[2026] ITIL 4 Managing Professional Transition - ITIL-4-Transition 무료 시험 문제

문제1

Which describes the customer journey?

A. The actions that the service provider takes to attract new customers

B. The experience the service user gets from the service provider

C. The actions that the user undertakes to be able to use the service

D. The end-to-end experience customers have with service providers

정답: D

설명: (Fast2test 회원만 볼 수 있음)

문제2

An organization's lead times and the flow of tasks across value streams are being impacted because tasks often sit waiting in queues.
Which technique can be used to overcome this challenge?

A. Introducing a push system

B. Clarifying definition of done'

C. Limiting work-in-progress

D. Increasing batch sizes

정답: C

설명: (Fast2test 회원만 볼 수 있음)

문제3

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

A. Progress iteratively with feedback

B. Collaborate and promote visibility

C. Start where you are

D. Optimize and automate

정답: B

설명: (Fast2test 회원만 볼 수 있음)

문제4

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?

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

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

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

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

정답: C

설명: (Fast2test 회원만 볼 수 있음)

문제5

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

정답: B

설명: (Fast2test 회원만 볼 수 있음)

문제6

A software development team is intending to develop many new applications and services. They will need contributions from various practices to achieve this. How should these activities be combined?

A. The software development manager should define requirements for all practices and ensure that they contribute to the over all service

B. A value stream should be designed to include activities from all practices that are needed

C. Practices should operate as suppliers to each other, using guidance form the 'supplier management' practice

D. Each pratice should define the outputs it will produce and the required inputs it needs to succeed

정답: B

설명: (Fast2test 회원만 볼 수 있음)

문제7

An organization supports the users of its services using a tiered structure. There are many specialists in the second- and third-line resolution teams who have worked for the organization for a long time. The organization is in the process of deploying many changes to services. This is likely to result in a large number of complex incidents. In addition, there are long backlogs of work for the second and third-line resolution teams to complete.
Which is the BEST approach or technique to resolve this situation?

A. Machine learning

B. Service integration and management

C. Swarming

D. An information model

정답: C

설명: (Fast2test 회원만 볼 수 있음)

문제8

What are the KEY stakeholder groups that service providers should cooperate with?

A. Developers

B. Relationship managers

C. Customers

D. Suppliers

정답: D

문제9

A service support agents adjusts support actions following a call form a frustrated user. Which concept describes this behavior?

A. Team Culture

B. Positive communication

C. Customer orientation

D. Employee satisfaction management

정답: C

설명: (Fast2test 회원만 볼 수 있음)

문제10

What is the MOST LIKELY reason for an organization to delay a transformation to high velocity?

A. The organization needs high levels of IT service availability

B. The organization is not ready for a cultural change

C. The organization is facing rapidly changing customer needs

D. The organization needs to maintain high levels of information security

정답: B

설명: (Fast2test 회원만 볼 수 있음)

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