PeopleCert ITIL-4-Transition Quiz 1 Topic 1 Questions 1-5

Question: 1

A company has begun a new global line of business that has changed how IT supports the new systems. Recognizing the urgent need for two-way communication on the required changes, IT managers are trying to find better ways to obtain feedback than a standing agenda at staff meetings.

Which describes the BEST approach for establishing effective feedback channels?

AResearch how individual teams communicate internally and use the most popular collaboration tools to collect feedback

BEstablish office hours where staff are encouraged to drop by without appointments and discuss any concerns they have

CInitiate a project to select and implement a collaboration tool to facilitate two-way communication with staff

DPublish a printed weekly newsletter that clearly and consistently communicates change

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Question: 2

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

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

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

CMeasuring and reporting the customer satisfaction with closed incidents

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

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Question: 3

Which is a method for value-driven, data-driven and user-centered service design?

AStakeholder analysis

BBalanced scorecard

CDesign thinking

DThe MoSCoW method

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Question: 4

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

ABoth require clearly defined requirements and acceptance criteria

BBoth involve collaborating with customers to ensure their needs are met

CBoth focus on product functionality and on building new features

DBoth focus solely on the needs and problems of the consumers

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Question: 5

An organization is undergoing a significant cultural change as a result of introducing Agile and DevOps practices.

How can managers use Toyota Kata to help employees adjust to these different ways of working?

ABy encouraging the practicing of routines to unlearn old habits and learn new ones

BBy creating detailed plans that predetermine how to approach large changes

CBy making hard decisions for the teams and providing step-by-step guidance

DBy encouraging widespread changes that involve the teams starting from scratch

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PeopleCert ITIL-4-Transition Quiz:1 Topic:1 Questions:1-5