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An organization is considering how a new service will be supported when it goes live. There are many teams contribute to the support of the service.
Which approach should the organization follow when creating a value stream to support the new service?
An organization's customers have historically been satisfied with the functionality and performanceof its services. Recently, however, the organization is getting complaints about both the performance of the services and areas, such as sales and customer support. How can the organization BEST collect the information needed to address these complaints?
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?
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.
A service provider has recently released an upgrade to its payroll service. The service provider had told the customer that the upgrade would include functionality to copy information from various other HR systems, to reduce the amount of manual data entry. However, this statement was not documented at the time and the proposed functionality was not included in design then. Which practice includes activities which could have helped to avoid this situation?
Which activity, carried out by both the service provider and the service consumer, enables service provision and consumption to start?
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?
At which steps in the customer journey should the approach to authorizing and enabling the user to use service be defined ?
Which is the BEST method of monitoring the customers overall perception of a service?
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 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?
A team is evaluating commercial software products in an
effort to improve communication and collaboration within the team. The
members of the team cannot agree on the process that they should use to
evaluate the products.
Which step should the team complete LAST?
An IT department is working with the organization's marketing team to introduce a new set of analysis tools. Having read articles in the media about these tools, the marketing team has high hopes. Because the tools are being introduced using a phased implementation approach, the representatives of the two teams are struggling to agree on service level targets. How can the collaborate and promote visibility' guiding principle be applied to this situation?
What provides value to the organization by ensuring that there is end-to-end management over the organization's suppliers through a single entity?
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 statement about the end-to-end customer journey is CORRECT?
An organization is a market leader for software that has seen a sharp decline in local installations of its software. Customers are increasingly preferring its subscription-based cloud solution. As the company rapidly adapts its product offering to favour subscription-based cloud solutions, some people within the company do not agree with the new focus.
Which method would be effective in ensuring that the change in focus is supported across the organization?
Resource constraints have slowed an organization's efforts to expand into new markets.
Which practice would recommend eliminating products and services that are not enabling value,
so that the required resources can be made available?
The IT team in a large enterprise is replacing an important application used for internal communication and collaboration. The team is very enthusiastic about the new application, and believe that it enables new and better ways of working. Pilot users, however, are reluctant to use the new features and just replicate old ways of working in the new system. How can a 'service mindset' improve the situation?
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 customer is retiring a service and has terminated the contract for the service with the service provider. The service provider will continue to deliver other services to the customer. Which activity should the service provider include in the plans to offboard the service?
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?
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?
Governance is a core component of the service value system.
How does governance support high-velocity IT?
An organization is undergoing a digital transformation. New behaviour patterns are encouraged among the teams. Many employees have adopted these patterns, but others are reluctant and unsure. An anonymous survey conducted by the leadership team highlighted that some team members avoid experimentation and prefer to search or wait for a single correct solution.
Which TWO key behaviour patternsare MOST LIKELY to be affected by this attitude?
1. Accept ambiguity and uncertainty
2. Commit to continual learning
3. Help get customers'jobs done
4. Trust and be trusted
Which domain involves running experiments to decide how to respond to a situation?
Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?
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?