Question 1

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 2

...................................is a good starting point when attempting to understand the customer experience. However, customer experience is shaped not only by the contact between the service provider and the service consumer, but also by factors that are partly or completely outside the service provider’s influence.

Fill the blank space with the correct option:

Options :

A : The customer experience

B : The ITIL story (scenarios)

C : The customer journey map

D : Understanding personas

Answer: C

Question 3

User communities can be valuable components of service interactions during normal operations, incidents, and other difficulties.

Which statement is part of user communities scope?

Options :

A : Many organizations have adjusted their organizational structures. This includes ensuring that a leader’s role is closer to that of a ‘servant’. It also involves creating cross-functional teams, which can be achieved by applying matrix and flat structures.

B : Collaborating with all the appropriate leaders/managers will ensure that potential risks are understood and managed. It will also help to communicate a consistent message about the risks and the progress that is being made towards transformation.

C : Customers do not have time for feedback; sometimes they also do not have time for listening to users’ opinions and base their view of services purely on reports.

D : Peer support, knowledge articles, discussions, and improvement initiatives can help to decrease users’ demand for support from the service provider and move support closer to the user (shift left), provide valuable insights and improvement opportunities, and help in communicating news and status updates.

Answer: D

Question 4

Service warranty describes the level of assurance that the agreed utility will be provided in the agreed conditions.

In the examples of warranty requirements and associated metrics, what is a metric/target when we consider warranty requirement for compliance?

Options :

A : Service provision and the service comply with the state regulations for personal data protection, copyright protection, and content control

B : Maximum number of simultaneous traffic consuming apps, such as video streaming / download and video calls

C : Number of incidents of video call or video streaming interruptions or delays (<3 per month)

D : Minimum uptime between interruptions (>3 hours)

Answer: A

Question 5

Practices:

The purpose of the .......................... is to set clear business-based targets for service levels, and to ensure that delivery of services is properly assessed, monitored, and managed against these targets.

Fill correctly the blank space:

Options :

A : Service level management practice

B : Capacity and performance management practice

C : Portfolio management practice

D : Service desk practice

Answer: A