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NEW QUESTION 22
In service relationships what is a benefit of identifying consumer roles?

A. It enables effective stakeholder managementB. It removes constraints from the customerC. It provides shared service expectationsD. It enables a common definition of value

Answer: A

 

NEW QUESTION 23
Which charging mechanism could cause the price of a service to change depending on the time of day?

A. CostB. Cost plusC. Market priceD. Differential charging

Answer: D

 

NEW QUESTION 24
An organization is reviewing the support of its IT services.
Which is an example of an 'outside in' approach?

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

Answer: D

 

NEW QUESTION 25
Which is an example of results-based measurement and reporting?

A. Measuring and reporting the number of hours worked by service desk employeesB. Measuring and reporting the number of supplier-related interruptions to a serviceC. Measuring and reporting the cost of providing a service to customers and usersD. Measuring and reporting the customer satisfaction with closed incidents

Answer: D

 

NEW QUESTION 26
Which can act as an operating model for an organization?

A. The four dimensions of service managementB. Continual improvementC. The ITIL guiding principlesD. The service value chain

Answer: D

 

NEW QUESTION 27
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