peoplecert itil 4 transition practice test

Which statement is CORRECT when considering a transformation to high velocity IT?

• A. All organizations benefit from high velocity
• B. High performance is usually part of the change
• C. High-velocity IT should be applied throughout the organization
• D. Customer-facing systems should be excluded from the change

A service provider is in a partnership relationship with a service consumer. The services provided are
complex with new functionality and improvements constantly being developed using agile methods.
Which is the BEST approach for validating service value?

• 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

What do design thinking and service-dominant logic have in common?

• A. Both require clearly defined requirements and acceptance criteria
• B. Both involve collaborating with customers to ensure their needs are met
• C. Both focus on product functionality and on building new features
• D. Both focus solely on the needs and problems of the consumers

An IT department is able to rapidly develop services that meet functional requirements. However
overall satisfaction with these services is low.
Which is the BEST way to start working on developing new services while addressing issues faced by
the IT department?

• A. Develop a clear set of system requirements and track each of them from start to finish to ensure that the delivered service meets the stated requirements
• B. Develop a clear understanding of the customers' intended goals and expectations, and track each of them from start to finish to ensure that the service supports the required outcomes
• C. Involve senior management as early as possible to define requirements and help with 'organizational change management' to ensure successful implementation of the service
• D. Assess and improve capabilities of IT teams prioritizing areas that are required to deliver the service in a way that meets customer expectations

The CIO of a large multi-national organization has noticed that the whole IT department are
performing poorly. The CIO is committed to changing the behaviour patterns of their staff to improve
performance
across the whole IT department.
Which of the following will BEST help to improve staff behaviour?

• A. Running safe to fail experiments that provide learning opportunities
• B. Comparing the cost of delay' between work items to ensure that financially valuable work is prioritized
• C. Implementing CI/CD toots to deploy software quickly
• D. Adopting Kanban boards to visualise the flow of work across software development teams

From the perspective of a service provider how does the digital product lifecycle start?

• A. With the onboard mg of customers
• B. With the exploration of market opportunities
• C. With the co creation of value
• D. With the offboarding of customers

How should the seven guiding principles be combined when an organization is making a decision?

• A. By using all the guiding principles equally when making any decision
• B. By using the one or two guiding principles that are most relevant to the specific decision
• C. By using the focus on value' principle and one or two others that are relevant to the specific decision
• D. By reviewing each guiding principle to decide how relevant it is to the specific decision

An organization is implementing new technology that will significantly improve how they interact
with their customers.
Which term BEST describes this situation?

• A. Digital organization
• B. High velocity IT
• C. Digital transformation
• D. IT transformation

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

• A. 1 and 2
• B. 2 and 3
• C. 3 and 4
• D. 1 and 4

Which ITIL guiding principle recommends using existing services, processes and tools when
improving services?

• A. Progress iteratively with feedback
• B. Keep it simple and practical
• C. Start where you are
• D. Focus on value