Question 1

The purpose of Co-create is for those involved in the service relationship to act together to ensure continual value co-creation based on agreed service offerings.

The scope of the service provision and consumption step does NOT includes:

Options :

A : Service delivery and support

B : Service planning and design

C : Service consumption

D : Service usage

Answer: B

Question 2

Practices:

The purpose of the .......................... is to set clear business-based targets for service levels, and to ensure that delivery of services is properly assessed, monitored, and managed against these targets.

Fill correctly the blank space:

Options :

A : Service level management practice

B : Capacity and performance management practice

C : Portfolio management practice

D : Service desk practice

Answer: A

Question 3

Explore session:

During the explore step, what is a crucial aspect of risk assessment, and how should the organization handle the identified risks for optimal service opportunities?

Options :

A : The risk assessment should focus on strengths and opportunities, and any potential risks should be ignored.

B : The risk assessment should primarily address vulnerabilities and their potential impact on the organization-s current situation.

C : The risk assessment should consider weaknesses, threats, vulnerabilities, and their impact on both the current and desired situation

D : The risk assessment is unnecessary during the explore step, as it mainly deals with potential benefits and costs of service opportunities.

Answer: C

Question 4

A customer typically maintains a proficient level of influence over a service provider concerning the attainment of predetermined service levels. However, the evaluation of service value frequently poses challenges.

Which stage of service relationship maturity characterizes this scenario?

Options :

A : Cooperative relationship

B : Basic relationship

C : Managed relationship

D : Partnership

Answer: B

Question 5

A corporation offers an internet-based platform that its workforce can access to gain knowledge about and seek out commonplace services.

Which practice would establish the seamless discoverability of information on the platform and the consistent maintenance of up-to-date information?

Options :

A : Service desk

B : Service level management

C : Service catalogue management

D : Service request management

Answer: C

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