Question 1

Which option is an example of the value that customer success brings to the customer organization?

Options :

A : Free implementation services

B : Increased renewal rate

C : Software license entitlement management

D : Support of business initiatives

Answer: D

Question 2

Your customer’s business outcome is to drive employee efficiencies. Which key metrics measure this outcome?

Options :

A : number of incidents reported or number of compliance issues

B : customer and employee feedback

C : increase in new subscribers or increase in end users

D : number of activities completed or increase in direct time

E : reduction in headcount or operational support costs

Answer: D

Question 3

Which of the following are examples of Churn? (Choose two.)

Options :

A : Customer renews contract

B : Increased discount to save renewal

C : Customer reduces Service level on software EA

D : Customer upgrades service level

Answer: B,C

Question 4

The customer wants to improve operational expenditure and reduce the C02 footprint of the organization. Which two business outcomes are critical to the company’s success? (Choose two.)

Options :

A : time to market

B : credibility

C : business growth

D : cost efficiency

E : sustainability

Answer: D,E

Question 5

The CIO of a bank and their vendor have a significant disagreement over the value of the work that was delivered the past two years under the existing managed-services contract. The contract renewal process was delayed over three months, with considerable risk to both parties. Which best practice will help prevent this type of disagreement?

Options :

A : Engage a third-party mediator to develop contract goals and evaluate the objectives at regular intervals

B : Have the CSM define how value should be measured at the end of the contract period

C : Adopt a lifecycle approach with a proactive review of service performance against KPIs

D : Have the CIO define a clear IT strategy and implement the suggestions immediately

Answer: B

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