Which is a challenge when onboarding individual consumers?

Dealing with a large number of consumers with varied skills and backgrounds

Identifying the consumers' needs because they do not communicate them clearly

Providing marketing material tailored to the needs of service consumer

Identifying the customer that can represent the service consumer

Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?

Progress iteratively with feedback

Which is the MAIN reason for service providers to encourage feedback on service provision?

To provide sources of continual improvement of services and practices

To allow the service consumer to identify potential super-users

To establish which user communities are providing most value

To allow service consumers to compare service providers

Which joint activity performed by a service provider and service consumer ensures continual value co-creation?

Service relationship management

Which BEST describes the primary role of a governing body?

To establish and regularly review the effectiveness of risk management and internal controls

To develop and regularly review IT measurements and metrics

To establish and regularly review the goals cascade throughout the organization

To establish and regularly review the effectiveness of risk management and internal controls

To annually review and approve IT projects to maximize business value

An organization is a market leader for software that has seen a sharp decline in local installations of its software. Customers are increasingly preferring its subscription-based cloud solution. As the company rapidly adapts its product offering to favour subscription-based cloud solutions, some people within the company do not agree with the new focus.Which method would be effective in ensuring that the change in focus is supported across the organization?

Identify key internal stakeholders and develop a communication plan to address their concerns

Ensure the company vision and mission are visible to everyone across the organization

Develop detailed service descriptions and design documentation

Survey key customers who recently moved to the cloud solution

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?

Use forecasting techniques to model workload over time and ensure that the team has the right number of people with required skills to meet the workload

Outsource the incident, request and problem workload to a managed services provider, so that the service team can focus on developing new functionality quickly

Reduce the demand for new functionality so that the overall workload is at a level that the service team can manage without becoming overwhelmed

Adjust incident resolution and request fulfilment SLAs so that the customer service team has more time to resolve issues without breaking their formal commitments