A commercial service provider is creating a new strategic plan. It has developed the following tactics and operational plans:

• Tactic 1 - acquire new resilient infrastructure

• Tactic 2 - launch services by region

• Operational plan 1 - operate infrastructure to meet service levels

• Operational plan 2 - train staff on new infrastructure skills.

Which strategy do these tactics and operational plans support?

Users often do not provide feedback because they do not believe it will be addressed.

Which is the BEST method for encouraging users to submit feedback in this situation?

Which value chain activity communicates the current status of all four dimensions of service management?

The IT team in a large enterprise is replacing an important application used for internal communication and collaboration. The team is very enthusiastic about the new application and believes it enables new and better ways of working. Pilot users, however, are reluctant to use the new features and just replicate old ways of working in the new system.

How can a 'service mindset' improve the situation?

Which joint activity performed by a service provider and service consumer ensures continual value co-creation?

A service provider wants to use a technology-generated approach for updating a software application installed on the mobile devices of the service users. Which is the MOST APPROPRIATE method?

An internal IT service provider does not have all the skills needed to create and deliver a new service, but could develop them with enough time. There are many external service providers who can provide this service.

Which approach should the organization follow to decide if they should use the internal service provider or source the service externally?

After completing an online training course, the employees of an organization are better equipped to utilize digital systems.

Which mid-level goal is supported by this training?

An organization is negotiating and agreeing on the service levels for a social media site.

Which is an example of a measure of utility that should be included in the service level agreement?

How can an organization facilitate positive outcomes and experiences throughout the customer journey?

Which statement about the onboarding of services is CORRECT?

An organization that has been successful in the past is now struggling to succeed in a highlycompetitive industry. Customer expectations that are changing in unpredictable ways, and unclear user requirements, are making it difficult for the organization to decide a course of action. Several conflicting approaches have been suggested.

In the context of the Cynefin framework, which approach would BEST enable the organization to progress?

An organization works in a highly regulated industry. A new regulation has been introduced that requires additional information to be recorded about users each time the service desk logs an incident in the service logging tool. They want to put controls in place to ensure that the regulation is followed.

Which is the BEST approach?

An employee has some concerns at work but does not share this information with others because they fear that this

would damage their reputation and position.

What is PRIMARILY concerned with preventing this situation?

Which is an example of results-based measurement and reporting?

An organization is receiving complaints about the performance of one of its online services. Some of the complaints are coming from its internal employees who are reporting issues with onboarding new consumers. The organization has limited resources.

Which is the FIRST step that this organization should take to address the complaints?

Which is the BEST method of monitoring the customer's overall perception of a service?

A consumer organization is making significant changes to the technologies used by its employees, and is discussing those changes with its service provider.

How can the service provider BEST demonstrate the capability to meet the needs of the consumer organization?

Which TWO are examples that can be handled as service requests?

A customer asks a service provider to design an app for staff to submit vacation requests.

A staff member asks for a new barcode scanner from an internal IT department.

A manager requires swift changes to user access rights for an employee.

A service provider establishes a channel for users to submit emergency changes.

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?

Which competency profile is required by an individual who is tasked with motivating others to adopt the new ways of working required to support the organization's goals?

A service consumer has asked a commercial service provider to develop a new document storage service. The service consumer has a limited budget and the employees that will use the service have a long list of requirements.

Which is the BEST approach for collecting the requirements?

In service relationships, what is a benefit of identifying consumer roles?

At which steps in the customer journey should the approach to authorizing and enabling the user to use service be defined?

Governance is a core component of the service value system.

How does governance support high-velocity IT?

A legacy financial system requires the user to manually enter the time and date of the transaction to meet regulatory requirements. A recent internal audit has shown that these fields are often blank. Which are effective controls that could improve compliance?

1. Modify the application to automatically add the current time and date when transaction is entered

2. Establish a communication plan to remind users of the importance of time and date on transactions

3. Develop a goals cascade so all staff know their role in achieving company goals

4. Create a report showing non-compliant records and take action to correct

A service provider is planning to onboard a new desktop service for a new customer.

Which activity will be carried out by the customer?

A service provider is launching a new service. The target market is users who have limited experience of using the internet and are unlikely to use social media.

Which is the BEST method of providing user support?