Which is one of the MAIN concerns of the 'design and transition' value chain activity?
Correct Answer: C
The purpose of 'obtain/build' value chain activity is "to ensure that service components are available when and where they are needed, and meet agreed specifications." Service components for 'deliver and support' and service components for design and transition are key outputs of 'obtain/build' value chain activity.
Question 37
Which practice ensures that a variety of access channels are available for users to report issues?
Correct Answer: A
Explanation Service desks provide a variety of channels for access including: Phone calls, which can include specialized technology, such as interactive voice response (IVR), conference calls, voice recognition, and others. Service portals and mobile applications, supported by service and request catalogues, and knowledge bases. Chat, through live chat and chatbots. Email for logging and updating, and for follow-up surveys and confirmations. Walk-in service desk (which are becoming more prevalent in some sectors, such as higher education, where there are high peaks of activity that demand physical presence)., Text and social media messaging, which are useful for notifications in case of major incidents and for contacting specific stakeholder groups, but can also be used to allow users to request support. Public and corporate social media and discussion forums for contacting the service provider and for peer-to-peer support. https://www.bmc.com/blogs/itil-service-desk/
Question 38
Which is included in the purpose of the 'improve' value chain activity?
Correct Answer: B
Question 39
When planning 'continual improvement', which approach for assessing the current state of a service is CORRECT?
Correct Answer: C
Question 40
Which function is responsible for the management of a data centre?
