QUESTION 1
Which Two are examples that can be handled as service requests?
1. A customer asks a service provider to design an app for staff to submit vacation requests
2. Astaff member asks for a new barcode scanner from an internal IT department
3. A manager requires swift changes to user access rights for an employee
4. A service provider establishes a channel for users to submit emergency changes

A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4

Correct Answer: B
QUESTION 2
An online retailer wishes to include a new measure in the service level agreement reports that they receive from their service provider.
The measure is “the number of times shoppers abandon transactions”‘ What is this a measure of?

A. Experience
B. utility
C. Functionality
D. Warranty

Correct Answer: A
QUESTION 3
An organization has introduced a standardized approach to business analysis, with the aim of producing more consistent inputs to the design of new and changed products and services. There have been complaints from both business analysts and design teams about the increased amount of re-work since the new approach was introduced.
Which action is MOST likely to resolve this situation?

A. Establish performance targets for the business analysts and designers, to discourage wasted effort
B. Devise variants of the standardized approach, to accommodate different design contexts
C. increase the number of business analyst’s and designers to handle the re- work, to ensure consumer satisfaction
D. Allow business analysts to choose whether or not to use the standardized approach, to provide flexibility

Correct Answer: B
QUESTION 4
A service provider has been asked to provide a new service for a sales team This service will support the sales of new products that the organization needs to launch as soon as possible. The service is expected to have many features but must initially support the launch of the new products.
Which is the BEST approach for developing the new service?

A. Collect and negotiate a complete set of requirements from the sales team and document in a requirement specification’, then develop the software based on this agreed specification
B. Investigate and document the requirements dividing them into epics, features and user stones, then ensure that all features and user stories are fully defined so that a project timeline can be developed
C. Collect high-level requirements and prioritize them using the MosCoW method, then develop the first version of the software by including a combination of ‘must, ‘should and ‘could requirements
D. Identify the smallest set of requirements that are needed by the sales team, then develop and test this version of the software, adding additional functionality in future versions

Correct Answer: D

QUESTION 5
A service provider is creating an onboarding plan for a new business unit within an existing customer. The onboarding imitative will involve multiple services. Both parties agree that the aim is to smoothly transition to the agreed services.
Which of these steps should this organization do FIRST?

A. Define the onboarding approach
B. Define the onboarding scope
C. Provide user training and support
D. Define a schedule and responsibilities

Correct Answer: B
QUESTION 6
Which co-create value between a service provider and a service consumer?

A. Needs
B. Touchpoints
C. Service offerings
D. Service interactions

Correct Answer: D
QUESTION 7
A service provider designs and delivers a portfolio of shopping websites that must comply with retail website regulations. The websites should also support the service provider’s reputation for high-quality applications that are easy to use. The service provider wants to
assess the value provided by the websites.
Which is the BE ST set of measurement criteria for comparing services in the portfolio?

A. Customer satisfaction scores; weekly average availability of the website
B. user satisfaction with web interfaces; number and impact of regulatory non-compliances
C. Total cost of providing the service; number and impact of regulatory non-compliances
D. Number of successful sales transactions, weekly average availability of the website

Correct Answer: B
QUESTION 8
Which relationship is price the MAIN driver or?

A. Service relationship
B. Basic relationship
C. Cooperative relationship
D. Partnership relationship

Correct Answer: B
QUESTION 9
An organization has introduced a new service. Feedback from users indicates that their expectations are not being met. The organization wants to ensure that subsequent revisions adequately reflect the users’ requirements.
Which is the BEST approach this organization can use?

A. Work with customers to prioritize their requirements for the service
B. Deliver a minimum viable product that meets users high-priority needs
C. Use user stories and product demos to collect and refine requirements
D. Begin with an epic and then separate it into features and user stories

Correct Answer: C
QUESTION 10
Which is an example of an onboarding activity that is performed by the service provider?

A. Optimizing value streams to maximize value from using the new services
B. Assigning responsivities for decommissioning redundant systems
C. Verifying that users have completed required training
D. Ensuring that users are provided with time to study tutorials

Correct Answer: C
QUESTION 11
Which describes mutual readiness?

A. When a service provider and a service consumer agree to end a service relationship
B. When a service provider and service consumer understand one another and are prepared to enter a relationship
C. When a service provider has created a new service and the market is ready to buy this service
D. When a service provider and service consumer have reviewed the contracts and are both about to sign them

Correct Answer: B
QUESTION 12
Which is a holistic method to conceptualize value-driven, data-driven services?

A. Stakeholder analysis
B. User-centred design
C. Design thinking
D. The MosCoW method

Correct Answer: C
QUESTION 13
What can service consumers do to help elevate mutual capabilities?

A. Use the service desk to promote service provider services
B. Establish user communities and invite users from multiple service consumers to join
C. Provide opportunities for service provider staff to observe service consumer’s business activities
D. involve users in establishing the service needs when selecting a service provider

Correct Answer: C
QUESTION 14
Which TWO are benefits to an internal service provider when marketing services to an internal customer?
1. The service provider can choose from a wider range of services
2. The service provider can influence the demand for services
3. The service provider can better utilize services
4. The service provider can purchase services from external service providers

A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4 Correct
Answer: B

QUESTION 15
A user is preparing to make an important presentation to a valued client. The user has a problem with the personal laptop that they are using, so they contact the service desk Despite the fact that personal laptops are not usually supported, the service desk agent is able to assist and the presentation proceeds successfully.
Which Two concepts is this an example of?

A. 1 and2
B. 2 and 3
C. 3 and 4
D. 1 and 4

Correct Answer: D
QUESTION 16
Which statement describing user communities is CORRECT?

A. user communities provide peer support and reduce the demand for support from the service provider
B. User communities include at least one super-user appointed by the service provider
C. User communities are formally established by service providers to enhance communication with users
D. User communities are created by the knowledge management practice and share knowledge articles

Correct Answer: A
QUESTION 17
Which charging mechanism could discourage using a service when it is very busy?

A. Cost
B. Cost plus
C. Market price
D. Differential charging

Correct Answer: D
QUESTION 18
A commercial service provider is preparing to launch a new web-hosting service. After performing a market analysis to determine consumer needs, the organization has decided to offer three different packages.
Each package will have an associated service level agreement Why do the service offerings need to be pre-defined?

A. To meet all the captured needs of consumers
B. To provide each consumer a personalized service experience
C. To clearly describe service quality specifications
D. To customise measurement and reporting requirements

Correct Answer: C
QUESTION 19
An organization has a no-blame and continuous-learning culture. They have a customer that is used to more formal approaches, and this has caused problems with their relationship.
What is the BEST way to improve this situation?

A. Adopt a more formal ceinture within the service provider that is more aligned to customer expectations
B. Encourage the customer to adopt a more open and informal culture so that they can make best use of the service
C. Understand the needs and expectations of the customer and try to meet these without compromising the organtzaton’s culture
D. Document the organiz ation culture in service level agreements to ensure that customer expectations have been set correctly

Correct Answer: C
QUESTION 20
An organization has received complaints that users often do not know the status of escalated incidents and service requests. Support teams have indicated that they are providing status updates, so users must just not be receiving them.
Which approach would BE ST enable the organization to ensure that users receive status updates?

A. Provide a portal so that users can resolve incidents without contacting the service desk
B. Each team should establish a communication channel that they can use to provide status updates to users
C. All user communication should go through communication channels established as part of the ‘service desk practice
D. Introduce omnichannel support so that the support teams handing incidents and service requests can learn quickly about complaints

Correct Answer: C