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Question 1

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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?

Question 2

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A customer is retiring a service and has terminated the contract for the service with the service provider. The service provider will continue to deliver other services to the customer. Which activ

Question 3

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A service provider has received information from market analysis which shows that there is strong demand for one of its products in countries in which it does not usually operate. Which activity sho

Question 4

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Which statement about the end-to-end customer journey is CORRECT?Which approach would be BEST aligned to the 'design thinking' methodology at this initial 'empathy' stage?

Question 5

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An internal IT service provider does not have all the skills needed to create and deliver a new service, but could develop them with enough time. There are many external service providers who can pr

Question 6

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A service provider has a hard time receiving user's feedback. Which of the following is NOT an appropriate solution to improve the situation?

Question 7

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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 a

Question 8

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An organization's customers have historically been satisfied with the functionality and performance of its services. Recently, however, the organization is getting complaints about both the performa

Question 9

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An organization has signed a contract to outsource its service desk function to a supplier. The organization wants to ensure that its customers and users will receive a seamless support service. Whi

Question 10

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Which charging mechanism could cause the price of a service to change depending on the time of day?

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Related questions

What is an attribute of a strategic partnership?

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?

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

A consumer organization is making significant changes to the technologies used by its employees, and is discussing those changes with its service provider. How can the service provider BEST demonstrate the capability to meet the needs of the consumer organization?

A service provider has received information from market analysis which shows that there is strong demand for one of its products in countries in which it does not usually operate. Which activity should the service provider perform now?

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

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 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?

Which activity describes user-centered service design?

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?

Question 13 - ITIL-DSV discussion

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Which of the following is an advantage of a user community?

A.

Super users are always available to help out users.

B.

Peer support will reduce the risk of privacy violations.

C.

Demand for user support decreases from the service provider.

D.

A user community does not require any interference from the service provider.

Suggested answer: C

Explanation:

In the context of ITIL 4 and the 'Drive Stakeholder Value' module, the concept of a user community is directly linked to the idea of peer support and self-service. User communities enable users to assist one another, which can effectively reduce the direct demand for support from the service provider. This aligns with the ITIL 4 guiding principle of 'Collaborate and Promote Visibility,' where engaging users through communities can lead to more efficient support processes and reduce the overall workload on the service provider.

Option A (Incorrect): While super users might be available to help out, this isn't the core advantage of a user community in an ITIL 4 context. The key benefit lies in reducing the support demand on the provider, not merely the presence of super users.

Option B (Incorrect): Peer support might help with issues resolution but does not inherently reduce the risk of privacy violations. Privacy concerns are managed through governance and security measures, not primarily through peer support.

Option C (Correct): This is the correct answer. A well-functioning user community encourages users to help each other, which can significantly reduce the number of support requests that reach the service provider. This is in line with the ITIL 4 emphasis on leveraging community engagement to improve service efficiency.

Option D (Incorrect): A user community still requires some level of management or facilitation from the service provider to ensure it is effective and aligns with organizational goals.

The reduction of demand on the service provider is a significant advantage, as it allows the provider to focus on more complex issues or service improvements rather than handling routine queries that the community can resolve.

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asked 18/09/2024

Veridjan Hoxha

36 questions

User

Your answer: A B C D

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