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ITIL ITIL-4-Transition Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Craft and deliver a focused digital and IT strategy	25%	- Understand the scope and key concepts of a digital and IT strategy - Apply the strategic approach to digital and IT services - Recognize the components of an effective digital and IT strategy
Topic 2: Manage the journey to a service value stream	25%	- Understand the concept of a service value stream - Apply the service value stream approach to design and deliver services - Identify the components and activities of a service value stream
Topic 3: ITIL 4 Strategist: Direct, Plan and Improve	10%	- Understand the scope of the Direct, Plan and Improve practice - Understand the key practices for direction and planning - Apply the key principles and methods for effective direction and planning
Topic 4: Adopt and adapt the ITIL framework to deliver value in a digital era	25%	- Understand the principles and key concepts of ITIL 4 - Apply ITIL guiding principles in different contexts - Map ITIL v3 practices to ITIL 4 practices
Topic 5: ITIL 4 Specialist: Create, Deliver and Support	15%	- Understand the key practices for reliable and effective support - Apply the concepts of value streams to design and deliver services - Understand the key practices for effective service delivery - Understand the concepts and challenges of value stream mapping

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ITIL-4-Transition Probesfragen & ITIL-4-Transition Deutsche

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ITIL 4 Managing Professional Transition ITIL-4-Transition Prüfungsfragen mit Lösungen (Q18-Q23):

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

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

Antwort: A

19. Frage
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. Involve senior management as early as possible to define requirements and help with 'organizational change management' to ensure successful implementation of the service
C. Assess and improve capabilities of IT teams prioritizing areas that are required to deliver the service in a way that meets customer expectations
D. 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

Antwort: D

Begründung:
Explanation
The best way to start working on developing new services while addressing the issues faced by the IT department is to 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. This is because ITIL 4 emphasizes the importance of co-creating value with customers and focusing on the outcomes that they need and want, rather than just the outputs that the service provider delivers1. By understanding the customers' goals and expectations, the IT department can design and deliver services that are aligned with the customer's needs, preferences, and context, and that provide value for both parties2. Moreover, by tracking the customers' goals and expectations throughout the service lifecycle, the IT department can ensure that the service remains relevant, effective, and efficient, and that any changes or improvements are based on customer feedback and satisfaction3.
Developing a clear set of system requirements and tracking each of them from start to finish to ensure that the delivered service meets the stated requirements (option A) is not the best way to start working on developing new services, because it focuses on the functional aspects of the service, rather than the outcomes that the customer values. System requirements are the specifications of what the service should do, but they do not necessarily reflect the customer's needs, wants, and context. Therefore, a service that meets the system requirements may not meet the customer's expectations or provide value for them4.
Involve senior management as early as possible to define requirements and help with 'organizational change management' to ensure successful implementation of the service (option C) is not the best way to start working on developing new services, because it does not involve the customer in the service design and delivery process. Senior management may have a different perspective and agenda than the customer,and may not fully understand the customer's goals and expectations. Therefore, involving senior management alone may not result in a service that meets the customer's needs or provides value for them. Moreover, organizational change management is a process that helps the organization adapt to changes in the internal or external environment, but it does not necessarily address the issues faced by the IT department in developing new services.
Assess and improve capabilities of IT teams prioritizing areas that are required to deliver the service in a way that meets customer expectations (option D) is not the best way to start working on developing new services, because it assumes that the IT department already knows what the customer expects from the service.
However, without developing a clear understanding of the customer's goals and expectations, the IT department may not be able to identify the areas that need improvement or the capabilities that are required to deliver the service in a way that meets customer expectations. Therefore, assessing and improving capabilities of IT teams is a secondary step that should follow after developing a clear understanding of the customer's goals and expectations.
Therefore, the best way to start working on developing new services while addressing the issues faced by the IT department is to 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.
References: 1: ITIL 4 Foundation, page 4 2: ITIL 4 Foundation, page 6 3: ITIL 4 Foundation, page 8 4: ITIL 4 Foundation, page 9 : ITIL 4 Foundation, page 10 : ITIL 4 Foundation, page 11 : ITIL 4 Foundation, page 12

20. Frage
An organization wants to become more efficient by reducing the amount of unnecessary work they do. Which approach would be MOST helpful?

A. Lean OK
B. DevOps
C. Safety culture
D. Site reliability engineering

Antwort: A

21. Frage
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?

A. Establish office hours where staff are encouraged to drop by without appointments and discuss any concerns they have
B. Initiate a project to select and implement a collaboration tool to facilitate two-way communication with staff
C. Research how individual teams communicate internally and use the most popular collaboration tools to collect feedback
D. Publish a printed weekly newsletter that clearly and consistently communicates change

Antwort: B

22. Frage
An organization is reviewing the support of its IT services.
Which is an example of an 'outside in' approach?

A. Asking for feedback from the internal technical teams to ensure they are able to deliver against the support requirements
B. Understanding how infrastructure and application suppliers are involved in the end-to-end value chain for the support of services
C. Conducting customer and user satisfaction surveys to gather feedback on how customers and users perceive the support of IT services
D. Contacting the organization's ITSM software tool provider to learn about software updates which might improve the support of the services

Antwort: C

23. Frage
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