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A service provider is selecting a supplier to support the service provider's activities in a niche segment of the services
its delivering.
What will be important to start a successful cooperation?
In selecting a supplier to support a niche segment of services, establishing open communication with all stakeholders is critical for successful cooperation. This ensures that all parties are aligned on the goals and objectives, fostering a collaborative environment that is essential for the success of specialized services.
The ITIL 4 Supplier Management practice emphasizes the importance of 'Engage' and 'Collaborate and Promote Visibility' principles, where clear and open communication is vital to building and maintaining strong relationships with suppliers. By aligning on goals, both the service provider and the supplier can ensure that their efforts are coordinated, leading to improved service delivery and mutual success.
Trust-based service level agreements (A) and warranty-based SLAs (C) are important, but they need to be built on a foundation of clear and open communication. Daily stand-ups and demos (B) are good practices for ongoing projects but may not address the broader need for alignment and open dialogue among all stakeholders.
An organization is evaluating the advantages and disadvantages of replacing its legacy information systems with
cloud-based services as a part of its strategic plan. The market is extremely competitive, so the organization wants to
ensure that all factors are considered.
Which technique would allow this organization to BEST understand the external factors that could influence this
decision?
The technique that would best help the organization understand the external factors influencing the decision to replace legacy systems with cloud-based services is 'PESTLE analysis.' ITIL 4 suggests PESTLE (Political, Economic, Social, Technological, Legal, and Environmental) analysis as a comprehensive framework for understanding external factors that can impact strategic decisions. This analysis provides a thorough evaluation of the external environment, helping the organization make informed decisions.
An organization has signed a contract to outsource its service desk function to a supplier. The organization wants to ensure that its customers and users will receive a seamless support service. Which activity would MOST help the organization at this stage?
The activity that would most help the organization at this stage is 'Integrating supplier activities into the organization's value streams.' ITIL 4 emphasizes the importance of ensuring that outsourced services are seamlessly integrated into the organization's overall service delivery model. By aligning supplier activities with the organization's value streams, the organization can ensure that its customers and users receive consistent and seamless support services.
Which TWO are examples that can be handled as service requests?
1. A customer asks a service provider to design an app for staff to submit vacation requests
2. A staff member asks for a new barcode scanner from an internal IT department
3. A manager requires swift changes to user access rights for an employee
4. A service provider establishes a channel for users to submit emergency changes
The examples that can be handled as service requests are 'A staff member asks for a new barcode scanner from an internal IT department' (2) and 'A manager requires swift changes to user access rights for an employee' (3). According to ITIL 4, service requests are predefined and standard requests for services, which often include requests for hardware or changes in access rights. Both examples fit within the typical scope of service requests.
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?
The organization can best collect the information needed to address complaints by 'Gathering customer experience and service level metrics.' ITIL 4 highlights the importance of understanding both the technical performance (service level metrics) and the user's perception of the service (customer experience metrics). This holistic approach provides comprehensive insights into the areas of concern, helping the organization address both performance and customer support issues.
