ITIL4-DPI 무료 덤프문제 온라인 액세스

A service provider has a small technical support team, who are based in a remote location and provide support to a critical service. The support group have a reputation for providing excellent service. Head office, who control budget decisions, are implementing an improvement project for the service.
What should the service provider do FIRST to identify the support team's involvement in the project?

• A.Inform the support team that they will receive regular email updates
• B.Use the same method of communication as agreed with all project stakeholders
• C.Agree a method for involving the support team in financial decisions
• D.Initiate a discussion with the support group to understand their preferred method of communication

A company is starting a digital transformation effort that will require significant changes in how IT operates.
The CIO hired consultants to assess the IT department, and they identified a number of improvements that would increase customer value.
Which approach would BEST prioritize improvement outcomes?

• A.Prioritize outcomes that move the organization closer to its vision, which will maximize value for all stakeholders
• B.Prioritize outcomes that reduce waste the most, which will ensure efficient use of the organization's resources
• C.Prioritize outcomes that impact staff the least, which will help staff develop confidence in making improvements
• D.Prioritize outcomes that can be achieved with the least effort, which will help create momentum for future improvements

In an organization, IT teams are working on documented, structured, and systematic processes for all customer-facing work.
Which concept is this an example of?

• A.A risk
• B.A method
• C.A balanced scorecard
• D.A control

An organization is transitioning to a new customer relationship management (CRM) system with the aim of expanding its customer base and increasing customer retention. The new cloud-based system will be used both internally and by an outsourced call centre. This high-cost, high-priority initiative has many critics who are concerned with lack of resources.
Which stakeholder's support for this initiative is MOST needed to obtain necessary resources and overcome concerns?

• A.Director of Sales
• B.Information Security Manager
• C.Service Level Manager
• D.Call Centre Manager

An internal service provider is creating a business case to justify the purchase of a new service management toolset. The business case includes several options from multiple vendors.
Which is MOST important to include in the business case?

• A.An evaluation of organizational constraints on the use of the toolset
• B.The techniques used to develop the service provider's strategy
• C.The risks to the toolset vendors of not selecting their product
• D.A description of how the guiding principles will be used to implement the toolset