Question 1

Most service offerings combine several forms. Technology-based services usually include access to a service provider’s resources and, sometimes, service actions.

What is an example of value driver for different types of service offerings that is related to access to resources for Infrastructure platform service for product development teams provided by an internal IT infrastructure team?

Options :

A : Access to platform as a service

B : Perform major updates to the platform; solve shared problems

C : Reset the device; pair with a smartphone

D : Registration of user-reported incidents by service desk agents

Answer: A

Question 2

An organization is rebranding and renovating its branches. As part of the renovation, the physical network cabling is to be upgraded. You are responsible to manage the supplier. How will you engage with the cabling provider?

Options :

A : Forecast the required demand and planning to the provider.

B : Focus on the value the cables are delivering to the bank and praise them for it.

C : Create user accounts for the provider during the onboarding stage.

D : Invite the provider as part of the project board.

Answer: D

Question 3

The customer journey map is about listening to what the customers are saying, understanding their motives, and, when applicable, systematically measuring their opinions and actions and integrating this information into continuous feedback.

What should be considered the overall objective for the customer journey?

Options :

A : Define the desired outcome and customer and user experience

B : Put the user at the centre of the design process

C : Have an understanding of the customers and users beyond statistical descriptions and empirical analyses of their needs

D : Plan and design customer journeys that support optimal value co-creation and lead to outstanding customer experiences

Answer: D

Question 4

Blueprints are architectural drawings of building designs. These blueprints depict what the building should look like and all the specifications required for the construction. In a service blueprint, the key elements are separated with three horizontal lines.

What is NOT one of those lines?

Options :

A : The line of visualization

B : The line of interaction

C : The line of visibility

D : The line of internal interaction

Answer: A

Question 5

Co-create session:

The service provider aims to update a software application installed on the mobile devices of its users, and they want to adopt a technology-generated approach. What is the MOST SUITABLE method for achieving this?

Options :

A : Directing the service desk to contact users when updates are available and guiding them through the update procedure.

B : Implementing a self-service portal, allowing users to request updates from the service desk.

C : Utilizing a push method to automatically check the user-s device for updates whenever it connects.

D : Instructing users to bring their devices to the service desk team at their convenience for updates.

Answer: C

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