Online Access Free ITIL-DSV Practice Test

A service provider is losing its customers at a rapid pace. The Service Manager wants to understand the reason and asks to draw out the customer journey for this. Why is this a good idea?

• A.The service provider will be able to identify and understand specific customer's behavior and outcomes.
• B.The customer's risks will be removed when using the service.
• C.The customer will have cheaper services because of the customer journey.
• D.The service provider will be able to get optimal value out of the service it is delivering.

An organization finds value in moving to a 'platform as a service' solution. The organization understands that it is crucial to optimize its own way of working to make this a success. What is this an example of?

• A.Cooperative Relationship
• B.Basic Relationship
• C.Co-creation Relationship
• D.Partnership

What is an attribute of a strategic partnership?

• A.The customer needs to be able to exit easily
• B.Trust needs to be developed
• C.Minimal information is shared
• D.The relationship is driven by price

Which is the BEST approach for a service consumer to use when they want to obtain services from a service provide?

• A.Develop a list of needs focusing on what should be achieved
• B.Provide the service provider with a detailed list of requirements
• C.Ask the service provider to customize a solution to suit their requirements
• D.Ensure that their detailed requirements are based on a previous legacy solution

Users contacting an organization's service desk team often complain that they are required to repeat information when communicating with different individuals and systems within the organization. Specialists that work with the service desk team also complain that they frequently do not get the information needed to handle user queries. What would resolve these issues for all stakeholders?

• A.Providing multichannel support
• B.Automating the logging of user emails
• C.Establishing omnichannel communications
• D.Providing a self-service portal