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ITIL ITIL-DSV Practice Test - Questions Answers, Page 3

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List of questions

Question 21

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After drawing the service value streams, some bottlenecks are apparent. To improve this, an organization will make use of:

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Question 22

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A hotel organization launched an app to enable their customers to customize their menu during their stay. What is this an example of?

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Question 23

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Through a virtual call with the Service Manager, a top consumer is complaining about the response time of the staff o delivering new laptops. However, all targets are met. The Service Manager listens to the issue, considers its importance, and proposes to review the Service Level Agreement. Which type of listening is the most appropriate for this situation?

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Question 24

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An organization's business-critical service is experiencing frequent downtimes and slow performances. What do you suggest to improve the situation?

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Question 25

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An organization is looking for a service provider to support them in their digital transformation. As part of the service provider, what would be the first focus of your interactions?

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Question 26

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A moment of truth is best described as:

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Question 27

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A service provider is launching a new service. What is an appropriate method to encourage the demand for this service?

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Question 28

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A service provider has chosen a shift-left approach to deliver new services to its users. This approach has been challenging for some users. What could be the reason?

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Question 29

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A service provider is failing its service level targets on a monthly basis. The resolution time of priority 1 incidents is breached frequently.

As the Incident Manager for the service provider, which action will you take?

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Question 30

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A service provider wants to track if a customer is emotionally satisfied with the service it is providing. Which metric would help the MOST?

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Total 80 questions
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Related questions

A service provider has built a 'cooperative relationship' with a customer. Which activity are they MOST LIKELY to use to validate the services that are provided?
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 BEST example of an experience metric that can be included in the SLA?Which approach is being demonstrated by these examples?
Which is a technique for identifying customers that have common demands?
Different types of service relationships require different approaches to assessing mutual readiness. Which of the following statements is CORRECT?
A service provider is onboarding new users. To ensure that the user is allowed to access the service, it requires a copy of the user's ID. What is this an example of?
Just minutes before the service desk operations close for the day, a user calls with an urgent request. What would be the BEST way to respond to the request?
An organization is aiming to develop a partnership relationship with their service consumers. One of the objectives is to increase the level of trust and customers' satisfaction by establishing a service mindset across the organization. Which initiative is the BEST way to achieve it?
A moment of truth is best described as:
After drawing the service value streams, some bottlenecks are apparent. To improve this, an organization will make use of:
Which activity describes user-centered service design?