ITIL4-DPI 무료 덤프문제 온라인 액세스

A service provider has established the success factor of:"improved availability of wi-fi service." Using the SMART model, which is the BEST key performance indicator to use to measure this?

• A.5% reduction in number of complaints to the service desk by the end of the year
• B.5% increase in user satisfaction scores for the wi-fi service
• C.10% increase in resolution of wi-fi incidents within target time by the end of quarter 3
• D.Increase in wi-fi service reliability by the end of quarter 2

An organization recently established a continual improvement team to promote and enable continual improvement throughout the SVS. The members of the team are discussing the team's role in continual improvement across the organization.
Which is the BEST description of the team's role in this situation?

• A.The team should be the central point of responsibility for the identification, proposal, and implementation of all improvements
• B.The team should ensure that everyone in the organization is empowered and trained to identify and propose improvements
• C.The team should focus on the improvement of the 'continual improvement' practice
• D.The team should ensure that every improvement initiative strictly follows the steps in the ITIL continual improvement model

A service provider is implementing a new self-service portal for users to request access to IT services. The portal will be made available to 5000 users across 50 sites.
Which is the BEST guidance for producing guidelines for users of the self-service portal?

• A.Provide guidelines for using the self-service portal for access requests to the service desk staff so that they can help users
• B.Provide guidelines outlining the difference from previous methods of requesting access to IT services
• C.Produce simple guidelines for users of the self-service portal for access requests, making it clear who to contact for exceptions
• D.Circulate detailed guidelines to users for using the self-service portal to request access to IT services

A service provider is improving its 'service desk' practice and has established the success factor:"improved user satisfaction with the service desk." Which is the BEST key performance indicator for measuring this?

• A.Reduce time to resolve the underlying cause of incidents
• B.Accelerate service request fulfilment by the end of quarter 2
• C.10% increase in calls resolved without escalation by end of the year
• D.Increase average time to answer phones by 5%

Which describes 'scope of control'?

• A.The set of risks that are owned and assessed by a department manager
• B.The content of a service improvement plan
• C.The number of managers to whom an individual must provide regular reports
• D.The extent to which a manager can direct the actions of team members