Question 1

When service consumers are individuals, there are numerous factors that affect how the service provider manages the service relationship during the customer journey.

When we consider relationship management with individual service consumers, what is a challenge for Explore stage?

Options :

A : Pre-sale and sales are highly regulated to protect consumer rights

B : Service consumers do not explicitly express their needs and expectations

C : Need for simple and fast contracting procedures and interfaces

D : Large number of service consumers with different skills and backgrounds

Answer: B

Question 2

Which assertion regarding service requests is ACCURATE?

Options :

A : Service requests are lodged through established and mutually agreed-upon communication channels.

B : Regulations governing service requests are developed individually for each instance.

C : Users stipulate the designated time frame for service request completion.

D : Service requests are consistently addressed by the service desk team.

Answer: A

Question 3

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 4

Continuous deployment is another aspect of the Agile philosophy. There are several methods used for continuous deployment.

What is NOT included in the range of those methods?

Options :

A : Feature flags

B : Scrum

C : Dark launch

D : Canary and A/B release

Answer: B

Question 5

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

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