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itil high velocity IT
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Title of test:
itil high velocity IT Description: itil v4 Author: odecabode Other tests from this author Creation Date: 03/05/2024 Category: Computers Number of questions: 20 |
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what should be included in an organization's approach to risk management an approach to ensuring that risk management is continually aligned with objectives nothing. which is an example of results-based measurement and reporting Measuring and reporting the customer satisfaction with closed incidents k. in service relationships, what is a benefit of identifying consumer roles it enables stakeholder management k. An organization’s customers have historically been satisfied with the functionality and performance of its services. Recently, however, the organization is getting complaints about both the performance of the services and areas, such as sales and customer support. How can the organization BEST collect the information needed to address these complaints? >Gather customer experience and service level metrics k. A service provider is launching a new service to a very large number of users. The majority of users are familiar with social media and online support.Which is the BEST solution for providing user support in this case? >Provide a range of self-service options as the preferred method with the service desk phone support as back-up k. Resource constraints have slowed an organization’s efforts to expand into new markets. Which practice would recommend eliminating products and services that are not enabling value, so that the required resources can be made available? Portfolio management service management. An organization with limited resources has a sales team that would like a new service to make it easier to manage customer information. There is also a finance team that wants to consolidate the organization's services to improve efficiency. One of the business units wants to introduce a new product line. Which is the BEST way for the organization to manage this situation? Use the capabilities of the 'portfolio management' practice to prioritize the initiatives in line with the organization's objectives k. An organization is undergoing a digital transformation and is conducting a strategic analysis of its customers’ needs. The organization uses agile methods to manage its digital products and a more traditional waterfall approach to manage its legacy systems. The organization is also considering introducing new products and services.Which is the BEST way for this organization to undertake this analysis? >Develop models that help analysts perform tasks that are appropriate for a given context k. 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? >By encouraging users to understand the features of the new application, and how it can contribute to achievement of the enterprise's objectives k. Which statement about the reporting of service outcomes and performance is CORRECT? >Service performance metrics should be mapped to customer outcomes >Service management metrics should be mapped to customer outcomes. A service provider has recently started providing services to a new client. Surveys have shown that most of client's staff are satisfied with their experience across the user journey. However, some users are taking longer to get started because they are unaware or confused by the procedures to access and utilize the services.Which is the BEST recommendation to improve the user journey? Improve user training materials and methods as part of the 'onboarding' step k. 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? > By encouraging users to understand the features of the new application, and how it can contribute to achievement of the enterprise's objectives d. > An organization provides an online portal that its employees can use to learn about and request standard services. Which practice would ensure that users can easily find information on the portal and that the information is kept up-to-date? Service catalogue management 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? By being transparent about constraints and managing expectations k. A service provider analyses how the amount of work done by different user groups varies over time. What is this information BEST used for? To plan how to influence and support demand for services k. 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? Work with the users to establish a set of requirements and involve the customer in clarifying and agreeing the requirements k. 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 to source the service externally? Start by reviewing organizational policies for sourcing services, then identify the most important criteria for selecting a service provider, and use a 'decision matrix' to compare service providers k. An organization is evaluating the advantages and disadvantages of replacing its legacy information systems with cloud-based services as a part of its strategic plan. The market is extremely competitive, so the organization wants to ensure that all factors are considered. Which technique would allow this organization to BEST understand the external factors that could influence this decision? PESTLE analysis the cynefin framework. Users often do not provide feedback because they do not believe it will be addressed. Which is the BEST method for encouraging users to submit feedback in this situation? Making feedback processing visible for everyone k. 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? Log a call with the supplier, but also arrange for the contract to be printed at another printer and delivered to the user k. |
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