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NEW QUESTION 54
In an organization, a service desk team employs experienced staff who have worked there for many years and have good relationships with support teams. The organization has a good improvement culture, and staff are encouraged to use their experience and identify improvements. They are developing a new policy for handling incidents.
Which is the BEST approach for this new policy?
- A. Ensure that any identified exceptions are excluded from the policy to improve clarity
- B. Implement the policy to the service desk staff initially before informing other affected support teams
- C. Ensure that all teams involved in incident resolution collaborate in the development of the policy
- D. Engage with stakeholders to ensure that as much detail as possible is included in the policy
NEW QUESTION 55
A service provider is in a partnership relationship with a service consumer. The services provided are complex with new functionality and improvements constantly being developed using agile methods.
Which is the BEST approach for validating service value?
- A. Produce service level reports and an analysis of the cost and risks of service delivery
- B. Perform ad-hoc service reviews and produce reports of service outputs
- C. Regularly perform user satisfaction surveys and an analysis of the costs and risks removed from the service consumer
- D. Work together to identify methods of checking service value and check that value propositions are still valid
NEW QUESTION 56
From the perspective of a service provider how does the digital product lifecycle start?
- A. With the onboard mg of customers
- B. With the exploration of market opportunities
- C. With the offboarding of customers
- D. With the co creation of value
NEW QUESTION 57
Which describes the value driven approach to service design?
- A. An iterative approach based on frequent feedback, continual experimentation, and learning to ensure value co-creation
- B. Designing just enough features to satisfy early customers, and providing feedback for future development
- C. The practice of analyzing a business, defining its needs, and recommending solutions that create value for stakeholders
- D. A process improvement philosophy that prioritizes flow efficiency over resource efficiency
NEW QUESTION 58
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