Question 1

A service provider is launching a new service. What is an appropriate method to encourage the demand for this service?

Options :

A : Introduce a freeze period before the deadline.

B : Add a cancellation fee to the order.

C : Set an early-bird price.

D : Increase the overall price of the service.

Answer: C

Question 2

What is the primary INITIAL step in formulating a customer journey?

Options :

A : Establishing the coveted endpoint and articulating the unique value proposition.

B : Discerning the specific cognitive predisposition prevalent within the customer organization.

C : Ascertaining the requisite methodologies essential for bolstering the customer journey.

D : Elucidating and formally recording the interplays constituting the service interactions.

Answer: A

Question 3

Most service offerings combine several forms. Technology-based services usually include access to a service provider’s resources and, sometimes, service actions.

What is an example of value driver for different types of service offerings that is related to access to resources for Infrastructure platform service for product development teams provided by an internal IT infrastructure team?

Options :

A : Access to platform as a service

B : Perform major updates to the platform; solve shared problems

C : Reset the device; pair with a smartphone

D : Registration of user-reported incidents by service desk agents

Answer: A

Question 4

Customer journey maps normally represent a generic flow for a group of stakeholders to allow the service provider to focus its efforts on widespread improvements.

What are the personas?

Options :

A : Are often used to represent a group of third parties

B : Are fictitious yet realistic description of a typical or target customer or user of a service or product

C : Are archetypes of actual people and should not be described as if they were real.

D : Are snapshots of non-relevant and unique characteristics in a customer, based on user research.

Answer: B

Question 5

An enterprise aims to furnish its staff with a defined range of self-services through an online platform. A stipulation entails that upon employee login, the portal should exclusively display services pertinent to their organizational status and authorized access. Additionally, the organization seeks to empower employees to customize the portal's layout.

Which service provisioning methodology is most fitting for the organization to adopt?

Options :

A : Tailored

B : Push

C : Pull

D : Manual

Answer: A

Higher Test Marks with Free Online ITIL-4-Specialist-Drive-Stakeholder-Value Exam Practice

Buying Options: