ExamGecko
Login
Home / ITIL / ITIL-DSV / List of questions
Ask Question

ITIL ITIL-DSV Practice Test - Questions Answers, Page 6

Add to Whishlist

List of questions

Question 51

Report Export Collapse

Which marketing technique helps to understand the needs of consumers by tracking their behavior?

Become a Premium Member for full access
  Unlock Premium Member

Question 52

Report Export Collapse

An organization has a culture that encourages people to hide their mistakes. This reduces opportunities to improve in many different areas.

Which practice would MOST help to improve this situation and how?

Become a Premium Member for full access
  Unlock Premium Member

Question 53

Report Export Collapse

A service provider wants to use a technology-generated approach for updating a software application installed on the mobile devices of the service users. Which is the MOST APPROPRIATE method?

Become a Premium Member for full access
  Unlock Premium Member

Question 54

Report Export Collapse

What is an attribute of a strategic partnership?

Become a Premium Member for full access
  Unlock Premium Member

Question 55

Report Export Collapse

Which activity describes user-centered service design?

Become a Premium Member for full access
  Unlock Premium Member

Question 56

Report Export Collapse

An organization is evaluating the advantages and disadvantages of replacing its legacy information systems with cloud-based services as a 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?

Become a Premium Member for full access
  Unlock Premium Member

Question 57

Report Export Collapse

Users contacting an organization's service desk team often complain that they are required to repeat information when communicating with different individuals and systems within the organization. Specialists that work with the service desk team also complain that they frequently do not get the information needed to handle user queries. What would resolve these issues for all stakeholders?

Become a Premium Member for full access
  Unlock Premium Member

Question 58

Report Export Collapse

An organization is using an out-of-the-box service from a large service provider. How does the service provider know about the organization's needs?

Become a Premium Member for full access
  Unlock Premium Member

Question 59

Report Export Collapse

A user has logged an incident because their laptop is performing badly. This is potentially going to impact a big sale. The service level agreement says that the response should be within 8 hours, but the service desk agent recognizes that this is an exceptional situation and escalates the situation immediately. The issue is resolved quickly and the user is delighted with the service. What is this an example of?

Become a Premium Member for full access
  Unlock Premium Member

Question 60

Report Export Collapse

Different types of service relationships require different approaches to assessing mutual readiness. Which of the following statements is CORRECT?

Become a Premium Member for full access
  Unlock Premium Member
Total 80 questions
Go to page: of 8
Search
Open VPLUS File
Convert VPLUS to PDF

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?