How can an organization facilitate positive outcomes and experiences throughout the customer journey?
- A . By being fair and transparent with costs
- B . By optimizing the use of resources during the service lifecycle
- C . By understanding service consumer needs and desires
- D . By ensuring key risks have been identified and addressed
An organization has a culture that encourages people to hide their mistakes. This reduces opportunities to learn and improve in many different areas.
Which practice would MOST help to improve this situation and how?
Relationship management, by developing and communicating values and principles Which is an example of planning for value co-creation?
- A . k
- B . 5px;">Agreeing with a customer the service desk team’s response times for each method of user contact</li>
Which statement about the end-to-end customer journey is CORRECT?
- A . 35px;">It reflects an overall perception</li>
- B . k
Which statement about service requests is CORRECT?
- A . k
- B . 35px;">Service requests are submitted via agreed channels</li>
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?
- A . k
- B . ;">Using a push method to check the user’s device each time it is connected
v A service provider is tracking the likelihood of service failures that could affect the service consumer.
What is this a measure of?
- A . k
- B . 35px;">Risk
A service provider reliably meets the agreed service levels, but some customers are not happy because they are not achieving the outcomes that they expected.
Which is the BEST thing the service provider can do about this?
- A . Identify ways to improve service levels, and discuss the cost of these improvements with the customers
- B . k
A team is evaluating commercial software products in an
effort to improve communication and collaboration within the team. The members of the team cannot agree on the process that they should use to evaluate the products.
Which step should the team complete LAST?
- A . 35px;">Define requirements for configuring the product
- B . J
Which is a valid description of the priorities when using agile development methods?
- A . 35px;">Responding to changes over following a plan
- B . k
What should be done FIRST when designing a customer journey?
- A . 35px;">Defining the desired outcome and the value proposition</li>
- B . k
Which stakeholders should assess and evaluate value realization?
- A . Ig
- B . 35px;">Both the service consumer and the service provider</li>
An organization introduced a dedicated team of support agents, which answers questions, provides consultations and fulfils a range of predefined changes initiated by external users with higher levels of subscription.
Which practice ensures effective fulfilment of these service actions?
- A . k
- B . 35px;">Service request management
A service provider has recently released an upgrade to its payroll service. The service provider had told the customer that the upgrade would include functionality to copy information from various other HR systems, to reduce the amount of manual data entry. However, this statement was not documented at the time and the proposed functionality was not included in design then.
Which practice includes activities which could have helped to avoid this situation?
- A . k
- B . 35px;">Business analysis</li>
What is the BEST way of demonstrating that user feedback is taken seriously, and is appropriately acted upon, in order to encourage more feedback in future?
- A . o
- B . 35px;">Regularly provide updates about service improvements made as a result of user feedback</li>
An organization is encouraging its staff to work from home instead of the office. This has caused changes to how and when users access services.
Which aspect of ^managing demand and opportunities’ would provide a better understanding of this situation?
- A . 35px;">Analysing patterns of business activity</li>
- B . k
Which activity does a service provider carry out as part of the "explore step of the customer journey”?
- A . k
- B . 35px;">Analysing potential customers patterns of business activity</Ii>
An organization is negotiating and agreeing 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?
- A . The number of photo formats supported for upload
- B . k
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 . I
- B . 35px;">Training users in the correct procedures for accessing support for the desktop service</li>
Which activity, carried out by both the service provider and the service consumer, enables service provision and consumption to start?
- A . I
- B . 35px;">Onboarding</li>
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?
- A . j
- B . 35px;">Analyse the patterns of business activity</li>
An organization is aiming to develop a partnership relationship with their service consumers. One of the objectives is to increase the level of trust and customers’ satisfaction by establishing a service mindset across the organization.
Which initiative is the BEST way to achieve it?
- A . Develop interpersonal skills and service empathy in all teams
- B . k
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 . 35px;">Information and technology</li>
- B . k
An organization has signed a contract to outsource its service desk function to a supplier. The organization wants to ensure that its customers and users will receive a seamless support service.
Which activity would MOST help the organization at this stage?
- A . k
- B . Integrating supplier activities into organization’s value streams
Which activity describes user-centered service design?
- A . 35px;">Balancing user experience with the technical and business requirements</li>
- B . k
Which activity describes user-centered service design?
- A . 35px;">Balancing user experience with the technical and business requirements</li>
- B . k
Which activity describes user-centered service design?
- A . 35px;">Balancing user experience with the technical and business requirements</li>
- B . k
Which activity describes user-centered service design?
- A . 35px;">Balancing user experience with the technical and business requirements</li>
- B . k
Which activity describes user-centered service design?
- A . 35px;">Balancing user experience with the technical and business requirements</li>
- B . k
A service provider establishes a channel for users to submit emergency changes.
- A . 35px;">l and 4</li>
- B . 35px;">2 and 4</li>
- C . 35px;">l and 3</li>
- D . 35px;">2 and 3</li>
Which is the BEST method of monitoring the customers overall perception of a service?
- A . 35px;">Perform an analysis of complaints and compliments </li>
- B . h
Which statement about the onboarding of services is CORRECT?
- A . Ik
- B . 35px;">The onboarding should be planned during the design of the service</li>
An organization wants to provide its employees with a limited set of self-services via an online portal. A requirement is that when employees log into the portal, they see only those services that are applicable to their status in the organization and that they have the authority to access. The organization also wants to provide employees with the ability to adjust the layout of the portal.
Which service provisioning approach should this organization use?
- A . k
- B . 35px;">Tailored</li>
An organization wants to provide its employees with a limited set of self-services via an online portal. A requirement is that when employees log into the portal, they see only those services that are applicable to their status in the organization and that they have the authority to access. The organization also wants to provide employees with the ability to adjust the layout of the portal.
Which service provisioning approach should this organization use?
- A . k
- B . 35px;">Tailored</li>
An organization wants to provide its employees with a limited set of self-services via an online portal. A requirement is that when employees log into the portal, they see only those services that are applicable to their status in the organization and that they have the authority to access. The organization also wants to provide employees with the ability to adjust the layout of the portal.
Which service provisioning approach should this organization use?
- A . k
- B . 35px;">Tailored</li>
An organization wants to provide its employees with a limited set of self-services via an online portal. A requirement is that when employees log into the portal, they see only those services that are applicable to their status in the organization and that they have the authority to access. The organization also wants to provide employees with the ability to adjust the layout of the portal.
Which service provisioning approach should this organization use?
- A . k
- B . 35px;">Tailored</li>
An organization wants to provide its employees with a limited set of self-services via an online portal. A requirement is that when employees log into the portal, they see only those services that are applicable to their status in the organization and that they have the authority to access. The organization also wants to provide employees with the ability to adjust the layout of the portal.
Which service provisioning approach should this organization use?
- A . k
- B . 35px;">Tailored</li>
Create a report showing non-compliant records and take action to correct
- A . 1 and 4
- B . 2 and 3
- C . 3 and 4
- D . 1 and 2
At which steps in the customer journey should the approach to authorizing and enabling the user to use service be defined?
- A . 35px;">Onboard and Co-create</li>
- B . I
Which is the BEST approach for a service consumer to use when they want to obtain services from a service provider?
- A . Ensure that their detailed requirements are based on a previous legacy solution
- B . Ask the service provider to customize a solution to suit their requirements
- C . Develop a list of needs focusing on what should be achieved
- D . Provide the service provider with a detailed list of requirements
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?
- A . j
- B . 35px;">Identifying and making requests for outstanding payments for the service</li>
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 . j
- B . 35px;">Service request Management</li>
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 . j
- B . Improve the training given to the staff of the service desk function
An investment bank has outsourced its customer care helpline. It is keen to introduce experience metrics into its Service Level Agreements (SLAs) with the service provider for the helpline. It has asked for a re-negotiation of the existing SLA.
Which is BEST example of an experience metric that can be included in the SLA?
- A . h
- B . 35px;">Customer satisfaction with the helpline</li>