Pass the ITIL ITIL 4 Managing Professional ITIL-4-Transition Questions and answers with CertsForce

 Omnichannel management is the practice of providing a consistent and integrated user experience across multiple channels of communication, such as phone, email, web, chat, video, social media, etc. Omnichannel management enables users to access support through their preferred channel and switch between channels seamlessly. Omnichannel management also allows the service provider to collect and analyze user feedback and behavior data from different channels to improve the service quality and user satisfaction. A web hosting provider that wants to apply more of a ‘shift left’ approach to service support should use omnichannel management to expand how users access support and improve the user experience. By offering video tutorials, instant messaging, and social networks as additional channels of support, the service provider can empower users to solve simple problems independently, reduce the workload of the service desk, and enhance the user engagement and loyalty. References:

ITIL® 4 High-velocity IT (HVIT) - Your companion to the ITIL 4 Managing Professional HVIT certification, Chapter 8: Co-creating value with users and customers

ITIL 4 Specialist: High-Velocity IT Training, Course Outline, Module 3: Working with customers and stakeholders in the digital world

A guide to understanding the shift left approach - LogRocket Blog

The value chain activity that ensures that products and services continually meet stakeholder expectations for quality, costs and time to market is design and transition. This activity involves the following steps12:

Defining the requirements and specifications of the products and services based on the demand and feedback from the customers and other stakeholders.

Designing the products and services according to the requirements and specifications, as well as the best practices and standards of the organization and the industry.

Developing and testing the products and services to ensure that they meet the quality criteria and the expected outcomes.

Deploying and releasing the products and services to the customers and users, ensuring that they are ready for use and operation.

Validating and evaluating the products and services to ensure that they deliver the intended value and meet the stakeholder expectations.

Transitioning the products and services from the development stage to the operational stage, ensuring that they are integrated with the existing processes, systems and resources of the organization. References: 1: ITIL 4 Create, Deliver and Support, AXELOS, 2019, p. 23-24 2: Value Chain Activity: Design & Transition - Altervista, 3

Comprehensive Explanation:

The ITIL 4 definition states:

Service configuration management ensures that accurate and reliable information about the configuration of services and the configuration items (CIs) that support them is available when needed.

Therefore, the missing word is “services”.

This working practice is not focused on creating value because it does not involve the customers or users in defining the requirements and expectations of the service. It also assumes that the developers’ previous experience is relevant and sufficient for the current situation, which may not be the case. This practice may lead to delivering a service that does not meet the needs and preferences of the customers or users, or that is not aligned with the organization’s strategy and objectives. References:

ITIL 4 Managing Professional Transition Module Sample Paper - English1, page 6, question 1, answer A

ITIL 4 Foundation: ITIL 4 Edition2, page 67, section 4.1.1, paragraph 2

ITIL 4 Managing Professional: Create, Deliver and Support3, page 9, section 1.1, paragraph 3

ITIL 4 Managing Professional: Direct, Plan and Improve4, page 11, section 1.1, paragraph 2

Organizational structure is the concept that is primarily concerned with multiple teams moving to a cross-functional way of working. Cross-functional teams are teams that consist of members from different functional areas or domains, such as development, testing, operations, marketing, etc. Cross-functional teams can help organizations achieve better collaboration, innovation, and customer satisfaction, as well as faster delivery and feedback. However, cross-functional teams also require changes in the organizational structure, such as breaking down silos, flattening hierarchies, and empowering teams to self-organize and make decisions. ITIL 4 encourages an integrated approach that combines best practices across all ways of working, such as Agile, DevOps, and Lean. These methodologies keep rules simple, allowing teams to adapt based on the situation, focus on good outcomes for the customer, and learn from failure. ITIL 4 also explores the four main types of organizational structures: functional, divisional, matrix, and flat. Each type has its own advantages and disadvantages, and organizations can choose the best fit for their context and goals. References:

Using ITIL’s concepts: four organizational structures | Axelos

What ITIL 4 means for you and your team - Atlassian

Cross-Functional Teams Definition & Advantages - KnowledgeHut

How to Build a Cross-Functional Team | The Workstream - Atlassian

Comprehensive Explanation:

A service request is a request from a user for something to be provided.

Common examples include:

Access requests

Information requests

Installation of standard services

“Access to a file” is a typical service request.

Options A and D relate to incident and problem management.

Option B is a change request.

Thus, Option C is correct.

The user is requesting information or guidance — specifically, how to create a report.

ITIL classifies this type of inquiry as a service request, because service requests include:

Requests for information

Requests for guidance

Requests for access

Requests for standard support activities

Service Request Management is the ITIL practice responsible for handling such user-initiated requests.

Option A: Incident management handles interruptions or degradations of service — not applicable here.

Option B: Service level management focuses on service performance agreements — not user questions.

Option D: Change enablement is about assessing and authorizing changes — unrelated to user guidance.

The service value system is a model that describes how all the components and activities of an organization work together as a system to enable value creation. The service value system consists of five elements: governance, service value chain, practices, guiding principles, and continual improvement. Governance is the means by which an organization is directed and controlled. It ensures that the organization’s strategy, policies, and objectives are aligned with the value proposition and the stakeholder needs. Service value chain is a set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers and to facilitate value realization. Practices are sets of organizational resources designed for performing work or accomplishing an objective. Practices include processes, roles, tools, techniques, and methods that enable the organization to carry out its work effectively and efficiently. The other two elements of the service value system are guiding principles and continual improvement, which are not part of the answer options. References:

The ITIL 4 Service Value System Explained - ITSM.tools

Service Value System in ITIL 4 Explained | Sprintzeal

Comprehensive and Detailed Explanation From Exact Extract of ITIL 4 Managing Professional Transition:

ITIL 4 defines service relationship management as:

“Joint activities performed by a service provider and a service consumer to ensure continual value co-creation.”

It includes all interactions between provider and consumer, such as:

Service provisioning

Service consumption

Relationship-building activities

Thus, Option D is the exact ITIL 4 answer.

Comprehensive Explanation:

Start where you are emphasizes:

Do not discard what you have until you understand it.

Assess the current state based on evidence, not assumptions.

Use source data and accurate observation.

Option D violates the principle because it suggests removing existing processes before evaluation, which ITIL specifically warns against.