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ITIL ITIL-DSV Practice Test - Questions Answers, Page 8

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Question 71

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A service provider has recently released an upgrade to its payroll service. The service provider had told the customer that the upgrade would include functionality to copy information from various other HR systems, to reduce the amount of manual data entry. However, this statement was not documented at the time and the proposed functionality was not included in design then.

Which practice includes activities which could have helped to avoid this situation?

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Question 72

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Which activity, carried out by both the service provider and the service consumer, enables service provision and consumption to start?

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Question 73

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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?

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Question 74

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A potential customer is having trouble agreeing on the level of service it requires. What is the best approach to consider to come to an agreement?

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Question 75

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Which is an example of planning for value co-creation?

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Question 76

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Which is a technique for identifying customers that have common demands?

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Question 77

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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?

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Question 78

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An organization is negotiating and agreeing the service levels for a social media site.

Which is an example of a measure of utility that should be included in the service level agreement?

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Question 79

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A service provider is selecting a supplier to support the service provider's activities in a niche segment of the services its delivering.

What will be important to start a successful cooperation?

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Question 80

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While engaging with a new customer, a service provider should consider which of the following considerations FIRST?

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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?