is not correct because continual improvement is not an operating model, but rather a recurring organizational activity performed at all levels to ensure that an organization's performance continually meets stakeholders' expectations2. Continual improvement is based on the continual improvement model, which consists of four steps: what is the vision, where are we now, where do we want to be, and how do we get there2.
References: : ITIL 4 Models - A New Operating Model in ITIL 4 - KnowledgeHut : ITIL 4 Managing Professional Transition Course Online - Simplilearn

NEW QUESTION # 93
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