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What is the key activity of a leader's role?
What is the key activity of a leader's role?A . Focus on resultsB . Minimize riskC . Motivate colleaguesD . Set up prioritiesView AnswerAnswer: C
What is the last stage of team formation?
What is the last stage of team formation?A . AdjourningB . FormingC . PerformingD . Setting-upView AnswerAnswer: A
What is the best description of shadow behavior?
What is the best description of shadow behavior?A . A junior observing a senior by doing job-shadowing and learning on-the-jobB . Creating a tribal system where team members are overshadowed by othersC . Implementing systems or solutions without explicit organizational approvalD . IT service provisioning being so good that consumers...
What is the most important element of creating a service culture?
What is the most important element of creating a service culture?A . Empowering the employees to make decisions on their ownB . Measuring the service culture in order to identify improvement ideasC . Showing the consumer that they are valued by actions ratherthantelling themD . Training employees and managers in...
Which is one of these changes?
New technology has led to changes within organizations. Which is one of these changes?A . Services are driven by stable management practices which discourage technology innovation.B . Services can be delivered from anywhere to anywhere.C . Services now undergo a more rigid functional change approach within organizations.D . Services that...
Which two skills belong to the social competence?
Emotional intelligence defines two main competencies: personal and social. Which two skills belong to the social competence?A . Joining social groups and actively communicating with themB . Knowing social media and what people or situations can influence usC . Social awareness and relationship managementD . Social content management and using...
Where is the ownership of service management principles situated in an organization?
Digital transformation requires a new approach to service management within organizations. Where is the ownership of service management principles situated in an organization?A . Business owns service management.B . IT owns service management.C . Service management is outsourced to a third-party supplier.D . Service management is owned across the whole...
How does governance flow through an organization?
How does governance flow through an organization?A . Via delegation from owners to a governing body, who authorize organizationalcapabilitiesto take actions to create and support the outcomes to consumers.B . Via good planning in the higher levels of the organization, where it is critical that there is a clearly stated...
How can organizational culture best be described?
How can organizational culture best be described?A . It is a collection of common practices based on the backgrounds of all employees within an organization.B . It is a reflection of the ethnicity of management and owners within an organization.C . It is a culture that is exclusively defined by...
What is the name of the professional that should have both breadth and depth of knowledge?
What is the name of the professional that should have both breadth and depth of knowledge?A . A-shaped professionalB . I-shaped professionalC . Service management expertD . T-shaped professionalView AnswerAnswer: D
