ITIL ITIL-4-Specialist-High-velocity-IT Practice Test - Questions Answers, Page 6

A service provider has recently started providing services to a new client. Surveys have shown that most of the client's staff are satisfied with their experience across the user journey. However, some users are taking longer to get started because they are unaware or confused by the procedures to access and utilize the services.

Which is the BEST recommendation to improve the user journey?

In service relationships, what is a benefit of identifying consumer roles?

An organization is evaluating the advantages and disadvantages of replacing its legacy information systems with cloud-based services as part of its strategic plan. The market is extremely competitive, so the organization wants to ensure that all factors are considered.

Which technique would allow this organization to BEST understand the external factors that could influence this decision?

The service desk procedure for printer incidents is to verify that this is a hardware fault, and then contact a supplier. The supplier has a contract to repair or replace faulty printers within two days. A user contacts the service desk to say that their printer is broken, and they urgently need a printout of a contract or a significant sale will be lost.

What should the service desk agent do?

What should be included in an organization's approach to risk management?

Users often do not provide feedback because they do not believe it will be addressed.

Which is the BEST method for encouraging users to submit feedback in this situation?

An IT department is working with the organization's marketing team to introduce a new set of analysis tools. Having read articles in the media about these tools, the marketing team has high hopes. Because the tools are being introduced using a phased implementation approach, the representatives of the two teams are struggling to agree on service level targets.

How can the 'collaborate and promote visibility' guiding principle be applied to this situation?

Resource constraints have slowed an organization's efforts to expand into new markets.

Which practice would recommend eliminating products and services that are not enabling value, so that the required resources can be made available?

An organization provides an online portal that its employees can use to learn about and request standard services.

Which practice would ensure that users can easily find information on the portal and that the information is kept up-to-date?