Question 1

Which statement best describes an Accelerator?

Options :

A : An on-call service for customer support

B : A one-on-one deep dive on network issues

C : A one-on-one coaching engagement covering specific use cases

D : A hosted one-to-many educational webinar with live expert Q and A

Answer: C

Question 2

The CIO of a bank and their vendor have a significant disagreement over the value of the work that was delivered the past two years under the existing managed-services contract. The contract renewal process was delayed over three months, with considerable risk to both parties. Which best practice will help prevent this type of disagreement?

Options :

A : Engage a third-party mediator to develop contract goals and evaluate the objectives at regular intervals

B : Have the CSM define how value should be measured at the end of the contract period

C : Adopt a lifecycle approach with a proactive review of service performance against KPIs

D : Have the CIO define a clear IT strategy and implement the suggestions immediately

Answer: B

Question 3

Which services are contained in the CX portfolio?

Options :

A : Support Services, Business Critical Services, Professional Services and Managed Services

B : Support Services, Business Critical Services and Professional Services

C : Support Services and Business Critical Services

D :

Support Services, Business Critical Services, Professional Services, Managed Services, and Learning Services

Answer: D

Question 4

The customer plans to relocate to a new building in the existing area to reduce cost. The company wants to retain talent through this transition. Which two business outcomes are critical to the company’s success? (Choose two.)

Options :

A : employee satisfaction

B : sustainability

C : credibility

D : cost efficiency

E : risk management

Answer: A,D

Question 5

Which statement is the most accurate description of the Health Index?

Options :

A : a tool for service providers to determine what stage of the lifecycle to offering training solutions

B : an ongoing measurement of customer sentiment

C : a measurement tool for resolving specific product quality issues and adoption barriers

D : an ongoing measurement of several key customer health indicators

Answer: D

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