ITIL-4-Specialist-High-velocity-IT 무료 덤프문제 온라인 액세스

Users have many communication channels for support but complain that they do not receive timely updates and that sometimes their incidents and requests are lost. Users are often asked to provide the same information multiple times when contacting the service desk.
Which is the BEST improvement approach?

• A.Integrate the communication channels to enable the sharing of information and consistent support across channels
• B.Improve service desk staff training so that they have more empathy with users and avoid asking unnecessary questions
• C.Improve user training so that they provide all the information that is needed whenever they contact the service desk
• D.Create separate channels for incidents and requests so that issues affecting customers can be prioritized, tracked more effectively, and resolved without being lost among routine service requests

What is the BEST way for a software development organization to encourage ethical behaviours?

• A.By using machine learning algorithms to take decisions, instead of relying on people
• B.By defining policy that requires ethics to be considered by staff
• C.By using agile methods to ensure people focus on the detail of each individual sprint
• D.By running workshops where people discuss scenarios that have ethical significance

What does a digital organization have to do to create or maintain a competitive advantage?

• A.Deliver innovative new products and services quickly and reliably
• B.Use digital products to automate interactions with consumers
• C.Change how the IT function develops products and services
• D.Provide multiple, integrated support channels for products and services

An organization has many development teams that design products and services in different ways. There is a wide variation in the levels of customer satisfaction with these products and services. The organization would like to introduce a more effective approach to ' service design ' .
Which is the BEST improvement activity?

• A.Define and agree a single ' service design ' approach and model, based on the ' service design ' activities of the most successful development teams
• B.Assess the organization ' s strategic objectives and customer requirements, then decide on the number and types of ' service design ' approaches and models
• C.Review the ' service design ' approaches and models to remove duplication, and improve the efficiency of the development teams
• D.Identify the products and services for which there is low customer satisfaction, and increase the human and technical resources for service design during future upgrades

An organization ' s efforts to maintain high levels of availability have significantly impacted its ability to make fast and frequent changes.
Which action BEST represents how the ' availability management ' practice can support both of these aims?

• A.Automating the handling of detected events
• B.Using chaos engineering techniques
• C.Using site reliability engineering techniques
• D.Measuring the frequency of component failures