Which TWO are examples that can be handled as service requests?
A customer asks a service provider to design an app for staff to submit vacation requests.
A staff member asks for a new barcode scanner from an internal IT department.
A manager requires swift changes to user access rights for an employee.
A service provider establishes a channel for users to submit emergency changes.
An organization works in a highly regulated industry. A new regulation has been introduced that requires additional information to be recorded about users each time the service desk logs an incident in the service logging tool. They want to put controls in place to ensure that the regulation is followed.
Which is the BEST approach?
Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?
A service provider has built a 'collaborative relationship' with a customer.
Which activities are they MOST LIKELY to use to validate the services that are provided?
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 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?
Identify the missing words in the following sentence.
The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with
the organization's objectives.
Which activity, carried out by both the service provider and the service consumer, enables service provision and consumption to start?
Which value chain activity communicates the current status of all four dimensions of service management?
Which is the BEST method of monitoring the customer's overall perception of a service?
A service provider wants to use a technology-generated approach for updating a software application installed on the mobile devices of the service users. Which is the MOST APPROPRIATE method?
Which activity does a service provider carry out as part of the "explore step of the customer journey"?
At which steps in the customer journey should the approach to authorizing and enabling the user to use service be defined?
An IT department in a large enterprise has been managing a service that is core to the enterprise's strategy and objectives. Recently, the quality of a service has been falling. Investigations have revealed that the service team works on resolving incidents, requests and
problems, and also development, testing, and releasing new functionality. Due to the mixed workload, the team are unable to complete many tasks to the level of quality required.
Which approach would MOST LIKELY help in this situation?
A service consumer has asked a commercial service provider to develop a new document storage service. The service consumer has a limited budget and the employees that will use the service have a long list of requirements.
Which is the BEST approach for collecting the requirements?
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 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?
Which statement about the reporting of service outcomes and performance is CORRECT?
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 service provider analyzes 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?
What is the BEST way of demonstrating that user feedback is taken seriously, and is appropriately acted upon, in order to encourage more feedback in the future?
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?
TESTED 02 Feb 2025
