NO.24 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?

NO.25 Which is a technique for identifying customers that have common demands?

NO.26 A consumer organization is making significant changes to the technologies used by its employees, and is discussing those changes with its service provider.
How can the service provider BEST demonstrate the capability to meet the needs of the consumer organization?

NO.27 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?

NO.28 An organization is evaluating the advantages and disadvantages of replacing its legacy information systems with cloud-based services as a part of its strategic plan. The market is extremely competitive, so the organization wants to ensure that all factors are considered.
Which technique would allow this organization to BEST understand the external factors that could influence this decision?

NO.29 Different types of service relationships require different approaches to assessing mutual readiness. Which of the following statements is CORRECT?

NO.30 While engaging with a new customer, a service provider should consider which of the following considerations FIRST?

NO.31 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?

NO.32 Which activity, carried out by both the service provider and the service consumer, enables service provision and consumption to start?

NO.33 A customer is retiring a service and has terminated the contract for the service with the service provider. The service provider will continue to deliver other services to the customer.
Which activity should the service provider include in the plans to offboard the service?

NO.34 An organization’s customers have historically been satisfied with the functionality and performance of its services. Recently, however, the organization is getting complaints about both the performance of the services and areas, such as sales and customer support. How can the organization BEST collect the information needed to address these complaints?

NO.35 An organization is negotiating and agreeing the service levels for a social media site.
Which is an example of a measure of utility that should be included in the service level agreement?

NO.36 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?

NO.37 An organization is using an out-of-the-box service from a large service provider. How does the service provider know about the organization’s needs?

NO.38 What is a challenge when onboarding individual consumers?

NO.39 A service provider has received information from market analysis which shows that there is strong demand for one of its products in countries in which it does not usually operate. Which activity should the service provider perform now?

NO.40 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?

NO.41 A service provider is receiving complaints from the users about the migration to a new service. The users are finding difficult to identify and use features of the migrated service. What would have helped to prevent this?

NO.42 A service provider is collecting requirements for a cloud-based document storage service. Which is an example of a utility requirement for this service?

NO.43 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?

NO.44 An organization is aiming to develop a partnership relationship with their service consumers. One of the objectives is to increase the level of trust and customers’ satisfaction by establishing a service mindset across the organization. Which initiative is the BEST way to achieve it?

NO.45 Users often do not provide feedback because they do not believe it will be addressed. Which is the BEST method for encouraging users to submit feedback in this situation?

NO.46 Which charging mechanism could cause the price of a service to change depending on the time of day?

NO.47 An organization has a culture that encourages people to hide their mistakes. This reduces opportunities to improve in many different areas.
Which practice would MOST help to improve this situation and how?

NO.48 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?