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ITIL ITIL-4-Transition Exam Syllabus Topics:

TopicDetails
Topic 1
  • 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.
Topic 2
  • 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.
Topic 3
  • 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.
Topic 4
  • 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.
Topic 5
  • 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.

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 practice needs the right culture to be embedded across the entire organization?

  • A. Continual improvement
  • B. Service request management
  • C. Change enablement
  • D. Service level management
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

Explanation: Only visible for PassLeader members. You can sign-up / login (it's free).

A web hosting provider has decided to apply more of a 'shift left' approach to service support. The provider knows that users like video tutorials as well as communicating via instant messaging and social networks.
What should the service provider use to expand how users access support and improve the user experience?

  • A. Omnichannel management
  • B. Service interaction method
  • C. Benefits dependency network
  • D. Service level management
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

Explanation: Only visible for PassLeader members. You can sign-up / login (it's free).

In which TWO situations should be ITIL guiding principles be considered?
1. In every initiative
2. In all relationships with stakeholders
3. Only specific initiatives where the principle is relevant
4. Only specific stakeholder relationships where the principle is relevant

  • A. 2 and 3
  • B. 3 and 4
  • C. 1 and 2
  • D. 1 and 4
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

Explanation: Only visible for PassLeader members. You can sign-up / login (it's free).

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 end-to-end experience customers have with service providers
  • D. The actions that the user undertakes to be able to use the service
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

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Which describes an unresolved problem that has been already analysed?

  • A. An incident
  • B. A workaround
  • C. A known error
  • D. A risk
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

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