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ITIL4 Managing Professional Transition
ITIL4 Managing Professional Transition Exam

In service relationships what is a benefit of identifying consumer roles?

  1. It enables effective stakeholder management
  2. It provides shared service expectations
  3. It removes constraints from the customer
  4. It enables a common definition of value

Answer(s): A



Information that is needed to resolve problems is difficult to obtain because IT staff are worried that they will be blamed for mistakes. Which concept can MOST help to resolve this?

  1. Safety culture
  2. Design thinking
  3. Valuable investments
  4. Agile

Answer(s): A



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

  1. Measuring and reporting the number of hours worked by service desk employees
  2. Measuring and reporting the number of supplier-related interruptions to a service
  3. Measuring and reporting the customer satisfaction with closed incidents
  4. Measuring and reporting the cost of providing a service to customers and users

Answer(s): C



Which concept is PRIMARILY concerned with multiple teams moving to a cross-functional way of working?

  1. Organizational structure
  2. Employee satisfaction measurement
  3. Working to a customer oriented mindset
  4. The value of positive communications

Answer(s): A




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