Question 1

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?

Options :

A : Introducing component capacity management

B : Introducing differential charging

C : Building a customer business case

D : Analysing patterns of business activity

Answer: D

Question 2

User communities can be valuable components of service interactions during normal operations, incidents, and other difficulties.

Which statement is part of user communities scope?

Options :

A : Many organizations have adjusted their organizational structures. This includes ensuring that a leader’s role is closer to that of a ‘servant’. It also involves creating cross-functional teams, which can be achieved by applying matrix and flat structures.

B : Collaborating with all the appropriate leaders/managers will ensure that potential risks are understood and managed. It will also help to communicate a consistent message about the risks and the progress that is being made towards transformation.

C : Customers do not have time for feedback; sometimes they also do not have time for listening to users’ opinions and base their view of services purely on reports.

D : Peer support, knowledge articles, discussions, and improvement initiatives can help to decrease users’ demand for support from the service provider and move support closer to the user (shift left), provide valuable insights and improvement opportunities, and help in communicating news and status updates.

Answer: D

Question 3

Which assertion regarding service requests is ACCURATE?

Options :

A : Service requests are lodged through established and mutually agreed-upon communication channels.

B : Regulations governing service requests are developed individually for each instance.

C : Users stipulate the designated time frame for service request completion.

D : Service requests are consistently addressed by the service desk team.

Answer: A

Question 4

...................................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 5

Customer journey maps normally represent a generic flow for a group of stakeholders to allow the service provider to focus its efforts on widespread improvements.

What are the personas?

Options :

A : Are often used to represent a group of third parties

B : Are fictitious yet realistic description of a typical or target customer or user of a service or product

C : Are archetypes of actual people and should not be described as if they were real.

D : Are snapshots of non-relevant and unique characteristics in a customer, based on user research.

Answer: B

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