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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

Answer: C

 

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

Answer: C

 

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

Answer: B

 

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

Answer: C

 

NEW QUESTION 58
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