QUESTION 23
Users contacting an organization’s service desk team often complain that they are required to repeat information when communicating with different individuals and systems within the organization. Specialists that work with the service desk team also complain that they frequently do not get the information needed to handle user queries. What would resolve these issues for all stakeholders?

QUESTION 24
Which statement about the reporting of service outcomes and performance is CORRECT?

QUESTION 25
An organization provides an online portal that its employees can use to learn about and request standard services. Which practice would ensure that users can easily find information on the portal and that the information is kept up-to-date?

QUESTION 26
An organization is considering outsourcing its data center. The Supplier Manager is analyzing the potential external service providers.
Which factor should NOT be considered by the Supplier Manager in the decision making process?

QUESTION 27
An organization wants to grow its customer base as it is currently experiencing a decline in users. The target group includes people of 65+ of age, with at least one grandchild. During which stage is this usually done?

QUESTION 28
Which TWO are possible checks for ensuring user entitlement before access to a service is provided?
1. Performing annual identity checks for all users
2. Confirming user identity when users contact the service desk team for support
3. Ensuring users receive training for services that require certification
4. Performing security checks when necessary to prove user identity

QUESTION 29
Which activity describes user-centered service design?

QUESTION 30
A service provider has built a ‘cooperative relationship’ with a customer.
Which activity are they MOST LIKELY to use to validate the services that are provided?

QUESTION 31
A service provider is selecting a supplier to support the service provider’s activities in a niche segment of the services its delivering.
What will be important to start a successful cooperation?

QUESTION 32
A service provider has chosen a shift-left approach to deliver new services to its users. This approach has been challenging for some users. What could be the reason?

QUESTION 33
Which of the following is an advantage of a user community?

QUESTION 34
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?

QUESTION 35
Which is a technique for identifying customers that have common demands?

QUESTION 36
A service provider has received information from market analysis which shows that there is strong demand for one of its products in countries in which it does not usually operate. Which activity should the service provider perform now?

QUESTION 37
An organization finds value in moving to a ‘platform as a service’ solution. The organization understands that it is crucial to optimize its own way of working to make this a success. What is this an example of?

QUESTION 38
A service provider is launching a new service. The target market is users who have limited experience of using the internet and are unlikely to use social media.
Which is the BEST method of providing user support?

QUESTION 39
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?