최신 ITIL-4-Specialist-High-velocity-IT 무료덤프 - Peoplecert ITIL 4 Specialist: High-velocity IT
How can an organization facilitate positive outcomes and experiences throughout the customer journey?
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?
What should the service desk agent do?
정답: A
Which is an example of planning for value co-creation?
정답: D
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
What provides value to the organization by ensuring that there is end-to-end management over the organization's suppliers through a single entity?
정답: B
Which joint activity performed by a service provider and service consumer ensures continual value co-creation?
정답: B
An organization works in a highly regulated industry. A new regulation has been introduced that requires additional information to be recorded about users each time the service desk logs an incident in the service logging tool. They want to put controls in place to ensure that the regulation is followed.
Which is the BEST approach?
Which is the BEST approach?
정답: D
Which TWO are possible sources of demand for a value stream to restore a live service?
1. Someone is unable to log into their user account for the service
2. A monitoring tool detects a service failure
3. The service desk calls a user to provide a status update for an incident
4. A user provides feedback to the incident manager when an incident is closed
1. Someone is unable to log into their user account for the service
2. A monitoring tool detects a service failure
3. The service desk calls a user to provide a status update for an incident
4. A user provides feedback to the incident manager when an incident is closed
정답: B
Which is a challenge when onboarding individual consumers?
정답: D
A bank provides an online banking service to external users. The bank measures the functional and non-functional aspects of the service in several ways and is meeting its targets. However, user satisfaction with the service is not as high as the bank would like it to be.
Which is the BEST example of an additional aspect of the service that the bank should measure?
Which is the BEST example of an additional aspect of the service that the bank should measure?
정답: C