ITIL4-DPI 試験問題を無料オンラインアクセス

In an organization, a service desk team employs experienced staff who have worked there for many years and have good relationships with support teams. The organization has a good improvement culture, and staff are encouraged to use their experience and identify improvements. They are developing a new policy for handling incidents.
Which is the BEST approach for this new policy?

• A.Ensure that all teams involved in incident resolution collaborate in the development of the policy
• B.Ensure that any identified exceptions are excluded from the policy to improve clarity
• C.Implement the policy for service desk staff before informing other affected support teams
• D.Engage with stakeholders to ensure that as much detail as possible is included in the policy

A service provider is improving its 'service desk' practice and has established the success factor:"improved user satisfaction with the service desk." Which is the BEST key performance indicator for measuring this?

• A.Increase average time to answer phones by 5%
• B.10% increase in calls resolved without escalation by end of the year
• C.Accelerate service request fulfilment by the end of quarter 2
• D.Reduce time to resolve the underlying cause of incidents

A small service provider is experiencing growth and success. Currently, all important decisions are made by a small executive group. This creates delays because some members of the group are often unavailable.
Which is the BEST approach for establishing an authority structure for decision-making within the service provider organization?

• A.Allow people to make decisions about their work, and use training and automation to mitigate the risks
• B.Keep high-risk decisions within the executive group, but define a policy for delegating other decisions
• C.Ensure that technical decisions are made by the operational staff who can define the risks
• D.Refer decisions to line managers, who will escalate cases to the executive group when appropriate

An internet service provider has recently acquired a smaller competitor and has performed an analysis of internal and external factors affecting both companies. The competitor was acquired because of their popularity in the market due to excellent service levels. The management are about to integrate the staff and practices of the two organizations and would like to ensure that this is successful.
Which assessment method is BEST for them to adopt?

• A.SLA achievement
• B.Change readiness
• C.Strengths, weaknesses, opportunities, threats (SWOT)
• D.Customer/user satisfaction

In an organization, IT teams are working on documented, structured, and systematic processes for all customer-facing work.
Which concept is this an example of?

• A.A control
• B.A risk
• C.A balanced scorecard
• D.A method