ITIL-4-CDS 무료 덤프문제 온라인 액세스

A healthcare organization is implementing data analytics to analyze patient dat

• A.To improve decision-making based on patient data analysis
• B.To understand the relationships between patient data and the healthcare's business services
• C.To highlight bottlenecks in the organization's workflows when collecting patient data
• D.To prioritize and resolve requests for patient data
• E.Why is data analytics important in this context?

An internal service provider of a charity foundation wants to ensure that all queries coming from users and customers are processed within the agreed time. Records show that the flow of incoming queries is uneven; the teams processing the queries may be overwhelmed one day and have idle capacity on another. What is the BEST way for the service provider to ensure timely processing of all queries?

• A.Prioritize all incoming queries according to their economic value to maximize profit and minimize penalties
• B.Increase capacity to process all queries without delays
• C.Prioritize queues using a combination of criteria to maximize value and minimize risks
• D.Limit the number of incoming queries so they could be processed on time

An organization has departments that are structured as Sales, Business Operations, and Quality Control. Each department has its own set of responsibilities, reporting lines and authorities, and they manage their internal processes independently. What type of organizational structure is this an example of?

• A.Matrix
• B.Functional
• C.Flat
• D.Divisional

An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently. What should the organization do FIRST to start to improve the situation?

• A.Use value stream mapping to help understand the end-to-end flow of user support
• B.Review skills and competencies of user support staff to ensure they have the required capability
• C.Encourage teams to collaborate so they can focus on value for users
• D.Improve the integration of tools to ensure there are no gaps between processes

Which approach may help to improve incident resolution times by moving support activities from specialist teams to frontline teams or users?

• A.Swarming
• B.Shift-left
• C.Robotic process automation
• D.Shortest item first