ITIL-4-Specialist-Create-Deliver-and-Support 무료 덤프문제 온라인 액세스

A service has been in use for a number of years, and is not being developed or updated. Customers are not happy because they think that the applications that support the service are missing important functionality.
Which practice is most likely to identify this issue and initiate improvement actions?

• A.Service desk
• B.Service validation and testing
• C.Service level management
• D.Knowledge management

A service operations team monitors a critical service. They receive thousands of events every day and operators are trained, so they know which events require a response. Sometimes they miss an important event and this causes service level targets to be breached.
What is the BEST approach to resolve this issue?
A service operations team monitors a critical service. They receive thousands of events every day and operators are trained, so they know which events require a response. Sometimes they miss an important event and this causes service level targets to be breached.
What is the BEST approach to resolve this issue?

• A.Recruit additional operations staff
• B.Improve operations team training
• C.Improve filtering of operations data
• D.Renegotiate service level targets

A software development company wants to transition from a traditional working model to one focused on innovation and adaptability. The management has recognized a need to support changes in the mindset among employees, particularly those accustomed to the traditional approach. However, the management has encountered resistance from long-standing employees who are accustomed to traditional methods. What strategy should the company adopt to effectively facilitate this cultural shift?

• A.Base performance evaluations solely on the number of innovative ideas generated
• B.Limit the cultural shift initiatives to only the newer employees
• C.Introduce rules for innovation and adaptability across all teams
• D.Have leaders actively demonstrate and promote innovative practices

A service provider involves suppliers to resolve incidents related to third-party software. Resolution of such incidents typically takes longer because of the time required to contact a supplier and other delays. The service provider needs to involve the supplier every time a similar incident occurs again. The incident manager wants to reduce the costs and improve the timeliness of incident resolution. What is the BEST way for the incident manager to achieve this?

• A.Ensure that errors in the software that caused incidents are fixed
• B.Ensure that solutions provided by the supplier are tested
• C.Ensure that solutions provided by suppliers are captured and shared in the support team
• D.Avoid transferring incidents to an external supplier as long as possible

A technology firm has implemented a new ticketing system for managing customer support requests.
However, the firm is facing challenges in effectively prioritizing and managing these tickets due to varying levels of urgency and complexity. Some high-priority issues are being delayed, while less critical requests are being addressed too soon, leading to customer dissatisfaction and inefficiencies in the workflow. How should the firm improve this situation?

• A.Stop recording requests during exceptionally busy times
• B.Prioritize tickets based on the order of receipt
• C.Limit ticket submissions to reduce the workload on support staff
• D.Develop a dynamic prioritization model that assesses the impact and urgency of each ticket