ITIL-4-Specialist-High-velocity-IT試験無料問題集「Peoplecert ITIL 4 Specialist: High-velocity IT 認定」
An organization has signed a contract to outsource its service desk function to a supplier. The organization wants to ensure that its customers and users will receive a seamless support service.
Which activity would MOST help the organization at this stage?
Which activity would MOST help the organization at this stage?
正解：
Integrating supplier activities into organization's value streams
A service consumer has asked a commercial service provider to develop a new document storage service. The service consumer has a limited budget and the employees that will use the service have a long list of requirements. Which is the BEST approach for collecting the requirements?
正解：
Work with the users to establish a set of requirements and involve the customer in clarifying ^ and agreeing the requirements
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?
正解：
Improve the training given to the staff of the service desk function
The IT team in a large enterprise is replacing an important application used for internal communication and collaboration. The team is very enthusiastic about the new application, and believe that it enables new and better ways of working. Pilot users, however, are reluctant to use the new features and just replicate old ways of working in the new system. How can a 'service mindset' improve the situation?
正解：
By encouraging users to understand the features of the new application, and how it can contribute to achievement of the enterprise's objectives
A service provider is tracking the likelihood of service failures that could affect the service consumer. What is this a measure of?
正解：
Risk