Online Access Free ITIL-DSV Practice Test

An organization has signed a contract to outsource its service desk function to a supplier. Theorganization wants to ensure that its customers and users will receive a seamless support service. Which activity would MOST help the organization at this stage?

• A.Improving the effectiveness of contract renewal
• B.Creating criteria to use when shortlisting suppliers
• C.Integrating supplier activities into organization's value streams
• D.Defining strategy and principles for sourcing of resources

Through a virtual call with the Service Manager, a top consumer is complaining about the response time of the staff o 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?

• A.Attentive Listening
• B.Empathic listening
• C.Selective Listening
• D.Positive Listening

A service provider has recently released an upgrade to its payroll service. The service provider had told the customer that the upgrade would include functionality to copy information from various other HR systems, to reduce the amount of manual data entry. However, this statement was not documented at the time and the proposed functionality was not included in design then.
Which practice includes activities which could have helped to avoid this situation?

• A.Service catalogue management
• B.Business analysis
• C.Service desk
• D.Portfolio management

An organization is using an out-of-the-box service from a large service provider. How does the service provider know about the organization's needs?

• A.The service provider's business analysis team negotiates detailed requirements with the organization during the 'offer' stage of the relationship
• B.The organization provides a request for proposal (RfP) to the service provider, so they can understand the needs, and design the service to meet these needs
• C.The service provider's 'service level management' team negotiates detailed requirements with the organization during the 'co-create' stage of the relationship
• D.The service provider's marketing and business analysis teams consider generic market needs, instead of the needs of this specific organization

A moment of truth is best described as:

• A.The moment the agreement is signed as part of the offer phase.
• B.A key touchpoint in which the user changes its impression of the service.
• C.The moment when mutual readiness is assessed.
• D.The renewal of the contract when a deadline has been set.