ITIL ITIL-4-Specialist-High-velocity-IT Practice Test - Questions Answers, Page 4

An organization has signed a contract to outsource its service desk function to a supplier. The organization wants to ensure that its customers and users will receive a seamless support service.

Which activity would MOST help the organization at this stage?

Which activity describes user-centered service design?

Which TWO are examples that can be handled as service requests?

A customer asks a service provider to design an app for staff to submit vacation requests.

A staff member asks for a new barcode scanner from an internal IT department.

A manager requires swift changes to user access rights for an employee.

A service provider establishes a channel for users to submit emergency changes.

Which is the BEST method of monitoring the customer's overall perception of a service?

A customer is retiring a service and has terminated the contract for the service with the service provider. The service provider will continue to deliver other services to the customer. Which activity should the service provider include in the plans to offboard the service?

An organization has recently made improvements to how users request new phones, track their arrival, and get help setting the phone up.

Which practice has been most affected by these improvements?

Users are complaining that service desk agents do not listen to them and make assumptions about what their issues are.

Which action would BEST help to improve this situation?

An investment bank has outsourced its customer care helpline. It is keen to introduce experience metrics into its Service Level Agreements (SLAs) with the service provider for the helpline. It has asked for a re-negotiation of the existing SLA.

Which is the BEST example of an experience metric that can be included in the SLA?

A service provider is starting to design a customer journey. The service provider has documented the utility, warranty, and experience that the service should deliver.

What else do they need to identify before they start to design the journey?