Online Access Free ITIL-4-Specialist-Monitor-Support-Fulfil Practice Test

A service management team has understood the benefits of value streams and has already mapped the current incident management value stream. What should be the NEXT step for the service management team to take?

• A.Analyse the value stream map to identify waste
• B.Proceed with major changes to the incident management value stream
• C.Start eliminating work not connected to the incident management value stream
• D.Adjust the incident management value stream to best practice

Which role or team usually perform the initial operational actions on service requests?

• A.Problem manager
• B.Change manager
• C.Service desk
• D.Specialized technician

How can a service desk agent recognize and understand the experience of a user?

• A.Create a moment of truth
• B.Utilize omnichannel communication
• C.Apply service empathy
• D.Effectively and efficiently triage the user query

A service provider is implementing a new powerful survey management system. How can service desk practice benefit from it?

• A.The system will help to report the practice performance
• B.The system will help to integrate service desk into value streams
• C.The system will help to manage user query records
• D.The system will help to collect user feedback

Which statement about the third-parties role in incident management is CORRECT?

• A.Incident management activities should be delegated to third parties as much as possible
• B.Incident models should define third parties' involvement in incident management
• C.Interactions with third parties during incident management should be formalized as much as possible
• D.Third parties should be excluded from incident management activities