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Free ITIL® ITIL-Foundation Exam Braindumps (page: 4)

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347 Questions & Answers
Page 4 of 46

What impact does automation have on a service desk?

  1. Less low level work and a greater ability to focus on user experience
  2. Increased phone contact and a reduced ability to focus on user experience
  3. Ability to work from multiple locations, geographically dispersed
  4. Ability to work from a single centralized location

Answer(s): A



Identify the missing word(s) in the following sentence:
The service desk should be the entry point and single point of contact for the [?] with all of its users.

  1. Service consumer
  2. Service provider
  3. Customer
  4. Supplier

Answer(s): B



What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?

  1. Customer engagement
  2. Operational metrics
  3. Business metrics
  4. Customer feedback

Answer(s): A



Which is a result of applying the guiding principle 'progress iteratively with feedback'?

  1. The ability to discover and respond to failure earlier
  2. Standardization of practices and services
  3. Understanding the customer's perception of value
  4. Understanding the current state and identifying what can be reused

Answer(s): A



What can be used to determine if a service is 'fit for purpose'?

  1. Availability
  2. Warranty
  3. Outcome
  4. Utility

Answer(s): D



In service relationships, what is a benefit of identifying consumer roles?

  1. It enables effective stakeholder management
  2. It provides shared service expectations
  3. It removes constraints from the customer
  4. It enables a common definition of value

Answer(s): A



Which is an external input to the service value chain?

  1. The 'improve' value chain activity
  2. An overall plan
  3. Customer requirements
  4. Feedback loops

Answer(s): C



What term is used to describe whether a service will meet availability, capacity and security requirements?

  1. Outcomes
  2. Value
  3. Utility
  4. Warranty

Answer(s): D






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