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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?

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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
11 days 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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Tijuana
13 days 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
18 days 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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Merissa
19 days 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
22 days 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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Marilynn
3 days ago
A: I agree, having support for end to end value streams is essential for optimizing service delivery costs.
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Audra
2 months ago
I believe option A is also important for providing convenient self service to customers.
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Madalyn
2 months ago
I agree with Leota, end to end value streams are crucial for optimizing costs.
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Leota
2 months ago
I think option D is the most important.
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