QUESTION 42
A service provider is onboarding new users. To ensure that the user is allowed to access the service, it requires a copy of the user’s ID.
What is this an example of?

QUESTION 43
A start-up wants to launch a new service. As funding is limited, which of the following is the best technique that they can use?

QUESTION 44
What is an attribute of a strategic partnership?

QUESTION 45
An organization is selecting a service to develop strategic services. As you are leading the selection process, what would NOT be one of the factors that you will explore?

QUESTION 46
Which TWO are examples that can be handled as service requests?
1. A customer asks a service provider to design an app for staff to submit vacation requests
2. A staff member asks for a new barcode scanner from an internal IT department
3. A manager requires swift changes to user access rights for an employee
4. A service provider establishes a channel for users to submit emergency changes

QUESTION 47
An organization finds value in moving to a ‘platform as a service’ solution. The organization understands that it is crucial to optimize its own way of working to make this a success. What is this an example of?

QUESTION 48
A service provider is launching a new service. The target market is users who have limited experience of using the internet and are unlikely to use social media.
Which is the BEST method of providing user support?

QUESTION 49
An internal IT service provider does not have all the skills needed to create and deliver a new service, but could develop them with enough time. There are many external service providers who can provide this service. Which approach should the organization follow to decide if they should use the internal service provider or to source the service externally?

QUESTION 50
A user has logged an incident because their laptop is performing badly. This is potentially going to impact a big sale. The service level agreement says that the response should be within 8 hours, but the service desk agent recognizes that this is an exceptional situation and escalates the situationimmediately. The issue is resolved quickly and the user is delighted with the service. What is this an example of?

QUESTION 51
Which charging mechanism could cause the price of a service to change depending on the time of day?

QUESTION 52
A service provider is onboarding a large customer with a complex user base. It is advised that the service provider manages this as a:

QUESTION 53
An organization has signed a contract to outsource its service desk function to a supplier. Theorganization wants to ensure that its customers and users will receive a seamless support service. Which activity would MOST help the organization at this stage?

QUESTION 54
New users are onboarding the service of the service provider.
You are asked to prepare the communication management strategy. Which stakeholders will be part of your plan?

QUESTION 55
An organization is considering outsourcing its data center. The Supplier Manager is analyzing the potential external service providers.
Which factor should NOT be considered by the Supplier Manager in the decision making process?

QUESTION 56
Which is the BEST approach for a service consumer to use when they want to obtain services from a service provide?

QUESTION 57
Which is a technique for identifying customers that have common demands?

QUESTION 58
Which activity, carried out by both the service provider and the service consumer, enables service provision and consumption to start?

QUESTION 59
An investment bank has outsourced its customer care helpline. It is keen to introduce experience metrics into its Service Level Agreements (SLAs) with the service provider for the helpline. It has asked for a re- negotiation of the existing SLA.
Which is BEST example of an experience metric that can be included in the SLA?Which approach is being demonstrated by these examples?

QUESTION 60
A service provider is failing its service level targets on a monthly basis. The resolution time of priority 1 incidents is breached frequently.
As the Incident Manager for the service provider, which action will you take?

QUESTION 61
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?

QUESTION 62
An organization is looking for a service provider to support the less critical services. How would you describe the needs of the organization?

QUESTION 63
A service provider is launching a new service. What is an appropriate method to encourage the demand for this service?

QUESTION 64
The IT Manager of an organization is drafting the business case to move to the public cloud. The IT Manager seeks your advice to understand the approach that can be considered. What is the best approach that you will suggest?

QUESTION 65
An organization is rebranding and renovating its branches. As part of the renovation, the physical network cabling is to be upgraded.
You are responsible to manage the supplier. How will you engage with the cabling provider?