ITIL ITIL-4-Transition Exam Dumps - Actual Questions Answers

According to ITIL 4, an effective control environment is one that ensures that the organization’s objectives are achieved in a reliable and compliant manner1. Effective controls are the mechanisms that prevent, detect, or correct errors, fraud, or non-compliance in the organization’s processes and activities2. Some of the characteristics of effective controls are that they are aligned with the organization’s goals, policies, and standards, they are proportionate to the level of risk, they are consistent and transparent, they are regularly monitored and reviewed, and they are responsive to changes and improvements3.

In the scenario given, the legacy financial system requires the user to manually enter the time and date of the transaction to meet regulatory requirements, but these fields are often blank. This indicates a lack of compliance and accuracy in the financial reporting process, which could expose the organization to legal, financial, or reputational risks. Therefore, some effective controls that could improve compliance are:

• Modify the application to automatically add the current time and date when transaction is entered. This is a preventive control that reduces the risk of human error or omission by ensuring that the required information is always captured and recorded in the system. This control also enhances the efficiency and reliability of the process by eliminating the need for manual input.
• Create a report showing non-compliant records and take action to correct. This is a detective and corrective control that identifies and resolves any instances of non-compliance or inaccuracy in the financial records. This control also provides feedback and evidence for the performance and effectiveness of the process and the controls.

The other options are not effective controls for improving compliance in this scenario because they do not directly address the root cause of the problem or provide a specific solution. Establishing a communication plan to remind users of the importance of time and date on transactions is a good practice, but it does not guarantee that the users will follow the instructions or comply with the requirements. Developing a goals cascade soall staff know their role in achieving company goals is a strategic activity, but it does not specify how the financial reporting process or the legacy system will be improved or controlled. Therefore, the best answer is D. 1 and 4. References:

• 1: ITIL 4 Managing Professional: Transition Module | Axelos
• 2: ITIL® 4 Managing Professional Transition Course Online - Simplilearn
• 3: ITIL 4 MP Transition: a transformed framework | Axelos
• 4: Internal Controls for Better Compliance | Reducing Risk
• 5: Internal Controls: The Definitive Guide for Risk and Compliance Professionals — RiskOptics
• 6: How to Establish an Effective Control Environment

The customer journey is the complete end-to-end experience customers have with one or more service providers and/or their products through the touchpoints and service interactions with those providers1. The purpose of the customer journey is to understand the needs, expectations, and preferences of the customers and users, and to design, deliver, and improve services that meet those requirements and create value for them. The customer journey also helps to identify the opportunities and challenges for co-creating value with the customers and users, and to optimize the customer experience throughout the service relationship23. By mapping the customer journey, the service provider can ensure that the services are aligned with the customer outcomes and that the service interactions are positive and satisfying for the customers and users4. References:

• ITIL 4 Managing Professional: Drive Stakeholder Value5, page 14, section 2.1, paragraph 1
• ITIL 4 Foundation: ITIL 4 Edition, page 20, section 2.3, paragraph 2
• ITIL 4 Managing Professional: Create, Deliver and Support, page 10, section 1.1, paragraph 4
• ITIL 4 Managing Professional: Direct, Plan and Improve, page 12, section 1.1, paragraph 3
• ITIL 4: Connecting the key concepts Part 4 | Axelos3, paragraph 2
• The customer journey and ITIL 4 | Axelos1, paragraph 2
• ITIL®4 – Mapping the Customer Journey - ITSM Professor2, paragraph 2

The correct answer is A because creating a clear picture of what is changing and why it is valuable is the first step in organizational change management. Organizational change management is the practice of ensuring that changes are effectively and smoothly implemented, and that the lasting benefits of change are achieved. Creating a clear picture of the change involves defining the vision, scope, objectives, and benefits of the change, and communicating them to the stakeholders. This helps to create a sense of urgency, alignment, and commitment for the change, and to overcome resistance and ambiguity.

The other options are not correct because they are not the first activity in organizational change management. Developing a value stream map of the desired future changes (option B) is a useful technique to identify and optimize the flow of value, but it is not the first activity. It requires a clear understanding of the change and its value proposition, which is established in option A. Creating corrective action plans for staff who are resistant to the change (option C) is a reactive and punitive approach to change management, which can create more resentment and distrust. It is not the first activity, nor the best practice, in organizational change management. Communicating areas of waste that can be eliminated (option D) is a part of the lean approach to service management, which aims to optimize value by reducing waste and inefficiencies. However, it is not the first activity in organizational change management, as it does not address the vision, scope, objectives, and benefits of the change, which are essential for creating a clear picture of the change.

References:

• ITIL 4 Managing Professional Transition Module Sample Paper - English, Question 3, Page 5
• ITIL 4 Managing Professional: Transition Module | Axelos, Section “What is the ITIL 4 Managing Professional Transition Module?”, Paragraph 3
• ITIL® 4 Managing Professional Transition Course Online - Simplilearn, Section “Course Overview”, Paragraph 2
• [ITIL 4 Foundation: ITIL 4 Edition], Chapter 7, Section 7.2.1, Page 146
• [ITIL 4 Foundation: ITIL 4 Edition], Chapter 7, Section 7.2.2, Page 147
• [ITIL 4 Foundation: ITIL 4 Edition], Chapter 7, Section 7.2.3, Page 148
• [ITIL 4 Foundation: ITIL 4 Edition], Chapter 7, Section 7.2.4, Page 149
• [ITIL 4 Foundation: ITIL 4 Edition], Chapter 7, Section 7.2.5, Page 150
• [ITIL 4 Foundation: ITIL 4 Edition], Chapter 7, Section 7.2.6, Page 151
• [ITIL 4 Foundation: ITIL 4 Edition], Chapter 7, Section 7.2.7, Page 152
• [ITIL 4 Foundation: ITIL 4 Edition], Chapter 7, Section 7.2.8, Page 153