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NEW QUESTION 20
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 21
An organization is undergoing a significant cultural change as a result of introducing Agile and DevOps practices.
How can managers use Toyota Kata to help employees adjust to these different ways of working?

A. By making hard decisions for the teams and providing step-by-step guidanceB. By creating detailed plans that predetermine how to approach large changesC. By encouraging the practicing of routines to unlearn old habits and learn new onesD. By encouraging widespread changes that involve the teams starting from scratch

Answer: C

 

NEW QUESTION 22
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 cost of providing a service to customers and usersC. Measuring and reporting the customer satisfaction with closed incidentsD. Measuring and reporting the number of supplier-related interruptions to a service

Answer: C

 

NEW QUESTION 23
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. Service level managementC. Omnichannel managementD. Service interaction method

Answer: C

 

NEW QUESTION 24
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