ITIL-4-Transition Practice Exam Questions and Answers

A.  

Communication is a two-way process

B.  

We are all communicating all the time

C.  

Timing and frequency matter

D.  

There is no single method of communicating

A.  

To establish and regularly review the goals cascade throughout the organization

B.  

To develop and regularly review IT measures and metrics

C.  

To annually review and approval of IT projects to maximize business value

D.  

To establish and regularly review the effectiveness of risk management and internal controls

A.  

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

B.  

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

C.  

Measuring and reporting the customer satisfaction with closed incidents

D.  

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

A.  

Planning is a high level function, risk management is a tactical activity

B.  

Planning should always consider risks and how to mitigate them

C.  

Planning focuses on what needs to be accomplished, risk management is part of how work is to be performed

D.  

Risk management is the exclusive domain of dedicated risk managers

A.  

Perform ad-hoc service reviews and produce reports of service outputs

B.  

Work together to identify methods of checking service value and check that value propositions are still valid

C.  

Produce service level reports and an analysis of the cost and risks of service delivery

D.  

Regularly perform user satisfaction surveys and an analysis of the costs and risks removed from the service consumer

A.  

Stakeholder analysis

B.  

Balanced scorecard

C.  

Design thinking

D.  

The MoSCoW method