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TEST BORRADO, QUIZÁS LE INTERESE: ITIL 4 DSV - Test 1

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Título del Test: ITIL 4 DSV - Test 1 Descripción: ITIL 4 Specialist Drive Stakeholder Value (DSV) Autor: RDR OTROS TESTS DEL AUTOR Fecha de Creación: 22/07/2024 Categoría: Informática Número Preguntas: 40

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A service provider is losing its customers at a rapid pace. The Service Manager wants to understand the reason and asks to draw out the customer journey for this. Why is this a good idea? The customer’s risks will be removed when using the service. The customer will have cheaper services because of the customer journey. The service provider will be able to identify and understand specific customer’s behavior and outcomes. The service provider will be able to get optimal value out of the service it is delivering. A hotel organization launched an app to enable their customers to customize their menu during their stay. What is this an example of? Needs Wants Stereotype Emotions. After onboarding, the customers can access the service provider’s mobile network. What is this an example of? Transfer of goods Provision of access to resources Interaction with operant service provider resources Joint Service actions. An organization wants to grow its customer base as it is currently experiencing a decline in users. The target group includes people of 65+ of age, with at least one grandchild. During which stage is this usually done? Empathize Define Ideate Prototype. Customers who love to eat organic food are an example of which category? Geographic market category Demographic market category Behavioural market category Psychographic market category. An organization just added a voice assistant on its vacuum cleaners. The marketing team is preparing the launch of the appliance. What is the correct approach they should consider? Consider increasing the warranty and a service contract for maintenance in the future. Consider sparking the customer’s interest and focus on the benefits of the voice assistant. Consider setting up a peer-to-peer support programme on your website to grow the community organically. Consider reducing the prices to reach a bigger customer base. The IT Manager of an organization is drafting the business case to move to the public cloud. The IT Manager seeks your advice to understand the approach that can be considered. What is the best approach that you will suggest? Draw up a customer journey map of all different types of customers to understand the value the service brings. Put continual improvement at the center of this initiative and use all the ITIL guiding principles. Map out the SWOT analysis and perform a risk analysis to understand which services are ready to be migrated to the public cloud. Organize an onboarding workshop with all stakeholders early in the process, this will increase the customer’s engagement. An organization is considering outsourcing its data center. The Supplier Manager is analyzing the potential external service providers. Which factor should NOT be considered by the Supplier Manager in the decision making process? Size of the organization Financial situation Geographic presence Patents filed year to date. An organization is selecting a service to develop strategic services. As you are leading the selection process, what would NOT be one of the factors that you will explore? The ability to produce results The concern for common goals The ability to perform as expected The need to improve over time. Through a virtual call with the Service Manager, a top consumer is complaining about the response time of the staff on 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 listening is the most appropriate for this situation? Selective Listening Positive Listening Attentive Listening Empathic listening. An organization is looking for a service provider to support them in their digital transformation. As part of the service provider, what would be the first focus of your interactions? Display the proof of the capabilities to deliver your products consistently. Understanding the utility and warranty requirements to create the most value for the customers. Display solutions implemented at other customers within the same industry. Understanding the customer purposes, issues, and needs. An organization is rebranding and renovating its branches. As part of the renovation, the physical network cabling is to be upgraded. You are responsible to manage the supplier. How will you engage with the cabling provider? Invite the provider as part of the project board. Create user accounts for the provider during the onboarding stage. Forecast the required demand and planning to the provider. Focus on the value the cables are delivering to the bank and praise them for it. 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? Basic Relationship Cooperative Relationship Co-creation Relationship Partnership. A service provider is selecting a supplier to support the service provider’s activities in a niche segment of the services its delivering. What will be important to start a successful cooperation? Organize daily stand-ups and demos to bring together the supplier and customer. Organize open communication with all stakeholders on the aligned goals to achieve. Warranty-based service level agreements are respected by all parties. Establish trust-based service level agreements to improve the speed of delivery. An organization will navigate through a digital transformation. What would help the service provider to maintain a good relationship during this time of organizational change? Carry out customer satisfaction surveys regularly and take action on the results. Increase the service levels during the transformation period. Guarantee all downtimes will be solved within the agreed targets. Lower the billing margin during the transformation period. After drawing the service value streams, some bottlenecks are apparent. To improve this, an organization will make use of: Lean Techniques Agile Development User-Centered Design Service Design Thinking. In consideration to the complaints of long waiting times, an organization wants to improve its service desk. Which is the most appropriate action that the Service Desk Manager should consider? Merge the service desk and the engineering team to handle calls faster. Investigate when the users are calling the service desk. Increase the number of service desk employees. Modify the Service Level Agreement to allow longer waiting times. A service provider is launching a new service. What is an appropriate method to encourage the demand for this service? Increase the overall price of the service. Set an early-bird price. Add a cancellation fee to the order. Introduce a freeze period before the deadline. An organization is identifying the needs for a new service. To ensure that the service is going to be fit for purpose, the organization has defined some requirements. Which of the following is the best way to specify the requirements? The service should be available 24/7, 99,99% of the time. Not more than 15 minutes of data can be lost. The service should combine the data from different sources. The data should be kept recorded for 10 years. A start-up wants to launch a new service. As funding is limited, which of the following is the best technique that they can use? Minimum Viable Product User Story Mapping Weighted Job First Establish Pull. An organization is looking for a service provider to support the less critical services. How would you describe the needs of the organization? Measurable outcomes and goals giving the service provider the opportunity to take ownership of the service it is providing. Measurable financial targets to optimize the value of the service and total cost of ownership. Value-based value streams to be followed by the service provider with clear and measurable targets. Utility based requirements linked to the current service solution to reduce the impact during the digital transformation. What of the following is NOT an example of a service value driver? A new cell phone for the user Access to the mobile network of a service provider Resetting the PIN code for the user Automatically renewing the contract with the service provider. An organization’s business-critical service is experiencing frequent downtimes and slow performances. What do you suggest to improve the situation? Match the usage of the services to the downtimes and propose actions to spread the demand. Scale up the underlying infrastructure to increase the resilience of the service. Improve the recovery time object of the critical services to minimize the impact on the service value. Coordinate with the business to understand how the services are aligned to the business goals. A service provider is setting up an agreement with an organization. As the user experience is important, it is added to the agreement. Which metric would you advise to be added to the agreement? Number and frequency of returns to the previous stage Maximum number of simultaneous downloads Maximum duration of an interruption Unlimited monthly traffic. A potential customer is having trouble agreeing on the level of service it requires. What is the best approach to consider to come to an agreement? Involve the legal department as the agreement should be clear and unambiguous. Involve senior management to influence the customer to sign the contract. Involve service level management to align the service level to the customer’s objectives. Involve the project team to explain the service into detail to the customer. A service provider is receiving complaints from the users about the migration to a new service. The users are finding it difficult to identify and use features of the migrated service. What would have helped to prevent this? An e-learning course describing migration of service should be easily available to the users. The users should be marked as an important stakeholder in the stakeholder map. All changes should be assessed and prioritized. The outcomes should be part of the service level agreement. A service provider is onboarding new users. To ensure that the user is allowed to access the service, it requires a copy of the user’s ID. What is this an example of? Security restrictions User enabling requirements Multi-factor Authentication Role based access management. 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? Focus on value Start where you are Progress iteratively with feedback Optimize and automate. A service provider is onboarding a large customer with a complex user base. It is advised that the service provider manages this as a: Programme Project Emergency Change Normal Change. A service provider is off-boarding a user. Which of the following actions is recommended? Revoke access to the service. Communicate to all stakeholders. Perform a root cause analysis. Ensure that all invoices are being paid. A service provider has chosen a shift-left approach to deliver new services to its users. This approach has been challenging for some users. What could be the reason? Users do not have sufficient skills to use the new tools. No formal records under service provider’s control. Service has limited scalability. Service can have privacy concerns for the users. 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? Relationship Manager Service Desk Service Level Manager Account Manager. Just minutes before the service desk operations close for the day, a user calls with an urgent request. What would be the BEST way to respond to the request? Assess the impact and decide to help the user even outside of the agreed business hours. Listen and empathize with the user. Ask the user to call back during the agreed business hours. Log a ticket and work on it during the agreed business hours. Escalate to the second line team, the ticket remains within the service level agreement. Which of the following is an advantage of a user community? Super users are always available to help out users. Demand for user support decreases from the service provider. Peer support will reduce the risk of privacy violations. A user community does not require any interference from the service provider. 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? Remove the triage step as this slows down the incident resolution. Shift all service desk employees to the priority 1 incidents when they happen. Improve the triage step to guide priority 1 incidents to specialised groups. Add additional staff to the service desk team. While engaging with a new customer, a service provider should consider which of the following considerations FIRST? What outcomes is the customer trying to realize. How can we provide feedback to the service provider. Which decisions and actions should involve the service provider. What dependencies and risks should be considered when consuming the service. A user is using the self-service portal to download an application. What is this an example of? Pull Service Action Push Service Action Automated Service Action Tailored Service Action. A moment of truth is best described as: The moment the agreement is signed as part of the offer phase. The renewal of the contract when a deadline has been set. A key touchpoint in which the user changes its impression of the service. The moment when mutual readiness is assessed. A service provider has a hard time receiving user’s feedback. Which of the following is NOT an appropriate solution to improve the situation? Add social media channels to monitor and provide fast feedback. Respond to all feedback individually. Hand out rewards for feedback. Share the user’s feedback on social media. A service provider wants to track if a customer is emotionally satisfied with the service it is providing. Which metric would help the MOST? Number and frequency of users errors Number of transactions where users used the interface help Average rating given by the users to the service Customers churn rate.

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