Question 1

Onboard session:

To prevent resistance to new services and enable good relationships, service consumer and service provider organizations should work together at every step of the customer journey.

This CANNOT be done by:

Options :

A : Considering how user experience is impacted at each step of the customer journey

B : Includes shared principles that drive the organization’s behaviour and define its attitude

C : Planning user onboarding as part of every new service implementation

D : Providing a useful, convenient, and relevant service catalogue, including a service request catalogue

Answer: B

Question 2

Which assertion regarding service requests is ACCURATE?

Options :

A : Service requests are lodged through established and mutually agreed-upon communication channels.

B : Regulations governing service requests are developed individually for each instance.

C : Users stipulate the designated time frame for service request completion.

D : Service requests are consistently addressed by the service desk team.

Answer: A

Question 3

Communication is fundamental for building relationships and trust. Poor communication can ruin good intentions and lead to costs, delays, unnecessary disputes, and poor service delivery. Effective communication is especially important in the engagement step because that is when initial expectations are formed. The effectiveness of communication depends on the type of relationship between those communicating.

Which of the statements below is an example of global listening?

Options :

A : Environmental listening, includes everything that can be observed through all senses.

B : May be used when discussing requirements for a service (e.g. negotiating SLAs), participating in decision-making meetings, planning changes, etc.

C : Most of the attention is given to how the subject affects the listener, what emotions it evokes, and how it compares with individual preconceptions.

D : Not paying attention or focusing on what the speaker says.

Answer: A

Question 4

Customer journey maps normally represent a generic flow for a group of stakeholders to allow the service provider to focus its efforts on widespread improvements.

What are the personas?

Options :

A : Are often used to represent a group of third parties

B : Are fictitious yet realistic description of a typical or target customer or user of a service or product

C : Are archetypes of actual people and should not be described as if they were real.

D : Are snapshots of non-relevant and unique characteristics in a customer, based on user research.

Answer: B

Question 5

A service provider consistently fulfills the predefined service level commitments, yet certain customers express dissatisfaction due to their inability to attain anticipated outcomes.

Which course of action is MOST advisable for the service provider to undertake in response?

Options :

A : Elucidate the intricacies of the service level agreement to the customers, enabling them to comprehend the scope of their entitlements.

B : Identify strategies for enhancing service levels and engage in discussions with customers regarding the associated costs of implementing these enhancements.

C : Reassess the methodology employed for measuring and reporting service levels, ensuring that the reports accurately reflect the accomplishments.

D : Establish a systematic framework for conducting periodic customer surveys, aimed at acquiring an in-depth understanding of the customer experience.

Answer: B

Free ITIL-4-Specialist-Drive-Stakeholder-Value Mock Exam – Practice Online Confidently

Buying Options: