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ITIL-4-Transition Questions and Answers

Question # 1

A service provider is planning a major change to its services and the way it delivers them. The project will include many changes to the working practices of staff. The service provider expects resistance to these changes and would like to manage communication in a sensitive way. Which is the MOST appropriate approach?

Use a mix of communication methods and ensure that any feedback received is shared openly on a public forum to promote visibility

Use a mix of communication methods and ensure that a feedback mechanism is included that allows anonymity to be retained if desired

Send an email to the affected staff and ensure that as much detail as possible is included to promote transparency

Use instant messaging for both communicating and receiving feedback to ensure a quick response for all affected staff.

Question # 2

An organization is attempting to improve the design, development and transition of new services. It recognizes that some ways of working are not focused on creating value.

Which is an example of a working practice that the organization should STOP?

Defining the features and functionality of services by relying on the developers' previous experience of designing similar systems for customers

Involving users, customers and other stakeholders when communicating desired outcomes in the form of user stones

Designing systems with the continual involvement of customers to ensure that any changes in requirements are understood as early as possible

Involving customers and users in testing activities to understand whether the service meets the customers' and usersâ€™ expectations

Question # 3

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

Start where you are

Progress iteratively with feedback

Optimize and automate

Collaborate and promote visibility

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