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NO.19 Following the deployment of a new product or service, the service provider will provide ongoing support in its use to consumers.
Which element of the VeriSM model describes this provision of support?

Define

Produce

Provide

Respond

NO.20 What is the first step in building a customer journey map?

Define

Investigate

Plan

Research

NO.21 Emotional intelligence defines two main competencies: personal and social.
Which two skills belong to the social competence?

Joining social groups and actively communicating with them

Knowing social media and what people or situations can influence us

Social awareness and relationship management

Social content management and using social techniques

NO.22 What is the last stage of team formation?

Adjourning

Forming

Performing

Setting-up

NO.23 What steps describe the high-level process for adapting the VeriSM model?

Define the stakeholders, select the processes, and implement them in the organization

Establish the principles, select a set of practices, create a responsive operating model

Investigate all practices in use, select the best set, and make these mandatory

Select the best management practice, focus thereon, and implement it step by step

NO.24 In Lean, different types of waste are distinguished.
What type of waste is “producing at levels of quality more than required by the customer”?

Inventory

Overdelivering

Overprocessing

Overproduction

NO.25 Which is the objective of service measurement?

To demonstrate compliance with laws, regulations and contractual commitments

To enable service providers to manage the performance capabilities of underpinning service elements

To enable the consumer to understand the costs of providing the service

To quantify and qualify the results or outcomes provided by a service

NO.26 Digital transformation requires a new approach to service management within organizations.
Where is the ownership of service management principles situated in an organization?

Business owns service management.

IT owns service management.

Service management is outsourced to a third-party supplier.

Service management is owned across the whole organization.

NO.27 The Management Mesh can only be built once the organizational governance and service management principles are understood. What else must also be developed before the Mesh is built?

Design specifications

Operational plans

Strategic plans

Tactical plans

NO.28 New technology has led to changes within organizations.
Which is one of these changes?

Services are driven by stable management practices which discourage technology innovation.

Services can be delivered from anywhere to anywhere.

Services now undergo a more rigid functional change approach within organizations.

Services that rely on traditional rigid management approaches are preferable to organizations.

NO.29 Technology is changing fast and this provides significant challenges for service management.
What is a generic challenge identified for service management?

Ensuring cost is matched to budget

Matching expectations to business relationships

More complexity and less visibility

Service management approaches support constraints

NO.30 What is the first important step in the Kotter’s Organizational Change Management (OCM) model?

Build a guiding coalition

Create a sense of urgency

Generate short-term wins

Institute change

NO.31 What activity is part of the Provide stage?

Build

Design

Improve

Test

NO.32 Shift Left is an approach which sees solution development, delivery and support pushed to earlier stages in their lifecycle and so gains efficiencies, cost savings and improved customer focus.
Which activity is not a feature of Shift Left?

Auto-correction of operational issues after they have occurred

Auto-detection of potential operational issues before they occur

Automatic incident referral to second line support

Self service incident diagnosis

NO.33 What is the key activity of a leader’s role?

Focus on results

Minimize risk

Motivate colleagues

Set up priorities

NO.34 What is the best description of shadow behavior?

A junior observing a senior by doing job-shadowing and learning on-the-job

Creating a tribal system where team members are overshadowed by others

Implementing systems or solutions without explicit organizational approval

IT service provisioning being so good that consumers are unaware of IT