Question 1

Which charging mechanism could cause the price of a service to change depending on the time of day?

Options :

A : Differential charging

B : Cost

C : Cost plus

D : Market price

Answer: A

Question 2

Customer Journey session:

What is the purpose of identifying, understanding, and mastering the customer journey, for the service provider perspective, when consider optimizing risk and compliance?

Options :

A : To ensure key service consumer risks have been identified and addressed

B : To gain optimal service value and experience from the service relationship

C : To focus on the customer satisfaction issues and key areas with the highest pay-outs related to costs

D : To identify and support specific service consumer behaviours and outcomes

Answer: C

Question 3

When service consumers are individuals, there are numerous factors that affect how the service provider manages the service relationship during the customer journey.

When we consider relationship management with individual service consumers, what is a challenge for Explore stage?

Options :

A : Pre-sale and sales are highly regulated to protect consumer rights

B : Service consumers do not explicitly express their needs and expectations

C : Need for simple and fast contracting procedures and interfaces

D : Large number of service consumers with different skills and backgrounds

Answer: B

Question 4

A service provider is strategizing the integration of a novel desktop service for an incoming clientele. Which task will be undertaken by the customer?

Options :

A : Furnishing permissions for user access to the desktop service platform.

B : Educating users on the precise protocols to access support channels tailored for the desktop service.

C : Equipping service desk personnel with insights into prevalent solutions for resolving typical incidents concerning desktop services.

D : Enacting self-assist technological solutions to facilitate the handling of desktop service inquiries.

Answer: B

Question 5

Co-create session:

The service provider aims to update a software application installed on the mobile devices of its users, and they want to adopt a technology-generated approach. What is the MOST SUITABLE method for achieving this?

Options :

A : Directing the service desk to contact users when updates are available and guiding them through the update procedure.

B : Implementing a self-service portal, allowing users to request updates from the service desk.

C : Utilizing a push method to automatically check the user-s device for updates whenever it connects.

D : Instructing users to bring their devices to the service desk team at their convenience for updates.

Answer: C

Smartly Prepare Exam with Free Online ITIL-4-Specialist-Drive-Stakeholder-Value Practice Test

Buying Options: