Question 1

...................................is a good starting point when attempting to understand the customer experience. However, customer experience is shaped not only by the contact between the service provider and the service consumer, but also by factors that are partly or completely outside the service provider’s influence.

Fill the blank space with the correct option:

Options :

A : The customer experience

B : The ITIL story (scenarios)

C : The customer journey map

D : Understanding personas

Answer: C

Question 2

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

Options :

A : Introduce a freeze period before the deadline.

B : Add a cancellation fee to the order.

C : Set an early-bird price.

D : Increase the overall price of the service.

Answer: C

Question 3

Co-create session:

A user faces performance issues with their laptop, potentially impacting a significant sale. Although the service level agreement promises an 8-hour response time, the service desk agent acknowledges the urgency and escalates the matter without delay. As a result, the problem is swiftly resolved, and the user expresses high satisfaction with the service received.

What term can be used to describe this situation?

Options :

A : Service Desk

B : Demand management

C : Service categorization

D : Moment of truth

Answer: D

Question 4

A customer typically maintains a proficient level of influence over a service provider concerning the attainment of predetermined service levels. However, the evaluation of service value frequently poses challenges.

Which stage of service relationship maturity characterizes this scenario?

Options :

A : Cooperative relationship

B : Basic relationship

C : Managed relationship

D : Partnership

Answer: B

Question 5

When service consumers are individuals, there are numerous factors that affect how the service provider manages the service relationship during the customer journey.

When we consider relationship management with individual service consumers, what is a challenge for Explore stage?

Options :

A : Pre-sale and sales are highly regulated to protect consumer rights

B : Service consumers do not explicitly express their needs and expectations

C : Need for simple and fast contracting procedures and interfaces

D : Large number of service consumers with different skills and backgrounds

Answer: B

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