ITIL-4-Transition 무료 덤프문제 온라인 액세스

Which can act as an operating model for an organization?

• A.The four dimensions of service management
• B.The ITIL guiding principles
• C.Continual improvement
• D.The service value chain

An organization supports the users of its services using a tiered structure. There are many specialists in the second- and third-line resolution teams who have worked for the organization for a long time. The organization is in the process of deploying many changes to services. This is likely to result in a large number of complex incidents. In addition, there are long backlogs of work for the second and third-line resolution teams to complete.
Which is the BEST approach or technique to resolve this situation?

• A.Swarming
• B.Service integration and management
• C.An information model
• D.Machine learning

What do design thinking and service-dominant logic have in common?

• A.Both require clearly defined requirements and acceptance criteria
• B.Both focus solely on the needs and problems of the consumers
• C.Both involve collaborating with customers to ensure their needs are met
• D.Both focus on product functionality and on building new features

Which is a purpose of the customer journey?

• A.To understand the interactions between the user and the service provider
• B.To understand the service consumer resources required to deliver the service
• C.To maximize the co-creation of value from both an outcome and experience perspective
• D.To maximize the number of contacts with the customer in order to enhance the service

Identify the missing word in the following sentence:
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [?], and the CIs that support them, is available when and where it is needed.

• A.Outcomes
• B.IT assets
• C.Organizations
• D.Services