ITIL-4-Specialist-High-velocity-IT 試験問題を無料オンラインアクセス

An organization has recently made improvements to how users request new phones, track their arrival, and get help setting the phone up.
Which practice has been most affected by these improvements?

• A.Incident Management
• B.Service Request Management
• C.Change Enablement
• D.Asset Management

Which statement about the onboarding of services is CORRECT?

• A.Onboarding should be conducted after the service is operational
• B.The onboarding process is optional for new services
• C.Onboarding does not require customer involvement
• D.The onboarding should be planned during the design of the service

An organization is undergoing a digital transformation. New behaviour patterns are encouraged among the teams. Many employees have adopted these patterns, but others are reluctant and unsure. An anonymous survey conducted by the leadership team highlighted that some team members avoid experimentation and prefer to search or wait for a single correct solution.
Which TWO key behaviour patternsare MOST LIKELY to be affected by this attitude?
1. Accept ambiguity and uncertainty
2. Commit to continual learning
3. Help get customers'jobs done
4. Trust and be trusted

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

An organization is a market leader for software that has seen a sharp decline in local installations of its software. Customers are increasingly preferring its subscription-based cloud solution. As the company rapidly adapts its product offering to favour subscription-based cloud solutions, some people within the company do not agree with the new focus.
Which method would be effective in ensuring that the change in focus is supported across the organization?

• A.Ensure the company vision and mission are visible to everyone across the organization
• B.Develop detailed service descriptions and design documentation
• C.Survey key customers who recently moved to the cloud solution
• D.Identify key internal stakeholders and develop a communication plan to address their concerns

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?

• A.Improve user training materials and methods as part of the 'onboarding' step
• B.Streamline service delivery to reduce delays in accessing services
• C.Implement user feedback loops to improve processes
• D.Increase service desk availability for new users