ITILFNDv5 試験問題を無料オンラインアクセス

Which metric is MOST appropriate for assessing the success of the 'build' value chain activity?

• A.Customer satisfaction score after service delivery
• B.Quality of the product solutions
• C.Percentage of service requests fulfilled on first contact
• D.Number of incidents resolved within agreed targets

What is the MAIN purpose of value stream mapping in an organization?

• A.To control external stakeholders directly
• B.To enhance and support management practices
• C.To identify and prioritize improvement opportunities
• D.To automate service monitoring

A healthcare IT provider is planning to launch a new digital appointment system. According to
'Focus on value', what should the organization do first?

• A.Understand why patients use the appointment service
• B.Analyze how the system will help patients achieve their goals
• C.Evaluate the risks and financial consequences for the consumers
• D.Identify who the service consumers and key stakeholders are

Which statement regarding a partnership relationship is TRUE?

• A.It focuses on operational and tactical level not on strategic level
• B.It provides commercial off-the-shelf services for a wide range of consumers
• C.It focuses mainly on operational efficiency and uses standardized contracts
• D.It involves bespoke services with a focus on innovation and growth

When is the earliest that a workaround can be documented in 'problem management'?

• A.After the problem has been prioritized
• B.After the problem has been analyzed
• C.After the problem has been resolved
• D.After the problem has been logged