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Question 1

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A service provider has built a 'cooperative relationship' with a customer. Which activity are they MOST LIKELY to use to validate the services that are provided?

Question 2

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A customer is retiring a service and has terminated the contract for the service with the service provider. The service provider will continue to deliver other services to the customer. Which activ

Question 3

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A service provider has received information from market analysis which shows that there is strong demand for one of its products in countries in which it does not usually operate. Which activity sho

Question 4

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Which statement about the end-to-end customer journey is CORRECT?Which approach would be BEST aligned to the 'design thinking' methodology at this initial 'empathy' stage?

Question 5

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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 pr

Question 6

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A service provider has a hard time receiving user's feedback. Which of the following is NOT an appropriate solution to improve the situation?

Question 7

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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 a

Question 8

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An organization's customers have historically been satisfied with the functionality and performance of its services. Recently, however, the organization is getting complaints about both the performa

Question 9

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An organization has signed a contract to outsource its service desk function to a supplier. The organization wants to ensure that its customers and users will receive a seamless support service. Whi

Question 10

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Which charging mechanism could cause the price of a service to change depending on the time of day?

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Related questions

What is an attribute of a strategic partnership?

Just minutes before the service desk operations close for the day, a user calls with an urgent request. What would be the BEST way to respond to the request?

Different types of service relationships require different approaches to assessing mutual readiness. Which of the following statements is CORRECT?

A consumer organization is making significant changes to the technologies used by its employees, and is discussing those changes with its service provider. How can the service provider BEST demonstrate the capability to meet the needs of the consumer organization?

A service provider has received information from market analysis which shows that there is strong demand for one of its products in countries in which it does not usually operate. Which activity should the service provider perform now?

Which is a technique for identifying customers that have common demands?

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?

A service consumer has asked a commercial service provider to develop a new document storage service. The service consumer has a limited budget and the employees that will use the service have a long list of requirements. Which is the BEST approach for collecting the requirements?

Which activity describes user-centered service design?

A service provider is onboarding new users. To ensure that the user is allowed to access the service, it requires a copy of the user's ID. What is this an example of?

Question 26 - ITIL-DSV discussion

Report

A moment of truth is best described as:

A.

The moment the agreement is signed as part of the offer phase.

B.

The renewal of the contract when a deadline has been set.

C.

A key touchpoint in which the user changes its impression of the service.

D.

The moment when mutual readiness is assessed.

Show Answer

asked 18/09/2024

Bill May

45 questions

User

Your answer: A B C D

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