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What is the BEST way to improve this situation?
A service provider receives negative feedback from users about fulfillment of some types of service requests. If a service request requires implementation of a change. It is often fulfilled with significant delays. What is the BEST way to improve this situation?A . Review me fulfilment procedures to remove the need...
Which of the following automation tolls will help to integrate service desk with other practice in the service provider’s value streams?
Which of the following automation tolls will help to integrate service desk with other practice in the service provider’s value streams?A . Survey toolsB . Workflow management toolsC . Reporting toolsD . Work prioritization toolsView AnswerAnswer: B Explanation: Workflow management tools help integrate the service desk with other practices in...
What is a key input to the service request fulfillment control process?
What is a key input to the service request fulfillment control process?A . Service request QueriesB . Fulfilled service requestsC . Policies regulatory requirementsD . User survey insultsView AnswerAnswer: C Explanation: A key input to the service request fulfillment control process is understanding the policies and regulatory requirements that govern...
Which of the following BEST describes a service request?
Which of the following BEST describes a service request?A . A set of details about service requests which is made available to usersB . A standardized approach to the fulfilment of a service request typeC . A request from a user to initiate an agreed service actionD . A required...
What is the MOST LIKELY reason to involve third parties in the service provider’s problem management practice?
What is the MOST LIKELY reason to involve third parties in the service provider’s problem management practice?A . Problems may cause incidents that have an Impact on third partiesB . Third parties am responsible for problem categorization and Impart analysisC . Errors in third-party products may cause problemsD . Service...
Achieve its purpose, and is integrated with other practices?
Which capability level shows that the problem management practice is defined. Achieve its purpose, and is integrated with other practices?A . Level 2B . Level 3C . Level 4D . Level 5View AnswerAnswer: B Explanation: At capability level 3, a practice is defined, achieves its purpose, and is integrated with...
What is the MOST LIKELY reason to involve third parties in the service provider’s problem management practice?
What is the MOST LIKELY reason to involve third parties in the service provider’s problem management practice?A . Problems may cause incidents that have an Impact on third partiesB . Third parties am responsible for problem categorization and Impart analysisC . Errors in third-party products may cause problemsD . Service...
What activity is MOST LIKELY to be a responsibility of the problem management team?
A service provider has different product focused teams, plus a small problem management team. What activity is MOST LIKELY to be a responsibility of the problem management team?A . Identifying and logging problemsB . Investigating problemsC . Coordinating problem solving teamsD . Reviewing known errorsView AnswerAnswer: C Explanation: In organizations...
Which consumer role is the primary focus of the service request management practice?
Which consumer role is the primary focus of the service request management practice?A . CustomerB . UserC . SponsorD . Asset managerView AnswerAnswer: B Explanation: In the service request management practice, the primary focus is on the user, as they are the ones submitting service requests and requiring support. ITIL...
Which of the following statements provides the BEST reason for applying a workaround?
Which of the following statements provides the BEST reason for applying a workaround?A . It is impossible to find a systemic solution for an incidentB . The incident requires an immediate coordinated resolutionC . The incident requires quick restoration of normal operationD . There are no automated resolution procedures availableView...
