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TESTED 22 Jan 2025
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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?
An organization introduced a dedicated team of support agents, which answers questions, provides consultations, and fulfills a range of predefined changes initiated by external users with higher levels of subscription.
Which practice ensures effective fulfillment of these service actions?
A bank provides an online banking service to external users. The bank measures the functional and non-functional aspects of the service in several ways and is meeting its targets. However, user satisfaction with the service is not as high as the bank would like it to be.
Which is the BEST example of an additional aspect of the service that the bank should measure?
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 service provider has recently started providing services to a new client. Surveys have shown that most of the client’s staff are satisfied with their experience across the user journey. However, some users are taking longer to get started because they are unaware or confused by the procedures to access and utilize the services.
Which is the BEST recommendation to improve the user journey?
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 IT department is working with the organization's marketing team to introduce a new set of analysis tools. Having read articles in the media about these tools, the marketing team has high hopes. Because the tools are being introduced using a phased implementation approach, the representatives of the two teams are struggling to agree on service level targets.
How can the 'collaborate and promote visibility' guiding principle be applied to this situation?
An organization has recently made improvements to how users request new phones, track their arrival, and get help setting the phone up.
Which practice has been most affected by these improvements?
A service provider is launching a new service to a very large number of users. The majority of users are familiar with social media and online support.
Which is the BEST solution for providing user support in this case?
What helps people to understand the value of an initiative, and reduces their resistance?
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?
A service provider is tracking the likelihood of service failures that could affect the service consumer. What is this a measure of?
An organization in a highly-regulated industry is considering adopting agile practices. The management team is concerned with maintaining compliance to regulatory requirements while empowering teams at every level to make key decisions.
Which approach would MOST LIKELY help the company overcome this challenge?
Which domain involves running experiments to decide how to respond to a situation?
An IT service provider is carrying out an internal assessment to identify opportunities to develop and improve their services. They have reviewed workflows and activities, the capabilities of their workforce, and supplier contracts.
Which area do they also need to consider?
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?
The service desk procedure for printer incidents is to verify that this is a hardware fault, and then contact a supplier. The supplier has a contract to repair or replace faulty printers within two days. A user contacts the service desk to say that their printer is broken, and they urgently need a printout of a contract or a significant sale will be lost.
What should the service desk agent do?
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?
How can an organization facilitate positive outcomes and experiences throughout the customer journey?
Which activity does a service provider carry out as part of the "explore step of the customer journey"?
A service provider is planning a major change to its services and the way it delivers them. The project will include many changes to the working practices of staff. The service provider expects resistance to these changes and would like to manage communication in a sensitive way.
Which is the MOST appropriate approach?
TESTED 22 Jan 2025