최신 ITIL-4-Specialist-High-velocity-IT 무료덤프 - Peoplecert ITIL 4 Specialist: High-velocity IT
A service provider is starting to design a customer journey. The service provider has documented the utility, warranty and experience that the service should deliver.
What else do they need to identify before they start to design the journey?
What else do they need to identify before they start to design the journey?
정답:
Outcomes that are needed from the service
An organization is negotiating and agreeing the service levels for a social media site. Which is an example of a measure of utility that should be included in the service level agreement?
정답:
The number of photo formats supported for upload
Which is intended to help an organization adopt and adapt ITIL guidance?
정답: A
Which statement about employee surveys is CORRECT?
정답: A
After completing an online training course, the employees of an organization are better equipped to utilize digital systems.
Which mid-level goal is supported by this training?
Which mid-level goal is supported by this training?
정답: C
An organization introduced a dedicated team of support agents, which answers questions, provides consultations and fulfils a range of predefined changes initiated by external users with higher levels of subscription.
Which practice ensures effective fulfilment of these service actions?
Which practice ensures effective fulfilment of these service actions?
정답:
Service request management
Users are complaining that service desk agents do not listen to them and make assumptions about what their issues are. Which action would BEST help to improve this situation?
정답:
Improve the training given to the staff of the service desk function
A service provider has recently released an upgrade to its payroll service. The service provider had told the customer that the upgrade would include functionality to copy information from various other HR systems, to reduce the amount of manual data entry. However, this statement was not documented at the time and the proposed functionality was not included in design then. Which practice includes activities which could have helped to avoid this situation?
정답:
Business analysis
An organization wants to introduce a new service. There are many teams that will contribute to the design, development and transition of the service.
Which approach should the organization follow when creating a value stream for this new service?
Which approach should the organization follow when creating a value stream for this new service?
정답: D
The service desk procedure for printer incidents is to verify that this is a hardware fault, and then contact a supplier. The supplier has a contract to repair or replace faulty printers within two days. A user contacts the service desk to say that their printer is broken, and they urgently need a printout of a contract or a significant sale will be lost. What should the service desk agent do?
정답:
Log a call with the supplier, but also arrange for the contract to be printed at another printer and delivered to the user