Which practice ensures that a variety of access channels are available for users to report issues?
Correct Answer: A
Explanation Service desks provide a variety of channels for access including: Phone calls, which can include specialized technology, such as interactive voice response (IVR), conference calls, voice recognition, and others. Service portals and mobile applications, supported by service and request catalogues, and knowledge bases. Chat, through live chat and chatbots. Email for logging and updating, and for follow-up surveys and confirmations. Walk-in service desk (which are becoming more prevalent in some sectors, such as higher education, where there are high peaks of activity that demand physical presence)., Text and social media messaging, which are useful for notifications in case of major incidents and for contacting specific stakeholder groups, but can also be used to allow users to request support. Public and corporate social media and discussion forums for contacting the service provider and for peer-to-peer support. https://www.bmc.com/blogs/itil-service-desk/
Question 128
Which statement about a continual improvement register (CIR)' is TRUE?
Correct Answer: C
The continual improvement practice aligns the organization's practices and services with changing business needs through the ongoing identification and improvement of services, service components, practices, or any element involved in the efficient and effective management of products and services1. A continual improvement register (CIR) is a tool used to track and manage improvement ideas from identification through to final action2. It helps to prioritize, monitor, and communicate the status of improvement initiatives3. The other statements are not true because: * Used to help plan changes, assist in communication avoid conflicts and assign resources: This describes the purpose of a change schedule, which is a tool used by the change enablement practice2. * Used to select the right method, model or technique for identifying improvements: This describes the purpose of a continual improvement model (CIM), which is a tool used by the continual improvement practice2. * Used to provide a formal description of one or more services designed to address the needs of a target consumer group: This describes the purpose of a service offering, which is an output of the engage activity of the service value chain1. References: ITIL Foundation - ITIL 4 Edition, page 15; ITIL 4 - A Pocket Guide, page 34; ITIL 4 Practice Guide: Continual Improvement, page 9.
Question 129
Which practice establishes a channel between the service provider and its users?
What ensures that a service provider and a service consumer continually co-create value?
Correct Answer: D
A service relationship is defined as the cooperation between a service provider and service consumer. Service relationships are established between two or more organizations to co-create value. An organization can play the role of provider or consumer interchangeably, depending on the situation. https://www.bmc.com/blogs/itil-key-concepts-service-management/#:~:text=and%20stakeholder% 20management.-,Service%20Relationships,interchangeably%2C%20depending%20on%20the%20situation.
