PDF ITIL-4-Specialist-High-velocity-IT Study Guide

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Question 12

A service provider has recently started providing services to a new client. Surveys have shown that most of the client’s staff are satisfied with their experience across the user journey. However, some users are taking longer to get started because they are unaware or confused by the procedures to access and utilize the services.

Which is the BEST recommendation to improve the user journey?

Options:

Improve user training materials and methods as part of the 'onboarding' step

Streamline service delivery to reduce delays in accessing services

Implement user feedback loops to improve processes

Increase service desk availability for new users

Question 13

Which statement about employee surveys is CORRECT?

Options:

They are conducted at several organizational levels, formally and informa

They are intended to be conducted across an entire organization

They are typically conducted annually

They can only be conducted electronically so have limited application

Question 14

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 source the service externally?

Options:

Outsource immediately to save time without evaluating other factors

Start by reviewing organizational policies for sourcing services, then identify the most important criteria for selecting a service provider, and use a 'decision matrix' to compare service providers

Focus solely on cost as the deciding factor

Conduct a staff survey to gauge internal preferences

Question 15

What provides value to the organization by ensuring that there is end-to-end management over the organization's suppliers through a single entity?