A service provider encourages their users to form a user support community.
What is a potential benefit to the service provider?
Which activity, carried out by both the service provider and the service consumer, enables service provision and consumption to start?
Which statement about the reporting of service outcomes and performance is CORRECT?
A service provider has built a 'cooperative relationship' with a customer.
Which activity are they MOST LIKELY to use to validate the services that are provided?
A user has logged an incident because their laptop is performing badly. This is potentially going to impact a big sale. The service level agreement says that the response should be within 8 hours, but the service desk agent recognizes that this is an exceptional situation and escalates the situation immediately. The issue is resolved quickly and the user is delighted with the service.
What is this an example of?
Which is a technique for identifying customers that have common demands?
Which is the BEST approach for a service consumer to use when they want to obtain services from a service provider?
A customer is retiring a service and has terminated the contract for the service with the service provider. The service provider will continue to deliver other services to the customer.
Which activity should the service provider include in the plans to offboard the service?
An organization has signed a contract to outsource its service desk function to a supplier. The organization wants to ensure that its customers and users will receive a seamless support service.
Which activity would MOST help the organization at this stage?
Different types of service relationships require different approaches to assessing mutual readiness.
Which of the following statements is CORRECT?
A service provider has received information from market analysis which shows that there is strong demand for one of its products in countries in which it does not usually operate.
Which activity should the service provider perform now?
Which is an example of planning for value co-creation?
An internal IT service provider does not have all the skills needed to create and deliver a new service, but could develop them with enough time. There are many external service providers who can provide this service.
Which approach should the organization follow to decide if they should use the internal service provider or to source the service externally?
A service consumer has asked a commercial service provider to develop a new document storage service. The service consumer has a limited budget and the employees that will use the service have a long list of requirements.
Which is the BEST approach for collecting the requirements?
Users contacting an organization’s service desk team often complain that they are required to repeat information when communicating with different individuals and systems within the organization. Specialists that work with the service desk team also complain that they frequently do not get the information needed to handle user queries.
What would resolve these issues for all stakeholders?
A consumer organization is making significant changes to the technologies used by its employees, and is discussing those changes with its service provider.
How can the service provider BEST demonstrate the capability to meet the needs of the consumer organization?
An organization is aiming to develop a partnership relationship with their service consumers. One of the objectives is to increase the level of trust and customers’ satisfaction by establishing a service mindset across the organization.
Which initiative is the BEST way to achieve it?
An organization provides an online portal that its employees can use to learn about and request standard services.
Which practice would ensure that users can easily find information on the portal and that the information is kept up-to-date?
An organization’s customers have historically been satisfied with the functionality and performance of its services. Recently, however, the organization is getting complaints about both the performance of the services and areas, such as sales and customer support.
How can the organization BEST collect the information needed to address these complaints?
Which charging mechanism could cause the price of a service to change depending on the time of day?
Users often do not provide feedback because they do not believe it will be addressed.
Which is the BEST method for encouraging users to submit feedback in this situation?
An organization is using an out-of-the-box service from a large service provider.
How does the service provider know about the organization's needs?
An organization is evaluating the advantages and disadvantages of replacing its legacy information systems with cloud-based services as a part of its strategic plan. The market is extremely competitive, so the organization wants to ensure that all factors are considered.
Which technique would allow this organization to BEST understand the external factors that could influence this decision?
A service provider is launching a new service. The target market is users who have limited experience of using the internet and are unlikely to use social media.
Which is the BEST method of providing user support?
An organization is negotiating and agreeing the service levels for a social media site.
Which is an example of a measure of utility that should be included in the service level agreement?
Which marketing technique helps to understand the needs of consumers by tracking their behaviour?
What is a challenge when onboarding individual consumers?
The service will be available for 24 hours every day.
Which activity describes user-centered service design?
Which TWO are examples that can be handled as service requests?
1. A customer asks a service provider to design an app for staff to submit vacation requests
2. A staff member asks for a new barcode scanner from an internal IT department
3. A manager requires swift changes to user access rights for an employee
4. A service provider establishes a channel for users to submit emergency changes
Resource constraints have slowed an organization’s efforts to expand into new markets.
Which practice would recommend eliminating products and services that are not enabling value, so that the required resources can be made available?
A service provider has recently released an upgrade to its payroll service. The service provider had told the customer that the upgrade would include functionality to copy information from various other HR systems, to reduce the amount of manual data entry. However, this statement was not documented at the time and the proposed functionality was not included in design then.
Which practice includes activities which could have helped to avoid this situation?
A service provider is collecting requirements for a cloud-based document storage service.
Which is an example of a utility requirement for this service?
An investment bank has outsourced its customer care helpline. It is keen to introduce experience metrics into its Service Level Agreements (SLAs) with the service provider for the helpline. It has asked for a re-negotiation of the existing SLA.
Which is BEST example of an experience metric that can be included in the SLA?
A service provider wants to use a technology-generated approach for updating a software application installed on the mobile devices of the service users.
Which is the MOST APPROPRIATE method?
In the context of the ‘five principles of service design thinking’, which principle includes combining touchpoints and interactions into service moments?
An organization has a culture that encourages people to hide their mistakes. This reduces opportunities to learn and improve in many different areas.
Which practice would MOST help to improve this situation and how?
What is an attribute of a strategic partnership?
An organization is encouraging its staff to work from home instead of the office. This has caused changes to how and when users access services.
Which aspect of ‘managing demand and opportunities’ would provide a better understanding of this situation?
Readiness to collaborate is crucial for a basic relationship.
Which TWO are possible checks for ensuring user entitlement before access to a service is provided?
1. Performing annual identity checks for all users
2. Confirming user identity when users contact the service desk team for support
3. Ensuring users receive training for services that require certification
4. Performing security checks when necessary to prove user identity
Which statement about the end-to-end customer journey is CORRECT?
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