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

Conducting customer and user satisfaction surveys to gather feedback on how customers and users perceive the support of IT services

Understanding how infrastructure and application suppliers are involved in the end-to-end value chain for the support of services

Asking for feedback from the internal technical teams to ensure they are able to deliver against the support requirements

Contacting the organization's ITSM software tool provider to learn about software updates which might improve the support of the services

From the perspective of a service provider how does the digital product lifecycle start?

With the exploration of market opportunities

With the onboard mg of customers

With the offboarding of customers

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?

Initiate a project to select and implement a collaboration tool to facilitate two-way communication with staff

Research how individual teams communicate internally and use the most popular collaboration tools to collect feedback

Establish office hours where staff are encouraged to drop by without appointments and discuss any concerns they have

Publish a printed weekly newsletter that clearly and consistently communicates change

Which BEST describes the primary role of a governing body?

To establish and regularly review the effectiveness of risk management and internal controls

To establish and regularly review the goals cascade throughout the organization

To develop and regularly review IT measures and metrics

To annually review and approval of IT projects to maximize business value

An organization is designing a survey to assess the needs and expectations of its staff. What is this an example of?

Employee satisfaction management

Free PeopleCert ITIL-4-Transition Exam Practice Questions & Explanations

Last updated on: Nov 3, 2026
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