專業的ITIL-4-CDS真題,最有效的考試指南幫助妳輕松通過ITIL-4-CDS考試
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有效的ITIL-4-CDS真題和資格考試的領導者和有口皆碑的ITIL-4-CDS:ITIL 4 Specialist: Create, Deliver and Support
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最新的 Peoplecert Certification ITIL-4-CDS 免費考試真題 (Q75-Q80):
問題 #75
A service desk team acts as a single point of contact for its users. Service desk team members are the first-line support; however, if they are unable to resolve the incidents, they are escalated to second-line support. This tiered support structure has resulted in large queues of unresolved tickets. Which concept or approach would help the organization resolve this situation?
- A. Advanced analytics
- B. Results-based measurement
- C. Swarming
- D. Outsourcing
答案:C
問題 #76
A service provider works with a diverse group of customers, including corporate, private, and partner organizations. The service provider's service desk supports users from all customer organizations. However, different users prefer different communication channels. In response to their preferences, the service provider implemented email, chat, phone, and website contact form for the users to contact the service desk. The service desk team is increasingly struggling to monitor all channels and respond timely. Some user queries are not noticed early enough, and the users are complaining. What should the service provider do to improve the situation?
- A. Allocate one most suitable channel to each customer type
- B. Integrate all channels to support smooth switching between them for users and support agents
- C. Assign dedicated service desk agents to monitor each channel
- D. Close the least popular communication channels to reduce the complexity
答案:B
問題 #77
A service desk uses triage to ensure they work on the most urgent tasks first. This sometimes causes user satisfaction issues, because low priority requests can wart a long time before anyone starts to work on them.
What is the BEST way to manage this issue?
- A. Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog
- B. Use first-in first-out prioritization instead of triage, to ensure that tasks are worked on in the order that they are requested
- C. Recruit more service desk staff so that they are able to work on low priority requests even when there are many higher priority tasks
- D. Increase the priority of requests that have been waiting a long time and are at risk of breaching agreed service levels
答案:D
問題 #78
In which circumstances should an organization buy, rather than build, software?
- A. The organization is part of a regulated industry and has a strong focus on internal policies
- B. The software is widely available and its features are standardized across most organizations
- C. The requirements of the organization are frequently changing because of rapid expansion
- D. The consumers of the software have many and varied customization requirements
答案:B
問題 #79
An internal service provider has made the service desk a single point of contact for all user queries, including incidents, service requests, complaints, and compliments. To ensure a fair allocation of the service desk resources, a common rule for processing all incoming queues has been agreed: "first in, first out." It has soon become apparent that some incidents reported by users spend too much time waiting to be processed and triaged by the service desk. This leads to delayed incident resolution and negative business impact. What is the BEST way to improve the situation?
- A. Prioritize incoming queries based on their type and associated urgency
- B. Implement separate service desks for incident and service requests
- C. Increase the number of service desk agents to process the incoming queries faster
- D. Recommend users to submit queries well in advance to ensure timely processing
答案:A
問題 #80
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ITIL-4-CDS真題 |輕鬆通過ITIL 4 Specialist: Create, Deliver and Support
為了配合當前真正的考驗,我們的技術團隊隨著考試的變化及時更新 Peoplecert ITIL 4 Specialist: Create, Deliver and Support - ITIL-4-CDS 考古題的問題和答案,2. 高質量和高價值的 ITIL-4-CDS 題庫學習資料助您通過 Peoplecert Certification 考試並且獲得 Peoplecert Certification 證書 ITIL-4-CDS題庫學習資料根據最新的知識點以及輔導資料進行整編, 覆蓋面廣, 涵蓋了眾多最新的ITIL-4-CDS考試知識點。
目前,全球500強中的90%企業都在使用Peoplecert ITIL-4-CDS公司的產品,目前本系為國內(包含所有大學與技職校院)唯一有能力輔導考生取得此Peoplecert高級證照的學系。
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