Which statement about employee surveys is CORRECT?
A customer usually has good control of a service provider in terms of achieving service levels, but often struggles to
assess service value
Which level of service relationship maturity does this situation describe?
An IT department in a large enterprise has been managing a service that is core to the enterprise's strategy and objectives. Recently, the quality of a service has been falling. Investigations have revealed that the service team works on resolving incidents, requests and
problems, and also development, testing, and releasing new functionality. Due to the mixed workload, the team are unable to complete many tasks to the level of quality required.
Which approach would MOST LIKELY help in this situation?
An organization with limited resources has a sales team that would like a new service to make it easier to manage customer information. There is also a finance team that wants to consolidate the organization's services to improve efficiency. One of the business units wants to introduce a new product line.
Which is the BEST way for the organization to manage this situation?
Which statement about the reporting of service outcomes and performance is CORRECT?
A bank provides an online banking service to external users. The bank measures the functional and non-functional aspects of the service in several ways and is meeting its targets. However, user satisfaction with the service is not as high as the bank would like it to be.
Which is the BEST example of an additional aspect of the service that the bank should measure?
An organization is considering how a new service will be supported when it goes live. There are many teams contribute to the support of the service.
Which approach should the organization follow when creating a value stream to support the new service?
An investment bank has outsourced its customer care helpline. It is keen to introduce experience metrics into its Service Level Agreements (SLAs) with the service provider for the helpline. It has asked for a re-negotiation of the existing SLA.
Which is the BEST example of an experience metric that can be included in the SLA?
Which statement about the onboarding of services is CORRECT?
An internal IT service provider does not have all the skills needed to create and deliver a new service, but could develop them with enough time. There are many external service providers who can provide this service.
Which approach should the organization follow to decide if they should use the internal service provider or source the service externally?
TESTED 31 Oct 2025