QUESTION 21
A service provider is starting to design a customer journey. The service provider has documented the utility, warranty and experience that the service should deliver.
What else do they need to identity before they start to design the journey?

A. Outcomes that are needed from the service
B. Resources needed to deliver the service
C. Service level requirements for the service
D. Suppliers who will contribute to the service

Correct Answer: A
QUESTION 22
A service provider and a retail organization are discussing how to co-create value from a tailored service that will be provided to the retail stores.
Which is the BEST activity to start with?

A. Understand the network infrastructure providing services in remote locations
B. Document the functionality and performance of the point of sales systems
C. Understand the retail organizaton’s activates and intended outcomes
D. Produce an agreed list of metrics based on the retail outcomes the customer wants to achieve

Correct Answer: C
QUESTION 23
Which TWO are activities of marketing in the marketspace?
1.Giving a presentation at a conference 2.Advertising on social media
3. Launching a series of podcasts
4. Holding a breakfast seminar

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

Correct Answer: B
QUESTION 24
An organization is evaluating its third-party contracts following a recent user survey. The survey has revealed that although users are generally satisfied with the quality of service being provided, escalations need to be better managed. As a result the organization has decided to make some changes.

Which practice would be MOST impacted by the changes?

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

Correct Answer: A
QUESTION 25
When a user is not happy with how their query is being handed by a service provider, what would help to improve the user’s loyalty and trust?

A. Strictly following the rules
B. Demonstrating empathy
C. Providing detailed instructions
D. Escalating the issue

Correct Answer: B
QUESTION 26
Which market segmentation technique is based on data about lifestyle, personality, attitude, social class, values and beliefs?

A. Geographical
B. Demographical
C. Psychgraphical
D. Behavioural

Correct Answer: C
QUESTION 27
An internal IT organization offers face-to-face support at a drop-in support centre. They need to maximize the use of support staff as the demand often exceeds the capacity.
What is the BEST way to smooth the demand?

A. Lock the door when the queue for support exceeds the demand and encourage users to come back at a less busy time
B. Charge users each time they use the support service and increase the price for times that are typically busy
C. Provide a comfortable place for users to queue and serve them in the order in which they arrive
D. Allow pre-booking of appointments and overbook to compensate for average numbers of people who do not show up

Correct Answer: D
QUESTION 28
What is the MOST efficient way for a service provider to maintain a sustainable relationship with corporate users?

A. Design user-friendly interfaces
B. Cooperate with service consumers at every step of the customer journey
C. Avoid unrealistic expectations by not involving users in the testing of the services
D. Constantly monitor user feedback on social media

Correct Answer: B
QUESTION 29
A web hosting provider has decided to apply a shift-eft approach to service support The provider knows that users like video tutorials and communicating via instant messaging and social networks. What should the service provider use to expand how users access support and improve the user experience?

A. Omnichannel management
B. Service level management
C. Service interaction method
D. Benefits dependency network

Correct Answer: A
QUESTION 30
A service provider is in a partnership relationship with a service consumer. The services provided are complex, with new functionality and improvements constantly being developed using agile methods. Which is the BEST approach for validating service value?

A. Perform ad-hoc service reviews and produce reports of service outputs
B. Work together to identity methods of checking service value and check that value propositions are still valid
C. Produce service level reports and an analysis of the cost and risks of service delivery
D. Regularity perform user satisfaction surveys and an analysis of the costs and risks removed from the service consumer

Correct Answer: B
QUESTION 31
An employee is facilitating a team of people as they work through a customer journey mapping exercise. Which mode of listening should the employee use in this situation?

A. Internal listening
B. Focused listening
C. Global listening
D. Selective fastening

Correct Answer: C
QUESTION 32
A university service desk offers a face-to-face support service in the university’s cafeteria at the start of each ye ar. This service is designed to help incoming students learn how to utilize the university’s educational technologies.
In this context, which is the BEST example of shaping demand?

A. Using student volunteers to assist the service desk
B. Asking new students to book an appointment with the service desk
C. Reducing other service desk activities during face-to-face support hours
D. Analysing service desk activity data from previous years

Correct Answer: B
QUESTION 33
An organization is agreeing service targets for a new service. The objective of the service is to “process sales orders successfully and quickly, while conforming to relevant legislation”.
Which is a warranty measure associated with this objective?

A. The number of products supported by the sales order system
B. The number of user satisfaction surveys that score 90% or more
C. The number of screen updates that exceed 2 seconds
D. The number of sales orders that are cancelled before completion

Correct Answer: C
QUESTION 34
A local transportation company has a mobile app that allows customers to book taxi in advance. This app connects to a third-party service centre. Agents at the service centre use the information and a dispatching system to find and schedule a taxi.
Which type of service interaction does this scenario describe?

A. Push
B. Technology-generated
C. Direct
D. Technology-mediated

Correct Answer: D
QUESTION 35
An organization is deciding whether to develop a new service internally or source the service from an external service provider. A key aim is to ensure the new service would be compatible with the organizaton’s existing services. Which would the organization consider FIRST when making this decision?

A. Whether external services comply with existing reference architectures
B. The organization’s sourcing strategy and governance model
C. Vendors’ willingness to form a strategic partnership
D. Vendors’ reputations and the references of past customers

Correct Answer: B
QUESTION 36
An organization is evaluating a request from its users for a support app. The organization has conducted a PESTLE analysis and has assessed the use of the four dimensions of service management internally. The organization now wants to make a decision on whether the app is needed and, if it is needed, how it should be sourced.
Which method or technique would BE ST help the organization to make these decisions?

A. SWOT analysis
B. Predictive analytics
C. Service usage analytics
D. Service blueprinting

Correct Answer: A
QUESTION 37
Which is the BEST method of monitoring the customers overall perception of a service?

A. Perform an analysis of complaints and compliments
B. Identity 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
QUESTION 38
A service consumer organization has recently started to use a service provided by an external service provider. The service consumer organization would like to maintain a good relationship with the service provider.
Which is an example of how they can encourage a positive service mindset for service consumption?

A. Regular meetings with users to ensure a shared understanding of the current state of the service

B. Using knowledge tools for engineers to share workarounds and fixes for services
C. Regular meetings with service desk staff to raise awareness of ongoing service issues
D. involving the sponsor in the negotiation of service level targets

Correct Answer: A
QUESTION 39
An organization offers highly customized services to their customers. Each customer offers their users a different set of options and features based on the service provider’s offerings.
How can the service provider BEST help these customers communicate the available options to their users?

A. By providing training on options and features during user onboarding
B. By providing custom service catalogue views to each set of users
C. By training service desk agents so they can ensure that users only request options that they are entitled to
D. By configuring workflow tools to automatically reject requests for options that users are not entitled to

Correct Answer: B
QUESTION 40
A service provider introduced a new cloud-based service for a customer two months ago. The objective of the service is to improve the security and speed of document storage.
Which Two should the service provider measure to establish that the service is creating the intended value?
1. The cost of providing the service
2. Reduction in the number of security incidents for the service
3. User satisfaction with the service
4. Number of incidents reported to the service desk for the service

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

Correct Answer: B