PeopleCert ITIL-DSV Quiz 1 Topic 2 Questions 1-5

Question: 1

Which statement about the end-to-end customer journey is CORRECT?Which approach would be BEST aligned to the 'design thinking' methodology at this initial 'empathy' stage?

AIt reflects an overall perception

BIt involves optimizing touchpoints

CIt focuses on achieving outcomes

DIt represents a pre-determined path

Show Answer

Question: 2

A service provider has recently released an upgrade to its payroll service. The service provider had told the customer that the upgrade would include functionality to copy information from various other HR systems, to reduce the amount of manual data entry. However, this statement was not documented at the time and the proposed functionality was not included in design then.

Which practice includes activities which could have helped to avoid this situation?

APortfolio management

BService catalogue management

CBusiness analysis

DService desk

Show Answer

Question: 3

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?

APut continual improvement at the center of this initiative and use all the ITIL guiding principles.

BDraw up a customer journey map of all different types of customers to understand the value the service brings.

COrganize an onboarding workshop with all stakeholders early in the process, this will increase the customer's engagement.

DMap out the SWOT analysis and perform a risk analysis to understand which services are ready to be migrated to the public cloud.

Show Answer

Question: 4

An organization's business-critical service is experiencing frequent downtimes and slow performances. What do you suggest to improve the situation?

AImprove the recovery time object of the critical services to minimize the impact on the service value.

BCoordinate with the business to understand how the services are aligned to the business goals.

CScale up the underlying infrastructure to increase the resilience of the service.

DMatch the usage of the services to the downtimes and propose actions to spread the demand.

Show Answer

Question: 5

A service provider is collecting requirements for a cloud-based document storage service. Which is an example of a utility requirement for this service?

AThe service will display a list of items uploaded by the user

BMenu pages will update in less than 5 seconds

CThe service will be available for 24 hours every day

DThe service will allow each user 100GB of storage space

Show Answer

PeopleCert ITIL-DSV Quiz:1 Topic:2 Questions:1-5