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An organization is undergoing a digital transformation and is conducting a strategic analysis of its customers' needs. The organization uses agile methods to manage its digital products and a more traditional waterfall approach to manage its legacy systems. The organization is also considering introducing new products and services.Which is the BEST way for this organization to undertake this analysis?
An IT department is planning to make significant investments in new testing technology that will enable them to provide much more reliable services.
What does this situation describe?
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?
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?
A commercial service provider is creating a new strategic plan. It has developed the following tactics and operational plans:
• Tactic 1 - acquire new resilient infrastructure
• Tactic 2 - launch services by region
• Operational plan 1 - operate infrastructure to meet service levels
• Operational plan 2 - train staff on new infrastructure skills.
Which strategy do these tactics and operational plans support?
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?
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?
What helps people to understand the value of an initiative, and reduces their resistance?
Which value chain activity communicates the current status of all four dimensions of service management?
Which statement about the reporting of service outcomes and performance is CORRECT?
Which statement about the reporting of service outcomes and performance is CORRECT?
An organization is evaluating the advantages and disadvantages of replacing its legacy information systems with cloud-based services as a part of its strategic plan. The market is extremely competitive, so the organization wants to ensure that all factors are considered. Which technique would allow this organization to BEST understand the external factors that could influence this decision?
An organization that has been successful in the past is now struggling to succeed in a highlycompetitive industry. Customer expectations that are changing in unpredictable ways, and unclear user requirements, are making it difficult for the organization to decide a course of action. Several conflicting approaches have been suggested.
In the context of the Cynefin framework, which approach would BEST enable the organization to progress?
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 analyses how the amount of work done by different user groups varies over time. What is this information BEST used for?
What provides value to the organization by ensuring that there is end-to-end management over the organization's suppliers through a single entity?
Which is a valid description of the priorities when using agile development methods?
An internal IT service provider does not have all the skills needed to create and deliver a new service, but could develop them with enough time. There are many external service providers who can provide this service. Which approach should the organization follow to decide if they should use the internal service provider or to source the service externally?
Which TWO are examples that can be handled as service requests?
1. A customer asks a service provider to design an app for staff to submit vacation requests.
2. A staff member asks for a new barcode scanner from an internal IT department.
3. A manager requires swift changes to user access rights for an employee.
4. A service provider establishes a channel for users to submit emergency changes.
How can an organization facilitate positive outcomes and experiences throughout the customer journey?
Which dimension of service management considers governance, management, and communication?