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

설명: (Fast2test 회원만 볼 수 있음)

The IT Manager of an organization is drafting the business case to move to the public cloud. The IT Manager seeks your advice to understand the approach that can be considered. What is the best approach that you will suggest?

• A. Map out the SWOT analysis and perform a risk analysis to understand which services are ready to be migrated to the public cloud.
• B. Organize an onboarding workshop with all stakeholders early in the process, this will increase the customer's engagement.
• C. Draw up a customer journey map of all different types of customers to understand the value the service brings.
• D. Put continual improvement at the center of this initiative and use all the ITIL guiding principles.

An organization is aiming to develop a partnership relationship with their service consumers. One of the objectives is to increase the level of trust and customers' satisfaction by establishing a service mindset across the organization. Which initiative is the BEST way to achieve it?

• A. Develop interpersonal skills and service empathy in all teams
• B. Carry out a capability assessment and share the results with customers
• C. Hire and develop good relationship managers
• D. Establish and enforce detailed service level agreements

설명: (Fast2test 회원만 볼 수 있음)

Which statement about the reporting of service outcomes and performance is CORRECT?

• A. Service performance metrics should be mapped to customer outcomes
• B. IT component scorecards should be mapped to service provider outcomes
• C. Return on investment (ROI) should be mapped to customer outcomes
• D. Customer satisfaction feedback should be mapped to service provider outcomes

설명: (Fast2test 회원만 볼 수 있음)

The IT Manager of an organization is drafting the business case to move to the public cloud. The IT Manager seeks your advice to understand the approach that can be considered. What is the best approach that you will suggest?

• A. Map out the SWOT analysis and perform a risk analysis to understand which services are ready to be migrated to the public cloud.
• B. Organize an onboarding workshop with all stakeholders early in the process, this will increase the customer's engagement.
• C. Draw up a customer journey map of all different types of customers to understand the value the service brings.
• D. Put continual improvement at the center of this initiative and use all the ITIL guiding principles.

설명: (Fast2test 회원만 볼 수 있음)