ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV)
Last Update 1 week ago
Total Questions : 80
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Through a virtual call with the Service Manager, a top consumer is complaining about the response time of the staff o delivering new laptops. However, all targets are met. The Service Manager listens to the issue, considers its importance, and proposes to review the Service Level Agreement. Which type of listening is the most appropriate for this situation?
Different types of service relationships require different approaches to assessing mutual readiness. Which of the following statements is CORRECT?
A service provider wants to use a technology-generated approach for updating a software application installed on the mobile devices of the service users. Which is the MOST APPROPRIATE method?
Resource constraints have slowed an organization's efforts to expand into new markets.
Which practice would recommend eliminating products and services that are not enabling value, so that the required
resources can be made available?
A potential customer is having trouble agreeing on the level of service it requires. What is the best approach to consider to come to an agreement?
An organization has signed a contract to outsource its service desk function to a supplier. Theorganization wants to ensure that its customers and users will receive a seamless support service. Which activity would MOST help the organization at this stage?
Which statement about the reporting of service outcomes and performance is CORRECT?
An organization wants to grow its customer base as it is currently experiencing a decline in users. The target group includes people of 65+ of age, with at least one grandchild. During which stage is this usually done?
An internal IT service provider does not have all the skills needed to create and deliver a new service, but could develop them with enough time. There are many external service providers who can provide this service. Which approach should the organization follow to decide if they should use the internal service provider or to source the service externally?
TESTED 07 Jan 2025
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