Quiz ITIL-4-Transition - ITIL 4 Managing Professional Transition Accurate New Real Exam

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ITIL 4 Managing Professional Transition Sample Questions (Q31-Q36):

NEW QUESTION # 31
A web hosting provider has decided to apply more of a 'shift left' approach to service support. The provider knows that users like video tutorials as well as communicating via instant messaging and social networks.
What should the service provider use to expand how users access support and improve the user experience?

Answer: C

Explanation:
Omnichannel management is the practice of providing a consistent and integrated user experience across multiple channels of communication, such as phone, email, web, chat, video, social media, etc. Omnichannel management enables users to access support through their preferred channel and switch between channels seamlessly. Omnichannel management also allows the service provider to collect and analyze user feedback and behavior data from different channels to improve the service quality and user satisfaction. A web hosting provider that wants to apply more of a 'shift left' approach to service support should use omnichannel management to expand how users access support and improve the user experience. By offering video tutorials, instant messaging, and social networks as additional channels of support, the service provider can empower users to solve simple problems independently, reduce the workload of the service desk, and enhance the user engagement and loyalty. References:
* ITIL 4 High-velocity IT (HVIT) - Your companion to the ITIL 4 Managing Professional HVIT certification, Chapter 8: Co-creating value with users and customers
* ITIL 4 Specialist: High-Velocity IT Training, Course Outline, Module 3: Working with customers and stakeholders in the digital world
* A guide to understanding the shift left approach - LogRocket Blog


NEW QUESTION # 32
A legacy financial system requires the user to manually enter the time and date of the transaction to meet regulatory requirements. A recent internal audit has shown that these fields are often blank.
Which are effective controls that could improve compliance?
1. Modify the application to automatically add the current time and date when transaction is entered
2. Establish a communication plan to remind users of the importance of time and date on transactions
3. Develop a goals cascade so all staff know their role in achieving company goals
4. Create a report showing non-compliant records and take action to correct

Answer: D


NEW QUESTION # 33
Which of the following is a necessity for a successful service level agreement (SLA)?

Answer: C

Explanation:
Comprehensive Explanation:
For an SLA to be effective, ITIL stresses:
* Clear, simple, and agreed language
* Shared understanding between the provider and the customer
* Terms that are meaningful to both parties
ITIL warns against:
* Using technical metrics that only the provider understands
* Carrying outdated SLAs forward
* Avoiding user-experience metrics - these are valuable
Thus, Option A is the required necessity.


NEW QUESTION # 34
Which is included in onboarding?
1. Negotiating service targets with customers
2. Building awareness of the new consumer
3. Ensuring resources are prepared for service provision
4. Designing the service components and infrastructure

Answer: D

Explanation:
Onboarding is one of the six activities in the service value chain, which is the set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers and other stakeholders1. Onboarding involves providing the consumer with the agreed service and ensuring that they can use it as intended1. This includes building awareness of the new consumer, such as informing them about the service features, benefits, and costs, as well as ensuring resources are prepared for service provision, such as allocating staff, equipment, and facilities2. Negotiating service targets with customers is part of the engage activity, which involves understanding the needs and expectations of the stakeholders and establishing agreements on how to meet them1. Designing the service components and infrastructure is part of the design and transition activity, which involves ensuring that products and services continually meet stakeholder expectations for quality, costs, and time to market1. References:
* ITIL 4 Foundation: Service Value Chain
* Transforming customer journeys with ITIL 4 DSV


NEW QUESTION # 35
Which guiding principle would help the MOST in breaking down silos and elimating conflicting goals?

Answer: B


NEW QUESTION # 36
......

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