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What is this an example of?
A service provider is onboarding new users. To ensure that the user is allowed to access the service, it requires a copy of the user's ID. What is this an example of?A . Security restrictionsB . User enabling requirementsC . Role based access managementD . Multi-factor AuthenticationView AnswerAnswer: B Explanation:...
Which metric would help the MOST?
A service provider wants to track if a customer is emotionally satisfied with the service it is providing. Which metric would help the MOST?A . Number and frequency of users errorsB . Customers churn rateC . Average rating given by the users to the serviceD . Number of transactions where...
During which stage is this usually done?
An organization wants to grow its customer base as it is currently experiencing a decline in users. The target group includes people of 65+ of age, with at least one grandchild. During which stage is this usually done?A . DefineB . IdeateC . EmpathizeD . PrototypeView AnswerAnswer: C Explanation: In...
As part of the service provider, what would be the first focus of your interactions?
An organization is looking for a service provider to support them in their digital transformation. As part of the service provider, what would be the first focus of your interactions?A . Display the proof of the capabilities to deliver your products consistently.B . Display solutions implemented at other customers within...
Which factor should NOT be considered by the Supplier Manager in the decision making process?
An organization is considering outsourcing its data center. The Supplier Manager is analyzing the potential external service providers. Which factor should NOT be considered by the Supplier Manager in the decision making process?A . Geographic presenceB . Patents filed year to dateC . Financial situationD . Size of the organizationView...
As the Incident Manager for the service provider, which action will you take?
A service provider is failing its service level targets on a monthly basis. The resolution time of priority 1 incidents is breached frequently. As the Incident Manager for the service provider, which action will you take?A . Improve the triage step to guide priority 1 incidents to specialised groups.B ....
What is this an example of?
After onboarding, the customers can access the service provider's mobile network. What is this an example of?A . Provision of access to resourcesB . Interaction with operant service provider resourcesC . Joint Service actionsD . Transfer of goodsView AnswerAnswer: A Explanation: Provision of Access to Resources: This involves enabling...
What of the following ITIL guiding principles is considered in this case?
An organization is changing its training approach to shift the focus from product centric to the needs of the users. What of the following ITIL guiding principles is considered in this case?A . Progress iteratively with feedbackB . Start where you areC . Optimize and automateD . Focus on valueView...
Which type of listening is the most appropriate for this situation?
Through a virtual call with the Service Manager, a top consumer is complaining about the response time of the staff o delivering new laptops. However, all targets are met. The Service Manager listens to the issue, considers its importance, and proposes to review the Service Level Agreement. Which type of...
Customers who love to eat organic food are an example of which category?
Customers who love to eat organic food are an example of which category?A . Behavioural market categoryB . Geographic market categoryC . Psychographic market categoryD . Demographic market categoryView AnswerAnswer: C Explanation: Customers who love to eat organic food represent a market segment based on their lifestyle, beliefs, and values....
