ITIL ITIL-DSV Practice Test - Questions Answers, Page 7

The examples that can be handled as service requests are 'A staff member asks for a new barcode scanner from an internal IT department' (2) and 'A manager requires swift changes to user access rights for an employee' (3). According to ITIL 4, service requests are predefined and standard requests for services, which often include requests for hardware or changes in access rights. Both examples fit within the typical scope of service requests.

The correct statement about the reporting of service outcomes and performance is that 'Service performance metrics should be mapped to customer outcomes.' ITIL 4 emphasizes the importance of aligning service performance metrics with the outcomes that are valuable to the customer. This ensures that the service provider's reporting is focused on what matters most to the customer, thereby enhancing satisfaction and trust.

The best approach for collecting requirements in this scenario is to 'Work with the customer to identify the requirements for utility and warranty and inform the users of what has been agreed.' ITIL 4 highlights that utility (what the service does) and warranty (how the service performs) are critical to defining the value a service provides. By focusing on these aspects with the customer, the service provider can ensure that the service meets the essential needs within the budget constraints, while users are informed about the agreed functionalities.

The practice that ensures users can easily find information on the portal and that the information is kept up-to-date is 'Service catalogue management.' ITIL 4 highlights that service catalogue management is responsible for ensuring that accurate and up-to-date information about services is available to users, making it easier for them to find and request services through an online portal.

The best approach for a service consumer to use when they want to obtain services from a service provider is to 'Develop a list of needs focusing on what should be achieved.' ITIL 4 emphasizes the importance of focusing on outcomes rather than specific technical requirements. By clearly stating what needs to be achieved, the service provider can design or select the best service to meet those needs.

The aspect of 'managing demand and opportunities' that would provide a better understanding of changes in how and when users access services due to working from home is 'Analysing patterns of business activity.' ITIL 4 explains that understanding patterns of business activity (PBA) helps in predicting demand for services and ensuring that resources are allocated appropriately to meet the varying needs of users.

An example of a utility requirement for a cloud-based document storage service is 'The service will allow each user 100GB of storage space.' ITIL 4 defines utility as the functionality of a service that meets user needs. In this case, the amount of storage space provided is a key functional requirement that determines the utility of the service for its users.

The best initiative to develop a partnership relationship with service consumers and increase trust and customer satisfaction is to 'Develop interpersonal skills and service empathy in all teams.' ITIL 4 emphasizes the importance of service empathy and interpersonal skills in fostering a service mindset. By enhancing these skills across the organization, teams can better understand and address customer needs, leading to stronger relationships and higher satisfaction.

In the context of the 'five principles of service design thinking,' the principle that includes combining touchpoints and interactions into service moments is 'Sequencing.' ITIL 4 explains that sequencing involves arranging service interactions in a logical order to create meaningful and effective service moments, ensuring a cohesive and satisfying user experience.