ITIL-4-Specialist-Monitor-Support-Fulfil 試験問題を無料オンラインアクセス

A service desk agent has recently been promoted to service desk manager. Which of the following will now be their new responsibility as a service desk manager?

• A.Cooperate with team members in the context of service value streams
• B.Ensuring a great user experience and high user satisfaction
• C.Reviewing and continually improving the service desk practice
• D.Participate in activities of other practices as required by the service value stream

Which of the following is NOT a key metric for the practice success factor 'resolving incidents quickly and efficiently'?

• A.Percentage of incidents resolved before being reported by users
• B.User satisfaction with incident handling and resolution
• C.Time between incident detection and acceptance for diagnosis
• D.Percentage of incidents detected via monitoring and event management

Which of the following roles is typically the request initiator in the service request management practice?

• A.Service owner
• B.Product Owner
• C.Any user or authorized user representative
• D.Technical specialist

An organization is improving its service desk practice. How should the organization use the guiding principle 'collaborate and promote visibility'?

• A.Create familiar interfaces for self-service systems
• B.Include business tours in induction training for service desk agents
• C.Automate service desk procedures where possible
• D.Use existing procedures until the resources are available to review them

What is NOT a main characteristic of a service request?

• A.A service request is initiated by a user or user representative
• B.A service request is acted on by the service provider
• C.A service request leads to an agreed service outcome
• D.A service request leads to a normal change