QUESTION 41
An organization has recently made improvements to how users order new phones, track their arrival and get help with configuring the phones.
Which practice has been Mo ST affected by these improvements?

A. Relationship management
B. Supplier management
C. Service request management
D. Service catalogue management

Correct Answer: C
QUESTION 42
An organization is making changes to a recently introduced service following a user survey. The survey has highlighted that although the functional requirements provided by the customer have been fulfilled, many users find the service difficult to use.
Which practice would BEST help to understand users’ needs and requirements?

A. Supplier management
B. Service catalogue management
C. Business analysis
D. Service request management

Correct Answer: C
QUESTION 43
A service provider has agreed a new contract to provide a commodity cloud-based email service to 5,000 users.
Which Two of these actions would be MOST IMPOR TANT to do when onboarding?
1. Train users in how to use the email service
2. Agree service level targets for the email service
3. Train service provider staff in the service consumer’s process for new staff members
4. Integrate email login with the service consumer’s network

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

Correct Answer: A
QUESTION 44
Which BEST describes the customer journey?

A. The actions that a service provider carries out to interact with customers
B. The experience that customers have with service providers through touchpoints and interactions
C. Any event where a customer has an encounter with a service provider
D. Any action that customers carry out to be able to use a provider’s services

Correct Answer: B
QUESTION 45
A service provider and service consumer share common goals, risks, and rewards and they both focus on value realization.
Which service relationship type does this describe?

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

Correct Answer: C
QUESTION 46
A development team has received several sets of requirements for a new software application that share a similar priority. They wish to use the weighted shortest job first’ method to decide which job to develop first. They have calculated a development time for each job, and a cost of delay that takes into account service impact, urgency and risk.
Which should they develop first?

A. Cost of delay = 80. Development time = 20
B. Cost of delay = 200. Development time = 10
C. Cost of delay = 200. Development time = 20
D. Cost of delay = 100. Development time = 50

Correct Answer: B
QUESTION 47
What is the BEST indicator of mutual readiness in a basic relationship?

A. Satisfactory past performance

B. Readiness to change
C. Readiness to collaborate
D. Recent audit report

Correct Answer: B
QUESTION 48
A service provider analyses their costs, and how much customers are prepared to pay. and then sets charges based on what other similar service providers charge.
Which pricing option is this an example of?

A. Cost
B. Cost plus
C. Market price
D. Fixed price

Correct Answer: C
QUESTION 49
Which statement about user communities is CORRECT?

A. They are created by service providers to investigate the cause of problems
B. They are created by users and may be recognized and supported by service providers
C. Informal user communities should be closed, and merged into official groups
D. Every user community should have at least one super-user

Correct Answer: B
QUESTION 50
Which is a method for tracking service value?

A. Using scorecards to collect as many technology metrics as possible
B. Performing surveys to establish customer satisfaction
C. Reviewing service provider risks for the last period
D. Measuring the cost of providing service desk support

Correct Answer: B
QUESTION 51
Shortly after agreeing to jointly develop a new product, an organization and its partner have found that they have distinctly different cultures. These differences are causing conflicts and are delaying project activities. How can this organization BEST handle these conflicts?

A. By establishing shared values and principles that encourage openness and collaboration
B. By introducing techniques, rules, and behaviors that are adopted by everyone in bot organizations
C. By reviewing the sourcing strategy and determining whether the project should be brought back in-house
D. By performing a formal stakeholder analysis in an effort to better understand stakeholder interests

Correct Answer: A
QUESTION 52
Software developers regularly release new features to the user community. The service desk receives many queries from users asking how to use the new features.
Which action would BEST help to improve this situation?

A. Reduce the size of the service changes to minimize the effect of the releases on the user community
B. Improve service desk agent training so they show more empathy to the users

C. Establish omnichannel communications to enable users to switch between channels without losing information
D. Review the value stream(s) for modifying services to identity stages where user communication can be included

Correct Answer: D
QUESTION 53
Which describes how to improve the customer journey?

A. Start with metrics for customer experience and then cascade down to performance indicators
B. Prioritize improvements based on greatest service provider pain points
C. Identify improvements using direct measures, such as product quality
D. Redesign the customer journey to reduce the number of touchpoints

Correct Answer: C
QUESTION 54
Which is the BEST description of the triple bottom line’?

A. A method to enable targeted marketing campaigns
B. A technique used to explain a marketing message
C. The perception of an organization’s products in the market
D. An approach to achieving long-term sustainability goals

Correct Answer: D
QUESTION 55
An organization is based in a different country from its principal supplier, and there have been difficulties in their relationship because of cultural differences.
What could the ‘supplier management practice have recommended to prevent this situation from occurring?

A. Integrating the supplier’s and the organization’s tools
B. Ensuring the cost effectiveness of the contract
C. Measuring the supplier’s SLA performance
D. Developing collaborative ways of working

Correct Answer: D
QUESTION 56
Which is a method for users to submit a service request?

A. Contacting the service desk to ask for a new service to be developed
B. Using a self-service portal to obtain an application
C. A technical support engineer carrying out a scheduled daily backup
D. Using a chatbot to report that a service is not working

Correct Answer: B
QUESTION 57
Which is a challenge when onboarding individual consumers?

A. Identifying the wide range of consumers’ needs
B. Finding customers that can represent the service consumer
C. Working with a large number of consumers with varied backgrounds
D. Tailoring training to the needs of the consumer

Correct Answer: A
QUESTION 58
A service provider wants to start working with a potential new customer. Which of these activities should they carry out FIRST?

A. Managing communication channels and using relationship management to build trust
B. Interviewing customer management and documenting their needs and issues
C. Evaluating whether the customers’ systems are compatible with the provider’s systems
D. Documenting the customers’ patterns of business activity to ensure that these can be supported

Correct Answer: B
QUESTION 59
A service provider has initiated a need-based market segmentation to identify the best way to market their range of cloud services.
What should they do to achieve this goal?

A. Perform SWOT analysis of each potential customer of the cloud services
B. Understand the type of customer that would buy each cloud service and how it fulfils their needs
C. Create marketing materials for each cloud service and distribute to potential customers
D. Identity the most profitable cloud service and market it to all customers

Correct Answer: B
QUESTION 60
Which is the BEST method of monitoring the customer’s overall perception of a service?

A. Perform an analysis of complaints and compliments
B. Identify the number and frequency of user errors
C. Identify the number of service interruptions per month
D. Monitor the number of business process transactions per month

Correct Answer: A