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NEW QUESTION 42
Which are elements of the service value system?
- A. Outcomes, utility, warranty
- B. Customer value, stakeholder value, organization
- C. Service provision, service consumption, service relationship management
- D. Governance, service value chain, practices
Answer: D
NEW QUESTION 43
Which can act as an operating model for an organization?
- A. The four dimensions of service management
- B. The ITIL guiding principles
- C. The service value chain
- D. Continual improvement
Answer: C
NEW QUESTION 44
Which is an example of results-based measurement and reporting?
- A. Measuring and reporting the number of supplier-related interruptions to a service
- B. Measuring and reporting the customer satisfaction with closed incidents
- C. Measuring and reporting the number of hours worked by service desk employees
- D. Measuring and reporting the cost of providing a service to customers and users
Answer: B
NEW QUESTION 45
When an organization has initiated an IT transformation project, which 'organizational change management' activity should it carry out FIRST?
- A. Develop a value stream map of the desired future changes
- B. Create corrective action plans for staff who are resistant to the change
- C. Communicate areas of waste that can be eliminated
- D. Create a clear picture of what is changing and why it is valuable
Answer: D
NEW QUESTION 46
In an organization, a service desk team employs experienced staff who have worked there for many years and have good relationships with support teams. The organization has a good improvement culture, and staff are encouraged to use their experience and identify improvements. They are developing a new policy for handling incidents.
Which is the BEST approach for this new policy?
- A. Ensure that any identified exceptions are excluded from the policy to improve clarity
- B. Implement the policy to the service desk staff initially before informing other affected support teams
- C. Ensure that all teams involved in incident resolution collaborate in the development of the policy
- D. Engage with stakeholders to ensure that as much detail as possible is included in the policy
Answer: C
NEW QUESTION 47
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