Online Access Free ITIL-4-Transition Practice Test

Which is a purpose of the customer journey?

• A.To maximize the co-creation of value from both an outcome and experience perspective
• B.To understand the interactions between the user and the service provider
• C.To understand the service consumer resources required to deliver the service
• D.To maximize the number of contacts with the customer in order to enhance the service

An IT department is able to rapidly develop services that meet functional requirements. However overall satisfaction with these services is low.
Which is the BEST way to start working on developing new services while addressing issues faced by the IT department?

• A.Involve senior management as early as possible to define requirements and help with 'organizational change management' to ensure successful implementation of the service
• B.Develop a clear set of system requirements and track each of them from start to finish to ensure that the delivered service meets the stated requirements
• C.Develop a clear understanding of the customers' intended goals and expectations, and track each of them from start to finish to ensure that the service supports the required outcomes
• D.Assess and improve capabilities of IT teams prioritizing areas that are required to deliver the service in a way that meets customer expectations

Which can act as an operating model for an organization?

• A.The service value chain
• B.The ITIL guiding principles
• C.The four dimensions of service management
• D.Continual improvement

Which is an example of a digital organization?

• A.An organization which uses IT to support its operational processes
• B.An organization which has undergone an IT transformation
• C.An organization which uses IT to improve its 'service desk' practice
• D.An organization which uses IT to change its strategic direction

An organization's customers have historically been satisfied with the functionality and performance of its service. Recently, hovewer, the organization is getting complaints about both the performance of the services and areas such as sales and customer support. How BEST can the organization collect the information needed to address these complaints?

• A.Gather customer service performance metrics and map to SLAs
• B.Conduct satisfaction surveys after service interactions
• C.Collect customer experience and service level metrics
• D.Use feedback from service reviews to assess value realization