최신 ITIL-4-Transition 무료덤프 - ITIL 4 Managing Professional Transition

문제1

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. Creating training schedules for users on how to use the service

B. Ensuring that user access rights are revoked for all services

C. Providing information to users about how to contact the service desk

D. Identifying and making request for outstanding payments for the service

정답: D

설명: (DumpTOP 회원만 볼 수 있음)

문제2

Which is an example of results-based measurement and reporting?

A. Measuring and reporting the cost of providing a service to customers and users

B. Measuring and reporting the number of hours worked by service desk employees

C. Measuring and reporting the number of supplier-related interruptions to a service

D. Measuring and reporting the customer satisfaction with closed incidents

정답: D

설명: (DumpTOP 회원만 볼 수 있음)

문제3

Which practice guarantees that users have a range of access channels to choose from to report problems?

A. Incident management

B. Change enablement

C. Service level management

D. Service desk

정답: D

설명: (DumpTOP 회원만 볼 수 있음)

문제4

What are the KEY stakeholder groups that service providers should cooperate with?

A. Customers

B. Developers

C. Relationship managers

D. Suppliers

정답: D

문제5

What is a user?

A. The role that authorizes budget for service consumption

B. The role that uses services

C. The role that directs and controls an organization

D. The role that defines the requirements for a service

정답: B

설명: (DumpTOP 회원만 볼 수 있음)

문제6

A company has begun a new global line of business that has changed how IT supports the new systems.
Recognizing the urgent need for two-way communication on the required changes, IT managers are trying to find better ways to obtain feedback than a standing agenda at staff meetings.
Which describes the BEST approach for establishing effective feedback channels?

A. Initiate a project to select and implement a collaboration tool to facilitate two-way communication with staff

B. Publish a printed weekly newsletter that clearly and consistently communicates change

C. Establish office hours where staff are encouraged to drop by without appointments and discuss any concerns they have

D. Research how individual teams communicate internally and use the most popular collaboration tools to collect feedback

정답: D

설명: (DumpTOP 회원만 볼 수 있음)

문제7

Which statement about the purpose of the Monitoring and Event Management practice is TRUE?

A. Minimize the negative impact of incidents by restoring normal service operation as quickly as possible

B. Systematically observe services and service components and record and report selected changes of state identified as events

C. Support the agreed quality of a service by handling pre-defined service requests

D. Maximize the number of successful changes by ensuring risks have been properly assessed

정답: B

설명: (DumpTOP 회원만 볼 수 있음)

문제8

Which statement about user communities is CORRECT?

A. Every user community should have at least one super-user

B. User communities are created by service providers to investigate the cause of problems

C. Informal user communities should be disbanded and merged into official groups

D. Communities set up by users may be recognized and supported by service providers

정답: D

설명: (DumpTOP 회원만 볼 수 있음)

문제9

A good way to apply the ITIL guiding principle Focus on value is to:

A. Do fewer tasks but in a better way with higher quality

B. Understand the whole but do something

C. Understand why services are used by service consumers

D. Be aware of system complexity

정답: C

설명: (DumpTOP 회원만 볼 수 있음)

문제10

In an organization, a service desk team employs experienced staff who have worked there for many years and have good relationships with support teams. The organization has a good improvement culture, and staff are encouraged to use their experience and identify improvements. They are developing a new policy for handling incidents.
Which is the BEST approach for this new policy?

A. Ensure that all teams involved in incident resolution collaborate in the development of the policy

B. Engage with stakeholders to ensure that as much detail as possible is included in the policy

C. Ensure that any identified exceptions are excluded from the policy to improve clarity

D. Implement the policy to the service desk staff initially before informing other affected support teams

정답: A

설명: (DumpTOP 회원만 볼 수 있음)

최신 ITIL-4-Transition 무료덤프 - ITIL 4 Managing Professional Transition

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