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Which stakeholders should assess and evaluate value realization?

A.

Only the service consumer

B.

Both the service consumer and the service provider

C.

Only the service provider

D.

Independent third-party auditors

A service provider reliably meets the agreed service levels, but some customers are not happy because they are not achieving the outcomes that they expected.

Which is the BEST thing the service provider can do about this?

A.

Identify ways to improve service levels, and discuss the cost of these improvements with the customers

B.

Focus on technical excellence to further improve services

C.

Analyze customer feedback to understand and address unmet expectations

D.

Provide additional training to customers on using the service

An organization is encouraging its staff to work from home instead of the office. This has caused changes to how and when users access services.

Which aspect of 'managing demand and opportunities' would provide a better understanding of this situation?

A.

Monitoring service availability

B.

Analyzing patterns of business activity

C.

Implementing resource optimization tools

D.

Creating new service level agreements

An organization is using an out-of-the-box service from a large service provider. How does the service provider know about the organization's needs?

A.

The service provider's marketing and business analysis teams consider generic market needs, instead of the needs of this specific organization

B.

The organization submits a detailed list of requirements to the service provider

C.

The service provider conducts one-on-one interviews with the organization

D.

The organization must customize the out-of-the-box service to meet its own needs

Users are complaining that service desk agents do not listen to them and make assumptions about what their issues are.

Which action would BEST help to improve this situation?

A.

Automating service desk processes to reduce human error

B.

Improve the training given to the staff of the service desk function

C.

Increase the number of service desk agents available

D.

Implement stricter service desk performance metrics

A customer is retiring a service and has terminated the contract for the service with the service provider. The service provider will continue to deliver other services to the customer. Which activity should the service provider include in the plans to offboard the service?

A.

Disabling access to all services for the customer

B.

Identifying and making requests for outstanding payments for the service

C.

Ensuring all customer data is deleted immediately

D.

Conducting an exit interview with the customer to gather feedback

Which is a challenge when onboarding individual consumers?

A.

Dealing with a large number of consumers with varied skills and backgrounds

B.

Identifying the consumers' needs because they do not communicate them clearly

C.

Providing marketing material tailored to the needs of service consumer

D.

Identifying the customer that can represent the service consumer

An organization is considering how a new service will be supported when it goes live. There are many teams contribute to the support of the service.

Which approach should the organization follow when creating a value stream to support the new service?

A.

Create one value stream for each support team

B.

Create one value stream for every lifecycle phase of support requests

C.

Create one value for the entire set of support activities

D.

Create separate value streams for practices, people, tools and suppliers

Identify the missing words in the following sentence.

The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with

the organization's objectives.

A.

service value system

B.

four dimensions of service management

C.

'focus on value' guiding principle

D.

'service request management' practice

Which is CORRECT when considering a transformation to high-velocity IT?

A.

High-velocity IT focuses on using data to improve the performance of physical devices

B.

The impact on the culture of the organization does not need to be considered

C.

Risks can be minimized by making a significant change rather than incremental improvements

D.

It is acceptable to take risks which may lead to competitive advantage