ITIL 4 - MP transition - Sample paper 1 QUESTIONS AND ANSWERS GRADE A+ GUARANTEED

An organization has launched a new service and has mistakenly assumed that the service desk staff are aware of the change and are ready to support the new service. What would help to address this situation? A. Team collaboration and integration B. IT and service management tools C. CI/CD D. Working to a customer-orientated mindset A Which is an example of team collaboration? A. Working with others to achieve individual goals B. Installing technology to facilitate communication among team members C. Working together to achieve a shared organizational objective D. Aligning individual and group goals and KPIs C What does a digital organization have to do to create or maintain a competitive advantage? A. Market and sell existing products and services to new customers B. Deliver innovative new products and services quickly and reliably C. Provide multiple, integrated support channels for products and services D. Change the way that the IT function develops products and services B An organization has a 'failure is not an option' culture. As a result, it is common for employees to hide mistakes. Which would BEST help this organization adopt a more open and trusting environment where people don't blame each other for failures? A. Safety culture B. Relationship management C. Service-dominant logic D. Cynefin A A stock trading company uses Artificial Intelligence (AI) to analyse markets and suggest investment strategies. The IT staff work long hours under pressure to manage the algorithms required. An increasing number of errors are occurring, and staff are disagreeing and blaming each other. What approach should be taken to improve the situation? A. Reinforce trust behaviour by fostering a safe environment in which to voice opinions and resolve issues B. Introduce chaos engineering to proactively detect errors in the algorithms C. Design a new value stream that ensures errors cannot be introduced D. Reduce the number of algorithm changes so that IT staff have more time to spend on each one A A service provider is setting up user engagement channels for a new service and is proposing the use of social media for user support. Which is the CORRECT combination of a challenge and solution when using social media? A. A challenge is users making mistakes with self-help; the solution is to provide better training to technical staff B. A challenge is the regulatory constraints of using video diagnostics; the solution is to discuss the benefits with customers C. A challenge is the multiple channels that should be monitored; the solution is to use specialized systems to integrate responses D. A challenge is the constraints regarding handling personal information; the solution is to use chatbots to improve support C An organization that has a hierarchical structure is reviewing its project management practice and is considering the various ways to introduce a new or changed service. Which is an advantage of an agile approach? A. The ability to focus on increasing speed to market and making changes in line with business objectives B. The option of using industry-standard project management models to deliver a phased, predictable project C. The ability to focus on a clear go live date to which the various work streams can be aligned D. The ability to maintain the organization's current structure which would speed up decisionmaking A Which is NOT a key focus of the 'information and technology' dimension? A. Security and compliance B. Communication systems and knowledge bases C. Workflow management and inventory systems D. Roles and responsibilities D A service provider wants to start working with a potential new customer. Which of these activities should they carry out FIRST? A. Show the customer how they have collaborated with other organizations to create value B. Interview customer management and document their needs and issues C. Evaluate the customers current systems and services to ensure they can work with these D. Document the customers patterns of business activity to ensure these can be supported A What is an attribute of a strategic partnership? A. Minimal information is shared B. A high level of trust needs to be developed C. The customer needs to be able to exit easily D. The relationship is driven by price B Which describes the nature of the guiding principles? A. Guiding principles can guide an organization in all circumstances B. Each guiding principle mandates specific actions and decisions C. An organization will select and adopt only one of the seven guiding principles D. Guiding principles describe the processes that all organizations must adopt A A company is pursuing a strategy of acquiring small companies whose products complement their overall product portfolio. Although early efforts to integrate company acquisitions have gone well, recent employee engagement results indicate a growing disengagement, especially among IT staff. IT staff feel that management isn't listening and doesn't care about their concerns. What can be done to improve the engagement of IT staff with the changes? A. Encourage the staff to continue doing everything they can to support the company strategy B. Enable the staff to provide feedback via formal channels and create a dialogue with management C. Arrange informal celebrations to acknowledge the work the staff have been doing D. Establish a formal mentorship programme to connect IT staff from the company with the staff from acquired companies B An improvement project failed to create the expected value because the team had not spent enough time considering the effectiveness of CONTINUED.....