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ITIL ITIL-4-Transition Exam Syllabus Topics:
| Topic | Details |
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| Topic 1 | - High-Velocity IT: The ITIL-4-Transition exam candidates need to understand the high-velocity nature of the digital enterprise and the demands it places on IT. This includes grasping the digital product lifecycle within the ITIL 'operating model' and the importance of the ITIL guiding principles for delivering high-velocity IT.
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| Topic 2 | - ITIL 4 Foundation: This topic covers the fundamental concepts of service management, including the ITIL guiding principles, the four dimensions of service management, and the ITIL service value system. ITIL v3 professionals will need to understand how these concepts interconnect to form the basis of IT service management.
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| Topic 3 | - Direct, Plan, and Improve: The topic covers the principles and methods of direction, planning, and improvement within the context of the SVS. ITIL v3 professionals will learn about the integration of GRC and how to use Communication and Organizational Change Management for direction, planning, and improvement.
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| Topic 4 | - Create, Deliver, and Support: The section involves understanding how to create, deliver, and support IT services. PeopleCert ITIL v3 professionals will learn how to plan and build a service value stream, as well as how to contribute to the creation, delivery, and support of services across the Service Value System (SVS) and value streams.
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| Topic 5 | - Drive Stakeholder Value: Here, the ITIL v3 professionals will understand how to design customer journeys and shape demand for IT services. They will also learn how to define service offerings, onboard and offboard customers and users, and ensure continual value co-creation through service consumption and provisioning.
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Reference: https://www.peoplecert.org/browse-certifications/it-governance-and-service-management/ITIL-1/itil-4-mp-transition-2709
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ITIL 4 Managing Professional Transition Sample Questions:
Which guiding principle would help the MOST in breaking down silos and elimating conflicting goals?
- A. Collaborate and promote visibility
- B. Progress iteratively with feedback
- C. Start where you are
- D. Optimize and automate
Reveal Solution
Discussion
Correct Answer: A 🗳️
Explanation: Only visible for Pass4guide members. You can sign-up / login (it's free).
Which term is used to describe removing something that could have an effect on a service?
- A. An IT asset
- B. A change
- C. An incident
- D. A problem
Reveal Solution
Discussion
Correct Answer: B 🗳️
Explanation: Only visible for Pass4guide members. You can sign-up / login (it's free).
An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently. What is the FIRST step the organization should take to start to improve the situation?
- A. Encourage teams to collaborate so they can focus on value of users
- B. Use value stream mapping to help understand the end-to-end flow of user support
- C. Improve the integration of tools to ensure there are no gaps between processes
- D. Review skills and competencies of user support staff to ensure they have the required capability
Reveal Solution
Discussion
Correct Answer: B 🗳️
Explanation: Only visible for Pass4guide members. You can sign-up / login (it's free).
Which practice has a purpose that involves creating closer, more collaborative relationships?
- A. Release management
- B. Information security management
- C. Service configuration management
- D. Supplier management
Reveal Solution
Discussion
Correct Answer: D 🗳️
Explanation: Only visible for Pass4guide members. You can sign-up / login (it's free).
An organization has IT divisions distributed globally. As the organization has grown, it has become difficult to align the activities of the IT divisions with the organization 's objectives How can the organization ensure that all IT activities are aligned with the organization 's objectives?
- A. Priories risk mitigation strategies in alignment with the organization 's risk appetite
- B. Establish increasingly detailed objectives at each level of the organization that align directly with the objectives of the layer above
- C. Put compliance controls in place to ensure that all centers of expertise are following the same practices
- D. Collect feedback from both organizational and IT leadership from each region
Reveal Solution
Discussion
Correct Answer: B 🗳️
Explanation: Only visible for Pass4guide members. You can sign-up / login (it's free).
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