Master PeopleCert ITIL-4-Specialist-Create-Deliver-and-Support Exam with Reliable Practice Questions
Upgrade to PremiumWhich is an example of results-based measurement and reporting?
Correct : C
Measuring and reporting customer satisfaction with closed incidents focuses directly on the outcomes and value delivered to customers, which is the essence of results-based measurement.
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Users have specific product-related questions and want to provide product feedback.
What is the best way to enable two-way communication between these users and the organization's product team?
Correct : B
Topic-based forums enable structured two-way communication between users and the product team, allowing users to ask questions and provide feedback directly.
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An organization has many team members who work independently and spend time on the work which interests them the most.
Which recommendation is MOST applicable to this situation?
Correct : B
Incorporating the organization's vision into the team culture aligns individual efforts with organizational goals, ensuring that team members focus on work that contributes to overall success rather than personal interests.
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Which is an example of using a 'shift-left' approach to optimize password resets?
Correct : A
Allowing users to reset their own passwords using an automated tool moves support closer to the user, which is a direct application of the shift-left approach, improving speed and efficiency.
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A service desk manager is creating a job profile for a service desk team lead. The following requirements have been identified:
Ability to use company processes and tools
Leadership skills
Knowledge of service desk objectives
What Is the MOST important additional requirement for the job profile?
Correct : B
A commitment to continual improvement is crucial for a service desk team lead to drive team performance, enhance service quality, and align with the organization's goals for ongoing development.
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