ITIL-4-MSF 무료 덤프문제 온라인 액세스

An organization has analysed the current value stream for restoring service to users and identified touchpoints with low business value. User feedback confirmed that some communications from service desk during incident resolution were distracting and did not provide any useful information. What action should the organization take?

• A.Remind the users about the need to follow the agreed communications plan
• B.Eliminate all identified touchpoints
• C.Review the communications in the context of the value stream
• D.Create a separate value stream for the low value touchpoints

What output of the 'request fulfilment control' process serves as an input to the 'service request review and optimization' process?

• A.User survey results
• B.Policies and regulatory requirements
• C.IT asset information
• D.Service catalogue

The service management team is analysis different practices, products, and service to map relevant value streams for further improvements. They are currently looking at the incident management value stream. Which of the following statement is CORRECT?

• A.Only the incident management value stream can trigger restoration of normal service
• B.Incident management should be included in the required fulfillment workflow
• C.Incident management should be involved in all value streams.
• D.Incident management can be involved in other value streams

An organization automates password resets through a self-service portal. Which outcome is MOST likely?

• A.Improved efficiency and reduced support workload
• B.Increased incident volumes
• C.Increased fulfillment costs
• D.Slower response times

A value stream mapping exercise has noted that the service provider monitors all components that are visible to the service consumers. Why will this NOT be sufficient 'monitoring and event management' capability?

• A.Because it is important monitor development and teat environments
• B.Because other components may be essential for the service to be available
• C.Because most technology components include monitoring and event management capabilities by default
• D.Because the wrong stakeholders may have been consulted