Question 1

An enterprise aims to furnish its staff with a defined range of self-services through an online platform. A stipulation entails that upon employee login, the portal should exclusively display services pertinent to their organizational status and authorized access. Additionally, the organization seeks to empower employees to customize the portal's layout.

Which service provisioning methodology is most fitting for the organization to adopt?

Options :

A : Tailored

B : Push

C : Pull

D : Manual

Answer: A

Question 2

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 3

User communities can be valuable components of service interactions during normal operations, incidents, and other difficulties.

Which statement is part of user communities scope?

Options :

A : Many organizations have adjusted their organizational structures. This includes ensuring that a leader’s role is closer to that of a ‘servant’. It also involves creating cross-functional teams, which can be achieved by applying matrix and flat structures.

B : Collaborating with all the appropriate leaders/managers will ensure that potential risks are understood and managed. It will also help to communicate a consistent message about the risks and the progress that is being made towards transformation.

C : Customers do not have time for feedback; sometimes they also do not have time for listening to users’ opinions and base their view of services purely on reports.

D : Peer support, knowledge articles, discussions, and improvement initiatives can help to decrease users’ demand for support from the service provider and move support closer to the user (shift left), provide valuable insights and improvement opportunities, and help in communicating news and status updates.

Answer: D

Question 4

Engaging with the service consumer includes, but is not limited to, building and sustaining relationships, understanding needs, and assessing mutual readiness and maturity.

What are examples of Basic relationship, Cooperative relationship and Partnership, in that order?

Options :

A : Demand is prioritized based on weak or subjective data / Shared goals for maximizing value and shared risks and rewards / Provider acts as a trusted adviser

B : Frequent misperceptions build distrust / The service provider and service consumer share common goals with a focus on value realization / The service portfolio is appropriate to service consumer needs

C : Provider acts as an ad-hoc order taker / ‘The routine is routine’ but innovation is a challenge / Shared goals for maximizing value and shared risks and rewards

D : Costs are usually transparent, but value may be hidden / Provider acts as a strategic partner / Relationship is based on mutual respect and understanding

Answer: C

Question 5

"The ability to recognize, understand, predict, and project the interests, needs, intentions, and experiences of another party in order to establish, maintain, and improve the service relationship."

What this statement is referring to?

Options :

A : Service mindset

B : Service request

C : Service empathy

D : Service provision

Answer: C