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NEW QUESTION 20
In service relationships what is a benefit of identifying consumer roles?

• A. It enables effective stakeholder management
• B. It enables a common definition of value
• C. It provides shared service expectations
• D. It removes constraints from the customer

Answer: A

NEW QUESTION 21
An organization is reviewing the support of its IT services.
Which is an example of an 'outside in' approach?

• A. Understanding how infrastructure and application suppliers are involved in the end-to-end value chain for the support of services
• B. Conducting customer and user satisfaction surveys to gather feedback on how customers and users perceive the support of IT services
• C. Asking for feedback from the internal technical teams to ensure they are able to deliver against the support requirements
• D. Contacting the organization's ITSM software tool provider to learn about software updates which might improve the support of the services

Answer: B

NEW QUESTION 22
A company has begun a new global line of business that has changed how IT supports the new systems. Recognizing the urgent need for two-way communication on the required changes, IT managers are trying to find better ways to obtain feedback than a standing agenda at staff meetings.
Which describes the BEST approach for establishing effective feedback channels?

• A. Establish office hours where staff are encouraged to drop by without appointments and discuss any concerns they have
• B. Initiate a project to select and implement a collaboration tool to facilitate two-way communication with staff
• C. Publish a printed weekly newsletter that clearly and consistently communicates change
• D. Research how individual teams communicate internally and use the most popular collaboration tools to collect feedback

Answer: B

NEW QUESTION 23
An organization is attempting to improve the design, development and transition of new services. It recognizes that some ways of working are not focused on creating value.
Which is an example of a working practice that the organization should STOP?

• A. Involving users, customers and other stakeholders when communicating desired outcomes in the form of user stones
• B. Designing systems with the continual involvement of customers to ensure that any changes in requirements are understood as early as possible
• C. Involving customers and users in testing activities to understand whether the service meets the customers' and users' expectations
• D. Defining the features and functionality of services by relying on the developers' previous experience of designing similar systems for customers

Answer: D

NEW QUESTION 24
A large service provider with many staff has built a relationship with a customer and agreed a 10-year contract. Both organizations have shared information freely and responded to requests.
Which is MOST LIKELY to be a threat to maintaining the relationship?

• A. Scheduling interactions between customer and service provider
• B. Changes in service provider and customer staff
• C. Failing to explain service provider actions that impact the customer
• D. Failing to deal with communication in a timely fashion

Answer: D

NEW QUESTION 25
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