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

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

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

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

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

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

Which statement about the reporting of service outcomes and performance is CORRECT?

A service consumer has asked a commercial service provider to develop a new document storage service. The service consumer has a limited budget and the employees that will use the service have a long list of requirements. Which is the BEST approach for collecting the requirements?

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?

Which is the BEST approach for a service consumer to use when they want to obtain services from a service provide?

An organization is encouraging its staff to work from home instead of the office. This has caused changes to how and when users access services.

Which aspect of 'managing demand and opportunities' would provide a better understanding of this situation?

A service provider is collecting requirements for a cloud-based document storage service. Which is an example of a utility requirement for this service?

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?

In the context of the 'five principles of service design thinking', which principle includes combining touchpoints and interactions into service moments?