ITIL 4 Managing Professional Transition Exam
Last Update Jan 14, 2026
Total Questions : 96
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An organization is experiencing difficulties with the way it resolves incidents. The service desk staff are often unsure which teams to escalate an incident to. The incident is then passed between different teams until it reaches the correct team. Also, the service desk analyst does not always know the correct type of information and level of detail which will be required by the team that resolved the issue. The organization is considering moving away from a formally organized system of tiered support groups. Which is an alternative to this structure that would help to improve the situation?
Which concept is PRIMARILY concerned with multiple teams moving to a cross-functional way of working?
An organization is reviewing the support of its IT services.
Which is an example of an ‘outside in’ approach?
Which practice needs the right culture to be embedded across the entire organization?
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?
A large service provider with many staff has built a relationship with a customer and agreed a 10-year contract. Both organizations have shared information freely and responded to requests.
Which is MOST LIKELY to be a threat to maintaining the relationship?
Which practice requires skills such as empathy and emotional intelligence?
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
A service support agents adjusts support actions following a call form a frustrated user. Which concept describes this behavior?
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?
Which practice has a purpose that involves creating closer, more collaborative relationships?
What is the MOST LIKELY reason that incident management would need a temporary team to work together?
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?
Which charging mechanism could cause the price of a service to change depending on the time of day?
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?
Which statement about the purpose of the Monitoring and Event Management practice is TRUE?
Which term is used to define “any component that needs to be managed in order to deliver an IT service”?
Which statement is CORRECT when considering a transformation to high velocity IT?
Which is included in onboarding?
1. Negotiating service targets with customers
2. Building awareness of the new consumer
3. Ensuring resources are prepared for service provision
4. Designing the service components and infrastructure
Which activity is NOT recommended by the “start where you are” guiding principle?
Which practice conducts reviews to validate that services are covering the needs of the customers?
TESTED 14 Jan 2026
