ITIL-DSV 무료 덤프문제 온라인 액세스

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?

• A.Involve the project team to explain the service into detail to the customer.
• B.Involve senior management to influence the customer to sign the contract.
• C.Involve the legal department as the agreement should be clear and unambiguous.
• D.Involve service level management to align the service level to the customer's objectives.

An organization has signed a contract to outsource its service desk function to a supplier. Theorganization wants to ensure that its customers and users will receive a seamless support service. Which activity would MOST help the organization at this stage?

• A.Improving the effectiveness of contract renewal
• B.Creating criteria to use when shortlisting suppliers
• C.Integrating supplier activities into organization's value streams
• D.Defining strategy and principles for sourcing of resources

A service provider is off-boarding a user. Which of the following actions is recommended?

• A.Ensure that all invoices are being paid.
• B.Perform a root cause analysis.
• C.Revoke access to the service.
• D.Communicate to all stakeholders.

What is a challenge when onboarding individual consumers?

• A.Ensuring the sponsor agrees the level of service that the consumer receives
• B.Handling a large number of service consumers with different skills
• C.Returning consumer equipment and cancelling user rights
• D.Identifying and documenting service requirements

New users are onboarding the service of the service provider.
You are asked to prepare the communication management strategy. Which stakeholders will be part of your plan?

• A.Service Level Manager
• B.Service Desk
• C.Relationship Manager
• D.Account Manager