Which is an example of planning for value co-creation?
Answer
Supporting naturally formed online user communities and groups
Conducting an assessment of the service provider's 'change enablement' practice
Agreeing with a customer the service desk team's response times for each method of user contact
Delivering training sessions to internal staff to make them aware of future product changes
Card 22
Question
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?
Answer
Relationship management, by developing and communicating values and principles
Service desk, by sharing more internal IT information with users
Service level management, by including discussions of transparency in customer meetings
Supplier management, by encouraging more open communication with suppliers
Card 23
Question
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?
Answer
Stakeholder analysis
Four dimensions assessment
Business analysis
PESTLE analysis
Card 24
Question
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?
Answer
Moment of truth
Smoothing demand
Design thinking
Elevating capabilities
Card 25
Question
A service provider is collecting requirements for a cloud-based document storage service.
Which is an example of a utility requirement for this service?
Answer
The service will display a list of items uploaded by the user
Menu pages will update in less than 5 seconds
The service will allow each user 100GB of storage space
Card 26
Question
The service will be available for 24 hours every day.
Which activity describes user-centered service design?
Answer
Using value stream mapping to identify a set of user requirements
Balancing user experience with the technical and business requirements
Applying the MoSCoW technique to a set of user requirements
Building a prototype of the minimum functionality that can be produced quickly
Card 27
Question
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?
Answer
Start by reviewing organizational policies for sourcing services, then identify the most important criteria for selecting a service provider, and use a 'decision matrix' to compare service providers
Start by understanding the cost of procuring the service internally and externally, then ask internal and external service providers to complete a 'request for quotation' documenting their preferred solution
Start by analysing and documenting the detailed service requirements, then ask external service providers to respond to a 'request for information' documenting how they would deliver to these requirements
Start by asking the internal service provider to develop the required skills, then use these newly developed skills to create and deliver the new service internally
Card 28
Question
In the context of the ‘five principles of service design thinking’, which principle includes combining touchpoints and interactions into service moments?
Answer
User-centered
Co-creative
Evidencing
Sequencing
Card 29
Question
Different types of service relationships require different approaches to assessing mutual readiness.
Which of the following statements is CORRECT?
Answer
Readiness to change is crucial for a basic relationship
Assessment of capability, maturity and past performance is crucial for a partnership relationship
Readiness to collaborate is crucial for a partnership relationship
Card 30
Question
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
Answer
1 and 2
2 and 3
3 and 4
1 and 4
Card 31
Question
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?
Answer
Ad-hoc joint service reviews of costs and benefits
Continual tracking and analysis of the outcomes, costs, and risks
Review of costs of service provider technology upgrades
Joint service reviews of achievements of service targets
Card 32
Question
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?
Answer
Hire and develop good relationship managers
Establish and enforce detailed service level agreements
Develop interpersonal skills and service empathy in all teams
Carry out a capability assessment and share the results with customers
Card 33
Question
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
Answer
1 and 4
1 and 2
3 and 4
2 and 3
Card 34
Question
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?
Answer
The number of photo formats supported for upload
The time taken for social media pages to refresh
The number of network failures per day
The time taken to detect and report security breaches
Card 35
Question
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?
Answer
Arrange a number of workshops with the users to identify a set of requirements and obtain their agreement before commencing development
Work with the customer to identify the requirements for utility and warranty and inform the users of what has been agreed
Work with the users to establish a set of requirements and involve the customer in clarifying and agreeing the requirements
Hold a workshop with the customer to develop a solution for the document storage service and obtain their agreement before starting development
Card 36
Question
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?
Answer
Analysing patterns of business activity
Introducing differential charging
Building a customer business case
Introducing component capacity management
Card 37
Question
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?
Answer
Integrating supplier activities into organization's value streams
Creating criteria to use when shortlisting suppliers
Defining strategy and principles for sourcing of resources
Improving the effectiveness of contract renewal
Card 38
Question
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?
Answer
Providing multichannel support
Establishing omnichannel communications
Providing a self-service portal
Automating the logging of user emails
Card 39
Question
Which activity, carried out by both the service provider and the service consumer, enables service provision and consumption to start?
Answer
Designing the customer journey
Building trust
Assessing mutual readiness
Onboarding
Card 40
Question
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?
Answer
Service desk
Service level management
Service request management
Service catalogue management
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