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NEW QUESTION 49
Which is an example of results-based measurement and reporting?

A. Measuring and reporting the number of hours worked by service desk employeesB. Measuring and reporting the number of supplier-related interruptions to a serviceC. Measuring and reporting the cost of providing a service to customers and usersD. Measuring and reporting the customer satisfaction with closed incidents

Answer: D

 

NEW QUESTION 50
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. Safety cultureB. AgileC. Design thinkingD. Valuable investments

Answer: A

 

NEW QUESTION 51
An organization is reviewing the support of its IT services.
Which is an example of an 'outside in' approach?

A. Understanding how infrastructure and application suppliers are involved in the end-to-end value chain for the support of servicesB. Contacting the organization's ITSM software tool provider to learn about software updates which might improve the support of the servicesC. Conducting customer and user satisfaction surveys to gather feedback on how customers and users perceive the support of IT servicesD. Asking for feedback from the internal technical teams to ensure they are able to deliver against the support requirements

Answer: C

 

NEW QUESTION 52
A service provider is in a partnership relationship with a service consumer. The services provided are complex with new functionality and improvements constantly being developed using agile methods.
Which is the BEST approach for validating service value?

A. Regularly perform user satisfaction surveys and an analysis of the costs and risks removed from the service consumerB. Perform ad-hoc service reviews and produce reports of service outputsC. Work together to identify methods of checking service value and check that value propositions are still validD. Produce service level reports and an analysis of the cost and risks of service delivery

Answer: A

 

NEW QUESTION 53
Which is included in onboarding?
1. Negotiating service targets with customers
2. Building awareness of the new consumer
3. Ensuring resources are prepared for service provision
4. Designing the service components and infrastructure

A. 1 and 2B. 3 and 4C. 2 and 3D. 1 and 4

Answer: C

 

NEW QUESTION 54
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