최신 ITIL-4-Specialist-High-velocity-IT 무료덤프 - Peoplecert ITIL 4 Specialist: High-velocity IT
Which statement about the end-to-end customer journey is CORRECT?
정답: D
What helps people to understand the value of an initiative, and reduces their resistance?
정답: B
An investment bank has outsourced its customer care helpline. It is keen to introduce experience metrics into its Service Level Agreements (SLAs) with the service provider for the helpline. It has asked for a re-negotiation of the existing SLA.
Which is the BEST example of an experience metric that can be included in the SLA?
Which is the BEST example of an experience metric that can be included in the SLA?
정답: A
An IT department is planning to make significant investments in new testing technology that will enable them to provide much more reliable services.
What does this situation describe?
What does this situation describe?
정답: A
How can an organization facilitate positive outcomes and experiences throughout the customer journey?
정답: D
A service provider is planning a major change to its services and the way it delivers them. The project will include many changes to the working practices of staff. The service provider expects resistance to these changes and would like to manage communication in a sensitive way.
Which is the MOST appropriate approach?
Which is the MOST appropriate approach?
정답: A
Which is a valid description of the priorities when using agile development methods?
정답: D
An IT department is working with the organization's marketing team to introduce a new set of analysis tools. Having read articles in the media about these tools, the marketing team has high hopes. Because the tools are being introduced using a phased implementation approach, the representatives of the two teams are struggling to agree on service level targets.
How can the 'collaborate and promote visibility' guiding principle be applied to this situation?
How can the 'collaborate and promote visibility' guiding principle be applied to this situation?
정답: C
An internal IT service provider does not have all the skills needed to create and deliver a new service, but could develop them with enough time. There are many external service providers who can provide this service.
Which approach should the organization follow to decide if they should use the internal service provider or source the service externally?
Which approach should the organization follow to decide if they should use the internal service provider or source the service externally?
정답: C
An IT service provider is carrying out an internal assessment to identify opportunities to develop and improve their services. They have reviewed workflows and activities, the capabilities of their workforce, and supplier contracts.
Which area do they also need to consider?
Which area do they also need to consider?
정답: C