Online Access Free ITIL-4-Transition Practice Test

A web hosting provider has decided to apply more of a 'shift left' approach to service support. The provider knows that users like video tutorials as well as communicating via instant messaging and social networks.
What should the service provider use to expand how users access support and improve the user experience?

• A.Service interaction method
• B.Benefits dependency network
• C.Service level management
• D.Omnichannel management

What is the expected outcome from using a service value chain?

• A.Value realization
• B.Service value streams
• C.The application of practices
• D.Customer engagement

Which two stakeholders co-create value in the service relationship?

• A.The provider and supplier
• B.The investor and supplier
• C.The investor and consumer
• D.The consumer and provider

An organization is reviewing the support of its IT services.
Which is an example of an 'outside in' approach?

• A.Conducting customer and user satisfaction surveys to gather feedback on how customers and users perceive the support of IT services
• B.Asking for feedback from the internal technical teams to ensure they are able to deliver against the support requirements
• C.Understanding how infrastructure and application suppliers are involved in the end-to-end value chain for the support of services
• D.Contacting the organization's ITSM software tool provider to learn about software updates which might improve the support of the services

A software development team is intending to develop many new applications and services. They will need contributions from various practices to achieve this. How should these activities be combined?

• A.Practices should operate as suppliers to each other, using guidance form the 'supplier management' practice
• B.The software development manager should define requirements for all practices and ensure that they contribute to the over all service
• C.Each pratice should define the outputs it will produce and the required inputs it needs to succeed
• D.A value stream should be designed to include activities from all practices that are needed