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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?

Question 71 - ITIL-DSV discussion

A service provider has recently released an upgrade to its payroll service. The service provider had told the customer that the upgrade would include functionality to copy information from various other HR systems, to reduce the amount of manual data entry. However, this statement was not documented at the time and the proposed functionality was not included in design then.

Which practice includes activities which could have helped to avoid this situation?