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How can an organization facilitate positive outcomes and experiences throughout the customer journey?
How can an organization facilitate positive outcomes and experiences throughout the customer journey?A . By being fair and transparent with costsB . By optimizing the use of resources during the service lifecycleC . By understanding service consumer needs and desiresD . By ensuring key risks have been identified and addressedView...
Which activity describes user-centered service design?
Which activity describes user-centered service design?A . 35px;">Balancing user experience with the technical and business requirements</li>B . kView AnswerAnswer: A
Which is an example of a measure of utility that should be included in the service level agreement?
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 uploadB . kView AnswerAnswer: A
Which service provisioning approach should this organization use?
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...
What should be done FIRST when designing a customer journey?
What should be done FIRST when designing a customer journey?A . 35px;">Defining the desired outcome and the value proposition</li>B . kView AnswerAnswer: A
At which steps in the customer journey should the approach to authorizing and enabling the user to use service be defined?
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 . IView AnswerAnswer: A
Which activity would MOST help the organization at this stage?
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 . kB . Integrating supplier activities into organization's value...
Which statement about service requests is CORRECT?
Which statement about service requests is CORRECT?A . kB . 35px;">Service requests are submitted via agreed channels</li>View AnswerAnswer: B
Which statement about the onboarding of services is CORRECT?
Which statement about the onboarding of services is CORRECT?A . IkB . 35px;">The onboarding should be planned during the design of the service</li>View AnswerAnswer: B
Which activity, carried out by both the service provider and the service consumer, enables service provision and consumption to start?
Which activity, carried out by both the service provider and the service consumer, enables service provision and consumption to start?A . IB . 35px;">Onboarding</li>View AnswerAnswer: B
