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As the Incident Manager for the service provider, which action will you take?
A service provider is failing its service level targets on a monthly basis. The resolution time of priority 1 incidents is breached frequently. As the Incident Manager for the service provider, which action will you take?A . Improve the triage step to guide priority 1 incidents to specialised groups.B ....
What is this an example of?
After onboarding, the customers can access the service provider's mobile network. What is this an example of?A . Provision of access to resourcesB . Interaction with operant service provider resourcesC . Joint Service actionsD . Transfer of goodsView AnswerAnswer: A Explanation: Provision of Access to Resources: This involves enabling...
What of the following ITIL guiding principles is considered in this case?
An organization is changing its training approach to shift the focus from product centric to the needs of the users. What of the following ITIL guiding principles is considered in this case?A . Progress iteratively with feedbackB . Start where you areC . Optimize and automateD . Focus on valueView...
Which type of listening is the most appropriate for this situation?
Through a virtual call with the Service Manager, a top consumer is complaining about the response time of the staff o delivering new laptops. However, all targets are met. The Service Manager listens to the issue, considers its importance, and proposes to review the Service Level Agreement. Which type of...
Customers who love to eat organic food are an example of which category?
Customers who love to eat organic food are an example of which category?A . Behavioural market categoryB . Geographic market categoryC . Psychographic market categoryD . Demographic market categoryView AnswerAnswer: C Explanation: Customers who love to eat organic food represent a market segment based on their lifestyle, beliefs, and values....
What is this an example of?
A hotel organization launched an app to enable their customers to customize their menu during their stay. What is this an example of?A . WantsB . EmotionsC . NeedsD . StereotypeView AnswerAnswer: A Explanation: In the context of ITIL 4 and "Drive Stakeholder Value," the introduction of an app by...
What is this an example of?
An organization finds value in moving to a 'platform as a service' solution. The organization understands that it is crucial to optimize its own way of working to make this a success. What is this an example of?A . PartnershipB . Basic RelationshipC . Cooperative RelationshipD . Co-creation RelationshipView AnswerAnswer:...
Which of the following is an advantage of a user community?
Which of the following is an advantage of a user community?A . Super users are always available to help out users.B . Peer support will reduce the risk of privacy violations.C . Demand for user support decreases from the service provider.D . A user community does not require any interference...
Which stakeholders will be part of your plan?
New users are onboarding the service of the service provider. You are asked to prepare the communication management strategy. Which stakeholders will be part of your plan?A . Service DeskB . Service Level ManagerC . Relationship ManagerD . Account ManagerView AnswerAnswer: A Explanation: When preparing a communication management strategy, especially...
What do you suggest to improve the situation?
An organization's business-critical service is experiencing frequent downtimes and slow performances. What do you suggest to improve the situation?A . Improve the recovery time object of the critical services to minimize the impact on the service value.B . Coordinate with the business to understand how the services are aligned to...
