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NEW QUESTION 25
An organization is implementing new technology that will significantly improve how they interact with their customers.
Which term BEST describes this situation?

A. Digital transformationB. IT transformationC. Digital organizationD. High velocity IT

Answer: A

 

NEW QUESTION 26
Which is an example of results-based measurement and reporting?

A. Measuring and reporting the customer satisfaction with closed incidentsB. Measuring and reporting the cost of providing a service to customers and usersC. Measuring and reporting the number of hours worked by service desk employeesD. Measuring and reporting the number of supplier-related interruptions to a service

Answer: A

 

NEW QUESTION 27
Which are elements of the service value system?

A. Customer value, stakeholder value, organizationB. Service provision, service consumption, service relationship managementC. Outcomes, utility, warrantyD. Governance, service value chain, practices

Answer: D

 

NEW QUESTION 28
Information that is needed to resolve problems is difficult to obtain because IT staff are worried that they will be blamed for mistakes.
Which concept can MOST help to resolve this?

A. AgileB. Valuable investmentsC. Design thinkingD. Safety culture

Answer: D

 

NEW QUESTION 29
An organization supports the users of its services using a tiered structure. There are many specialists in the second- and third-line resolution teams who have worked for the organization for a long time. The organization is in the process of deploying many changes to services. This is likely to result in a large number of complex incidents. In addition, there are long backlogs of work for the second and third-line resolution teams to complete.
Which is the BEST approach or technique to resolve this situation?

A. Service integration and managementB. SwarmingC. An information modelD. Machine learning

Answer: B

 

NEW QUESTION 30
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