ITIL-DSV 試験問題を無料オンラインアクセス

An organization has signed a contract to outsource its service desk function to a supplier. Theorganization wants to ensure that its customers and users will receive a seamless support service. Which activity would MOST help the organization at this stage?

• A.Improving the effectiveness of contract renewal
• B.Defining strategy and principles for sourcing of resources
• C.Integrating supplier activities into organization's value streams
• D.Creating criteria to use when shortlisting suppliers

Which is a technique for identifying customers that have common demands?

• A.SWOT analysis
• B.Continual improvement model
• C.PESTLE
• D.Market segmentation

New users are onboarding the service of the service provider.
You are asked to prepare the communication management strategy. Which stakeholders will be part of your plan?

• A.Account Manager
• B.Service Desk
• C.Service Level Manager
• D.Relationship Manager

Which TWO are possible checks for ensuring user entitlement before access to a service is provided?
1. Performing annual identity checks for all users
2. Confirming user identity when users contact the service desk team for support
3. Ensuring users receive training for services that require certification
4. Performing security checks when necessary to prove user identity

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

Users contacting an organization's service desk team often complain that they are required to repeat information when communicating with different individuals and systems within the organization. Specialists that work with the service desk team also complain that they frequently do not get the information needed to handle user queries. What would resolve these issues for all stakeholders?

• A.Providing multichannel support
• B.Establishing omnichannel communications
• C.Automating the logging of user emails
• D.Providing a self-service portal