Question 1

"There is clear accountability for achieving value from investments in products and services and quality data to support value analysis"

The statement above refers to which type of relationship?

Options :

A : Cooperative relationship

B : Integrated

C : Basic relationship

D : Partnership

Answer: D

Question 2

Blueprints are architectural drawings of building designs. These blueprints depict what the building should look like and all the specifications required for the construction. In a service blueprint, the key elements are separated with three horizontal lines.

What is NOT one of those lines?

Options :

A : The line of visualization

B : The line of interaction

C : The line of visibility

D : The line of internal interaction

Answer: A

Question 3

Onboard session:

To prevent resistance to new services and enable good relationships, service consumer and service provider organizations should work together at every step of the customer journey.

This CANNOT be done by:

Options :

A : Considering how user experience is impacted at each step of the customer journey

B : Includes shared principles that drive the organization’s behaviour and define its attitude

C : Planning user onboarding as part of every new service implementation

D : Providing a useful, convenient, and relevant service catalogue, including a service request catalogue

Answer: B

Question 4

Co-create session:

The service provider aims to update a software application installed on the mobile devices of its users, and they want to adopt a technology-generated approach. What is the MOST SUITABLE method for achieving this?

Options :

A : Directing the service desk to contact users when updates are available and guiding them through the update procedure.

B : Implementing a self-service portal, allowing users to request updates from the service desk.

C : Utilizing a push method to automatically check the user-s device for updates whenever it connects.

D : Instructing users to bring their devices to the service desk team at their convenience for updates.

Answer: C

Question 5

Realize session:

In the context of a 'cooperative relationship' between a service provider and a customer, which activity is MOST LIKELY to be employed for validating the services provided?

Options :

A : Carrying out ad-hoc joint service reviews that focus on evaluating costs and benefits.

B : Engaging in continual tracking and analysis of the outcomes, costs, and risks associated with the services.

C : Conducting joint service reviews to assess the achievement of service targets collaboratively.

D : Reviewing the costs related to technology upgrades carried out by the service provider.

Answer: C