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NEW QUESTION 54
Which directly assists with the diagnosis and resolution of simple incidents?

• A. Creation of a temporary team
• B. Scripts for collecting user information
• C. Use of shift working patterns
• D. Fulfillment of service requests

Answer: B

NEW QUESTION 55
What should be done to determine the appropriate metrics for measuring a new service?

• A. Using operational data to provide detailed service reports
• B. Asking customers to provide numerical targets that meet their needs
• C. Asking customers open questions to establish their requirements
• D. Measuring the performance over the first six months, and basing a solution on the results

Answer: A

NEW QUESTION 56
Which practice recommends that organizations develop competencies an techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?

• A. Change enablement
• B. Service request management
• C. Incident management
• D. Continual improvement

Answer: D

NEW QUESTION 57
Which practice requires focus and effort to engage and listen to the requirements, issues, concerns and daily needs of customers?

• A. Supplier Management
• B. Service desk
• C. Service request management
• D. Service level management

Answer: C

Explanation:
In order to be aligned to customer outcomes and expectations, SLM requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers:
Engagement is needed to understand and confirm the actual ongoing needs and requirements of customers, not simply what is interpreted by the service provider or has been agreed several years before. ITIL4 refers to value as being co-created, since it needs the input and validation of customers.
Listening is important as a relationship-building and trust-building activity, to show customers that they are valued and understood. This helps to move the provider away from always being in 'solution mode' and to build new, more constructive partnerships. Each customer is unique, and the service provider must not have a one-size-fits-all approach.
The activities of engaging and listening provide a great opportunity to build improved relationships and to focus on what really needs to be delivered. They also give service delivery staff an experience-based understanding of the day-to-day work that is done with their technology, enabling them to deliver a more business-focused service. When the customer is engaged and listened to, they feel valued and their perception of the service and service management activities improves.
https://www.bmc.com/blogs/itil-service-level-management/

NEW QUESTION 58
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