PeopleCert Exam ITIL-4-Specialist-Monitor-Support-Fulfil Topic 2 Question 9 Discussion

Actual exam question for PeopleCert's ITIL-4-Specialist-Monitor-Support-Fulfil exam

Question #: 9
Topic #: 2

[All ITIL-4-Specialist-Monitor-Support-Fulfil Questions]

A service provider successfully fulfils service requests according to well-defined service request models. This is effectively supported by the workflow management software tool, where the models are saved and managed. The CIO is aiming to understand and optimize the costs of the services delivered to customers.

Which capability of the workflow management tool used for service request management is DM MOST important to support this objective?

AAvailable and convenient self service

BAffordable and flexible super-user role

CWork hours planning and reporting

DSupport of end to end value streams

Show Suggested Answer

Suggested Answer: C

Omnichannel communication refers to the practice of using multiple communication channels (such as phone, email, chat, etc.) to ensure that messages are directed to the correct audience. In ITIL 4, omnichannel communication is crucial for ensuring that users can interact with the service desk or other service providers through their preferred channels, allowing for more efficient incident management and service request handling.

by Ardella at Jan 11, 2025, 04:45 PM

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Clarinda

2 months ago

A, available and convenient self-service, might be a distraction here. While it's important for customer satisfaction, it doesn't directly address the CIO's objective of understanding and optimizing service delivery costs.

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Beth

21 days ago

I agree, having a super-user role that is affordable and flexible can help optimize costs by efficiently managing service requests.

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Adria

1 months ago

D) Support of end to end value streams

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Art

1 months ago

B) Affordable and flexible super-user role

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Tijuana

2 months ago

Haha, I bet the CIO is just trying to find a way to cut costs without anyone noticing. 'Affordable and flexible super-user role' - that's code for 'let's spy on our employees!'

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Miles

2 months ago

Hmm, I'm not sure. C, work hours planning and reporting, could also be useful for cost optimization. Knowing how much time is spent on each service request is important.

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Paris

18 days ago

User 4: I see your point, Paris. Self service can definitely improve efficiency and potentially reduce costs.

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Cristy

24 days ago

User 3: I think A, available and convenient self service, is also important. It can help reduce manual effort and costs.

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Kiera

1 months ago

User 2: I agree with you, Kiera. Having visibility into the entire value stream can help identify areas for cost savings.

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Tina

2 months ago

User 1: I think D, support of end to end value streams, is the most important for cost optimization.

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Merissa

2 months ago

B seems like a good option too. Having an affordable and flexible super-user role could help the CIO get detailed insights into service costs and resource utilization.

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Garry

2 months ago

I think the answer is D. Support of end to end value streams is crucial for understanding and optimizing service delivery costs. The workflow tool should provide visibility across the entire service lifecycle.

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