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Free ITIL-4-Specialist-Monitor-Support-Fulfil Exam Braindumps (page: 5)

Page 4 of 43
PDF with 166 Questions

Which of the following automation tolls will help to integrate service desk with other practice in the service provider's value streams?

  1. Survey tools
  2. Workflow management tools
  3. Reporting tools
  4. Work prioritization tools

Answer(s): B

Explanation:

Workflow management tools help integrate the service desk with other practices in the service provider's value streams by automating and managing the flow of tasks and information across different ITIL practices. These tools ensure that incidents, service requests, and changes flow seamlessly between the service desk and other functions such as incident management, problem management, and change enablement.
Workflow management tools ensure that tasks are assigned, monitored, and completed efficiently, promoting integration between service desk operations and other processes within the organization's service value system.

Survey tools and reporting tools are used for gathering feedback and generating insights, but they don't actively manage or integrate workflows between practices. Work prioritization tools assist in task prioritization but don't facilitate integration between different practices in the value stream.



An organization is designing a value stream for restoring service to users. At which step in value stream mapping should the user touchpoints be identified?

  1. Identify the scope of the values stream analysis
  2. Reflect on the value stream map
  3. Create a 'to be' value stream map
  4. Define the purpose of the value stream from the business standpoint

Answer(s): A

Explanation:

In value stream mapping, user touchpoints are identified when the scope of the value stream analysis is being defined. This initial step is critical because it outlines the start and end points of the value stream and helps identify all key interactions, including those where users engage with the service.
Defining the scope ensures that all critical user interactions (touchpoints) are identified and included in the analysis, which is essential for ensuring the value stream meets user needs efficiently. Other steps like creating a 'to be' value stream map and reflecting on the value stream map come later in the process and focus more on optimization and future state mapping.



Which of the following is an input to the `user query handling' process?

  1. Improvement initiatives
  2. Categorized user queries
  3. Recorded and categorized user queries
  4. Guidelines and procedures for triage

Answer(s): C

Explanation:

In the 'user query handling' process, the input that initiates the process is recorded and categorized user queries. Once queries from users are logged and properly categorized, they can be processed according to the guidelines and procedures in place.
Categorized user queries are an essential input because they allow the system to triage and direct them to the appropriate resources or resolutions.
Improvement initiatives and guidelines for triage are not direct inputs but rather supportive components or outputs used for process enhancement and decision-making during query handling.



An organization is designing a value stream for communicating planned outages to users. Al which step in value stream mapping will the user's expeditions regarding communicating planned communicating planned outages be identified?

  1. Using the 'to be' value stream map to plan improvements
  2. Define the purpose of the value stream
  3. Create a 'to be value stream map
  4. Do the service value stream walk

Answer(s): C

Explanation:

In the user query handling process, triage is the activity where the service desk agent assesses the query to determine the necessary action.
When the query is simple and can be resolved immediately, the agent resolves it at the first line. Triage is critical because it helps to identify which queries can be handled directly and which need to be escalated to more specialized teams. Acknowledging and recording the query is an important step but does not lead directly to resolution. Information packaging typically refers to preparing information for the user, often following resolution.
Validating ensures the query is correctly understood, but resolution occurs during triage when the appropriate activities are initiated.






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