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NEW QUESTION 23
An organization is attempting to improve the design, development and transition of new services. It recognizes that some ways of working are not focused on creating value.
Which is an example of a working practice that the organization should STOP?

A. Involving users, customers and other stakeholders when communicating desired outcomes in the form of user stonesB. Defining the features and functionality of services by relying on the developers' previous experience of designing similar systems for customersC. Designing systems with the continual involvement of customers to ensure that any changes in requirements are understood as early as possibleD. Involving customers and users in testing activities to understand whether the service meets the customers' and users' expectations

Answer: B

 

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

A. Understanding how infrastructure and application suppliers are involved in the end-to-end value chain for the support of servicesB. Contacting the organization's ITSM software tool provider to learn about software updates which might improve the support of the servicesC. Asking for feedback from the internal technical teams to ensure they are able to deliver against the support requirementsD. 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
A web hosting provider has decided to apply more of a 'shift left' approach to service support. The provider knows that users like video tutorials as well as communicating via instant messaging and social networks.
What should the service provider use to expand how users access support and improve the user experience?

A. Benefits dependency networkB. Omnichannel managementC. Service level managementD. Service interaction method

Answer: B

 

NEW QUESTION 26
What BEST describes the relationship between planning and risk?

A. Planning should always consider risks and how to mitigate themB. Risk management is the exclusive domain of dedicated risk managersC. Planning focuses on what needs to be accomplished, risk management is part of how work is to be performedD. Planning is a high level function, risk management is a tactical activity

Answer: A

 

NEW QUESTION 27
Which is an example of results-based measurement and reporting?

A. Measuring and reporting the number of supplier-related interruptions to a serviceB. Measuring and reporting the cost of providing a service to customers and usersC. Measuring and reporting the customer satisfaction with closed incidentsD. Measuring and reporting the number of hours worked by service desk employees

Answer: C

 

NEW QUESTION 28
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