A customer usually has good control of a service provider in terms of achieving service levels, but often struggles to
assess service value
Which level of service relationship maturity does this situation describe?
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?
A service provider is collecting requirements for a cloud-based document storage service. Which is an example of a utility requirement for this service?
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 service provider analyses how the amount of work done by different user groups varies over time. What is this information BEST used for?
An organization wants to introduce a new service. There are many teams that will contribute to the design, development and transition of the service.
Which approach should the organization follow when creating a value stream for this new service?
A legacy financial system requires the user to manually enter the time and date of the transaction to meet regulatory requirements. A recent internal audit has shown that these fields are often blank. Which are effective controls that could improve compliance?
1. Modify the application to automatically add the current time and date when transaction is entered
2. Establish a communication plan to remind users of the importance of time and date on transactions
3. Develop a goals cascade so all staff know their role in achieving company goals
4. Create a report showing non-compliant records and take action to correct
Which statement about the reporting of service outcomes and performance is CORRECT?
Which statement about the reporting of service outcomes and performance is CORRECT?
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?
An IT team in a large multinational organization wants to document the work they do by using value streams.
What should they do FIRST?
Which competency profile is required by an individual who is tasked with motivating others to adopt the new ways of working required to support the organization's goals?
A manager often focuses on avoiding risk, and blames staff when things go wrong. The manager also does not listen to suggestions and allow experimentation. This has resulted in a lack of innovation in the manager's team, and several of the team's senior members have left the organization.
Which behaviours from safety culture would allow this manager to increase innovation and retain more staff?
1. Focus on inclusion and ignore toxic relationships
2. Treat failures as improvement opportunities
3. Encourage continual organizational learning
4. Encourage collaboration and discourage conflict
What helps people to understand the value of an initiative, and reduces their resistance?
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?
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 the BEST approach for a service consumer to use when they want to obtain services from a service provider?
The service desk procedure for printer incidents is to verify that this is a hardware fault, and then contact a supplier. The supplier has a contract to repair or replace faulty printers within two days. A user contacts the service desk to say that their printer is broken, and they urgently need a printout of a contract or a significant sale will be lost. What should the service desk agent do?
Which is the MAIN reason for service providers to encourage feedback on service provision?
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?
Which domain involves running experiments to decide how to respond to a situation?
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?
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?
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TESTED 21 Nov 2024
