NEW QUESTION 20
What should be included in an organization’s approach to risk management?

NEW QUESTION 21
A sales team is thinking of implementing a new customer relationship management (CRM) service to increase revenue and improve the customer experience. The sales manager has asked the provider of the CRM service to describe how the service will support the team’s goals.
Which are the TWO BEST examples the service provider can present as evidence that value had been realized?
The sales team will be able to:
* Use data analytics to sell more products to its customers
* Send customers quick and personalized responses to enquiries
* Receive training on the basic features of the service
* Provide more frequent reports to the sales manager

NEW QUESTION 22
A team is evaluating commercial software products in an effort to improve communication and collaboration within the team.
The members of the team cannot agree on the process that they should use to evaluate the products.
Which step should the team complete LAST?

NEW QUESTION 23
An organization is using an out-of-the-box service from a large service provider. How does the service provider know about the organization’s needs?

NEW QUESTION 24
A commercial service provider is creating a new strategic plan. It has developed the following tactics and operational plans:
* Tactic 1 – acquire new resilient infrastructure
* Tactic 2 – launch services by region
* Operational plan 1 – operate infrastructure to meet service levels
* Operational plan 2 – train staff on new infrastructure skills.
Which strategy do these tactics and operational plans support?

NEW QUESTION 25
The service desk procedure for printer incidents is to verify that this is a hardware fault, and then contact a supplier. The supplier has a contract to repair or replace faulty printers within two days. A user contacts the service desk to say that their printer is broken, and they urgently need a printout of a contract or a significant sale will be lost.
What should the service desk agent do?

NEW QUESTION 26
Which is intended to help an organization adopt and adapt ITIL guidance?

NEW QUESTION 27
An organization is negotiating and agreeing on the service levels for a social media site.
Which is an example of a measure of utility that should be included in the service level agreement?

NEW QUESTION 28
After completing an online training course, the employees of an organization are better equipped to utilize digital systems.
Which mid-level goal is supported by this training?

NEW QUESTION 29
A consumer organization is making significant changes to the technologies used by its employees, and is discussing those changes with its service provider.
How can the service provider BEST demonstrate the capability to meet the needs of the consumer organization?

NEW QUESTION 30
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?

NEW QUESTION 31
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?

NEW QUESTION 32
An organization provides an online portal that its employees can use to learn about and request standard services.
Which practice would ensure that users can easily find information on the portal and that the information is kept up-to-date?

NEW QUESTION 33
An organization’s customers have historically been satisfied with the functionality and performance of its services. Recently, however, the organization is getting complaints about both the performance of the services and areas, such as sales and customer support. How can the organization BEST collect the information needed to address these complaints?

NEW QUESTION 34
What is the BEST way for a software development organization to encourage ethical behaviours?

NEW QUESTION 35
what should be included in an organization’s approach to risk management

NEW QUESTION 36
An organization is considering how a new service will be supported when it goes live. There are many teams contribute to the support of the service.
Which approach should the organization follow when creating a value stream to support the new service?

NEW QUESTION 37
Which stakeholders should assess and evaluate value realization?

NEW QUESTION 38
Which competency profile is required by an individual who is tasked with motivating others to adopt the new ways of working required to support the organization’s goals?

NEW QUESTION 39
A service provider reliably meets the agreed service levels, but some customers are not happy because they are not achieving the outcomes that they expected.
Which is the BEST thing the service provider can do about this?

NEW QUESTION 40
Governance is a core component of the service value system.
How does governance support high-velocity IT?