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Which service provisioning approach should this organization use?
An organization wants to provide its employees with a limited set of self-services via an online portal. A requirement is that when employees log into the portal, they see only those services that are applicable to their status in the organization and that they have the authority to access. The...
Which action would BEST help to improve this situation?
Users are complaining that service desk agents do not listen to them and make assumptions about what their issues are. Which action would BEST help to improve this situation?A . jB . Improve the training given to the staff of the service desk functionView AnswerAnswer: B
Which statement about the end-to-end customer journey is CORRECT?
Which statement about the end-to-end customer journey is CORRECT?A . 35px;">It reflects an overall perception</li>B . kView AnswerAnswer: A
Which is the BEST method of monitoring the customers overall perception of a service?
Which is the BEST method of monitoring the customers overall perception of a service?A . 35px;">Perform an analysis of complaints and compliments </li>B . hView AnswerAnswer: A
Which is the BEST thing the service provider can do about this?
A service provider reliably meets the agreed service levels, but some customers are not happy because they are not achieving the outcomes that they expected. Which is the BEST thing the service provider can do about this?A . Identify ways to improve service levels, and discuss the cost of these...
A service provider establishes a channel for users to submit emergency changes.
A service provider establishes a channel for users to submit emergency changes.A . 35px;">l and 4</li>B . 35px;">2 and 4</li>C . 35px;">l and 3</li>D . 35px;">2 and 3</li>View AnswerAnswer: D
Which aspect of ^managing demand and opportunities' would provide a better understanding of this situation?
An organization is encouraging its staff to work from home instead of the office. This has caused changes to how and when users access services. Which aspect of ^managing demand and opportunities' would provide a better understanding of this situation?A . 35px;">Analysing patterns of business activity</li>B . kView AnswerAnswer: A
Which activity describes user-centered service design?
Which activity describes user-centered service design?A . 35px;">Balancing user experience with the technical and business requirements</li>B . kView AnswerAnswer: A
Which activity does a service provider carry out as part of the "explore step of the customer journey”?
Which activity does a service provider carry out as part of the "explore step of the customer journey”?A . kB . 35px;">Analysing potential customers patterns of business activity</Ii>View AnswerAnswer: B
Which practice has been most affected by these improvements?
An organization has recently made improvements to how users request new phones, track their arrival and get help setting the phone up. Which practice has been most affected by these improvements?A . jB . 35px;">Service request Management</li>View AnswerAnswer: B
