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ITIL-4-Specialist-High-velocity-IT Exam Dumps : ITIL 4 Specialist: High-velocity IT Exam

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ITIL 4 Specialist: High-velocity IT Exam Questions and Answers

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Question 1

Which statement about the reporting of service outcomes and performance is CORRECT?

Options:

A.

IT component scorecards should be mapped to service provider outcomes

B.

Customer satisfaction feedback should be mapped to service provider outcomes

C.

Service performance metrics should be mapped to customer outcomes

D.

Return on investment (ROI) should be mapped to customer outcomes

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Question 2

A service provider has recently started providing services to a new client. Surveys have shown that most of the client’s staff are satisfied with their experience across the user journey. However, some users are taking longer to get started because they are unaware or confused by the procedures to access and utilize the services.

Which is the BEST recommendation to improve the user journey?

Options:

A.

Improve user training materials and methods as part of the 'onboarding' step

B.

Streamline service delivery to reduce delays in accessing services

C.

Implement user feedback loops to improve processes

D.

Increase service desk availability for new users

Question 3

In service relationships, what is a benefit of identifying consumer roles?

Options:

A.

It clarifies the service provider’s responsibilities

B.

It enables stakeholder management

C.

It ensures compliance with contractual agreements

D.

It reduces service delivery costs

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