Online Access Free ITIL-DSV Practice Test

A service provider is selecting a supplier to support the service provider's activities in a niche segment of the services its delivering.
What will be important to start a successful cooperation?

• A.Warranty-based service level agreements are respected by all parties.
• B.Organize daily stand-ups and demos to bring together the supplier and customer.
• C.Organize open communication with all stakeholders on the aligned goals to achieve.
• D.Establish trust-based service level agreements to improve the speed of delivery.

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.Moment of truth
• C.Design thinking
• D.Elevating capabilities

While engaging with a new customer, a service provider should consider which of the following considerations FIRST?

• A.What dependencies and risks should be considered when consuming the service.
• B.What outcomes is the customer trying to realize.
• C.Which decisions and actions should involve the service provider.
• D.How can we provide feedback to the service provider.

Which TWO are examples that can be handled as service requests?
1. A customer asks a service provider to design an app for staff to submit vacation requests
2. A staff member asks for a new barcode scanner from an internal IT department
3. A manager requires swift changes to user access rights for an employee
4. A service provider establishes a channel for users to submit emergency changes

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

Which is a technique for identifying customers that have common demands?

• A.PESTLE
• B.SWOT analysis
• C.Continual improvement model
• D.Market segmentation