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NEW QUESTION 25
An organization is designing a survey to assess the needs and expectations of its staff.
What is this an example of?

A. Integration and data sharingB. CI/CDC. Customer-orientationD. Employee satisfaction management

Answer: D

 

NEW QUESTION 26
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. Conducting customer and user satisfaction surveys to gather feedback on how customers and users perceive the support of IT servicesC. Asking for feedback from the internal technical teams to ensure they are able to deliver against the support requirementsD. Contacting the organization's ITSM software tool provider to learn about software updates which might improve the support of the services

Answer: B

 

NEW QUESTION 27
Information that is needed to resolve problems is difficult to obtain because IT staff are worried that they will be blamed for mistakes.
Which concept can MOST help to resolve this?

A. Design thinkingB. Safety cultureC. AgileD. Valuable investments

Answer: B

 

NEW QUESTION 28
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. Omnichannel managementB. Service interaction methodC. Benefits dependency networkD. Service level management

Answer: A

 

NEW QUESTION 29
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