Online Access Free ITIL-DSV Practice Test

Which TWO are possible checks for ensuring user entitlement before access to a service is provided?
1. Performing annual identity checks for all users
2. Confirming user identity when users contact the service desk team for support
3. Ensuring users receive training for services that require certification
4. Performing security checks when necessary to prove user identity

• A.1 and 2
• B.3 and 4
• C.1 and 4
• D.2 and 3

A user has logged an incident because their laptop is performing badly. This is potentially going to impact a big sale. The service level agreement says that the response should be within 8 hours, but the service desk agent recognizes that this is an exceptional situation and escalates the situationimmediately. The issue is resolved quickly and the user is delighted with the service. What is this an example of?

• A.Smoothing demand
• B.Elevating capabilities
• C.Moment of truth
• D.Design thinking

An organization is changing its training approach to shift the focus from product centric to the needs of the users. What of the following ITIL guiding principles is considered in this case?

• A.Optimize and automate
• B.Focus on value
• C.Start where you are
• D.Progress iteratively with feedback

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.

An organization is looking for a service provider to support the less critical services. How would you describe the needs of the organization?

• A.Measurable outcomes and goals giving the service provider the opportunity to take ownership of the service it is providing.
• B.Utility based requirements linked to the current service solution to reduce the impact during the digital transformation.
• C.Value-based value streams to be followed by the service provider with clear and measurable targets.
• D.Measurable financial targets to optimize the value of the service and total cost of ownership.