Question 1

Onboard session:

To prevent resistance to new services and enable good relationships, service consumer and service provider organizations should work together at every step of the customer journey.

This CANNOT be done by:

Options :

A : Considering how user experience is impacted at each step of the customer journey

B : Includes shared principles that drive the organization’s behaviour and define its attitude

C : Planning user onboarding as part of every new service implementation

D : Providing a useful, convenient, and relevant service catalogue, including a service request catalogue

Answer: B

Question 2

Explore session:

During the explore step, what is a crucial aspect of risk assessment, and how should the organization handle the identified risks for optimal service opportunities?

Options :

A : The risk assessment should focus on strengths and opportunities, and any potential risks should be ignored.

B : The risk assessment should primarily address vulnerabilities and their potential impact on the organization-s current situation.

C : The risk assessment should consider weaknesses, threats, vulnerabilities, and their impact on both the current and desired situation

D : The risk assessment is unnecessary during the explore step, as it mainly deals with potential benefits and costs of service opportunities.

Answer: C

Question 3

A corporation offers an internet-based platform that its workforce can access to gain knowledge about and seek out commonplace services.

Which practice would establish the seamless discoverability of information on the platform and the consistent maintenance of up-to-date information?

Options :

A : Service desk

B : Service level management

C : Service catalogue management

D : Service request management

Answer: C

Question 4

A service provider consistently fulfills the predefined service level commitments, yet certain customers express dissatisfaction due to their inability to attain anticipated outcomes.

Which course of action is MOST advisable for the service provider to undertake in response?

Options :

A : Elucidate the intricacies of the service level agreement to the customers, enabling them to comprehend the scope of their entitlements.

B : Identify strategies for enhancing service levels and engage in discussions with customers regarding the associated costs of implementing these enhancements.

C : Reassess the methodology employed for measuring and reporting service levels, ensuring that the reports accurately reflect the accomplishments.

D : Establish a systematic framework for conducting periodic customer surveys, aimed at acquiring an in-depth understanding of the customer experience.

Answer: B

Question 5

The purpose of Co-create is for those involved in the service relationship to act together to ensure continual value co-creation based on agreed service offerings.

The scope of the service provision and consumption step does NOT includes:

Options :

A : Service delivery and support

B : Service planning and design

C : Service consumption

D : Service usage

Answer: B

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