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

A service provider is launching a new service. The target market is users who have limited experience of using the internet and are unlikely to use social media.

Which is the BEST method of providing user support?

An organization is negotiating and agreeing the service levels for a social media site. Which is an example of a measure of utility that should be included in the service level agreement?

A bank provides an online banking service to external users.

The bank measures the functional and non-functional aspects of the

service in several ways and is meeting its targets. However, user

satisfaction with the service is not as high as the bank would like it

to be.

Which is the BEST example of an additional aspect of the service that

the bank should measure?

An investment bank has outsourced its customer care helpline. It is keen to introduce experience metrics into its Service Level Agreements (SLAs) with the service provider for the helpline. It has asked for a re-negotiation of the existing SLA. Which is BEST example of an experience metric that can be included in the SLA?