QUESTION NO: 1
A service provider has a hard time receiving user's feedback.
Which of the following is NOT an appropriate solution to improve the situation?
A service provider has a hard time receiving user's feedback.
Which of the following is NOT an appropriate solution to improve the situation?
Correct Answer: B
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QUESTION NO: 2
A potential customer is having trouble agreeing on the level of service it requires. What is the best approach to consider to come to an agreement?
A potential customer is having trouble agreeing on the level of service it requires. What is the best approach to consider to come to an agreement?
Correct Answer: B
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QUESTION NO: 3
In consideration to the complaints of long waiting times, an organization wants to improve its service desk.
Which is the most appropriate action that the Service Desk Manager should consider?
In consideration to the complaints of long waiting times, an organization wants to improve its service desk.
Which is the most appropriate action that the Service Desk Manager should consider?
Correct Answer: D
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QUESTION NO: 4
What is an attribute of a strategic partnership?
What is an attribute of a strategic partnership?
Correct Answer: B
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QUESTION NO: 5
Users contacting an organization's service desk team often complain that they are required to repeat information when communicating with different individuals and systems within the organization. Specialists that work with the service desk team also complain that they frequently do not get the information needed to handle user queries. What would resolve these issues for all stakeholders?
Users contacting an organization's service desk team often complain that they are required to repeat information when communicating with different individuals and systems within the organization. Specialists that work with the service desk team also complain that they frequently do not get the information needed to handle user queries. What would resolve these issues for all stakeholders?
Correct Answer: B
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QUESTION NO: 6
A moment of truth is best described as:
A moment of truth is best described as:
Correct Answer: B
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QUESTION NO: 7
A service provider has recently released an upgrade to its payroll service. The service provider had told the customer that the upgrade would include functionality to copy information from various other HR systems, to reduce the amount of manual data entry. However, this statement was not documented at the time and the proposed functionality was not included in design then.
Which practice includes activities which could have helped to avoid this situation?
A service provider has recently released an upgrade to its payroll service. The service provider had told the customer that the upgrade would include functionality to copy information from various other HR systems, to reduce the amount of manual data entry. However, this statement was not documented at the time and the proposed functionality was not included in design then.
Which practice includes activities which could have helped to avoid this situation?
Correct Answer: A
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QUESTION NO: 8
Which activity, carried out by both the service provider and the service consumer, enables service provision and consumption to start?
Which activity, carried out by both the service provider and the service consumer, enables service provision and consumption to start?
Correct Answer: D
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QUESTION NO: 9
A service consumer has asked a commercial service provider to develop a new document storage service. The service consumer has a limited budget and the employees that will use the service have a long list of requirements. Which is the BEST approach for collecting the requirements?
A service consumer has asked a commercial service provider to develop a new document storage service. The service consumer has a limited budget and the employees that will use the service have a long list of requirements. Which is the BEST approach for collecting the requirements?
Correct Answer: A
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