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Peoplecert ITIL 4 Specialist: High-velocity IT Exam Sample Questions (Q25-Q30):

NEW QUESTION # 25
A service provider is launching a new service to a very large number of users. The majority of users are familiar with social media and online support.
Which is the BEST solution for providing user support in this case?

A. Train users extensively before launching the service
B. Set up a dedicated email support channel for users
C. Increase the number of service desk agents to handle user queries
D. Provide a range of self-service options as the preferred method with the service desk phone support as back-up

Answer: D

NEW QUESTION # 26
Which activity describes user-centered service design?

A. Prioritizing cost efficiency over user experience
B. Creating a service based entirely on technical requirements
C. Balancing user experience with the technical and business requirements
D. Developing services without user involvement

Answer: C

NEW QUESTION # 27
Which activity does a service provider carry out as part of the "explore step of the customer journey" ?

Answer:

Explanation:
Analysing potential customers patterns of business activity

NEW QUESTION # 28
Which statement about the reporting of service outcomes and performance is CORRECT?
Which statement about the reporting of service outcomes and performance is CORRECT?

A. Customer satisfaction feedback should be mapped to service provider outcomes
B. IT component scorecards should be mapped to service provider outcomes
C. Return on investment (ROI) should be mapped to customer outcomes
D. Service performance metrics should be mapped to customer outcomes

Answer: D

NEW QUESTION # 29
Which joint activity performed by a service provider and service consumer ensures continual value co-creation?

A. Service relationship management
B. Service provision
C. Service consumption
D. Service offering

Answer: A

NEW QUESTION # 30
......

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