Question 1

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

Question 2

Super-users may be appointed by the service provider and enrolled in the service provider’s practices.

What is FALSE about super-users?

Options :

A : May be appointed by the service provider and enrolled in the service provider’s practices

B : They develop their professional expertise and optimize the service provider’s resources used to support user communities

C : It is not easy to establish and maintain an effective group of super-users

D : Can be part only of groups stablished by the customer

Answer: D

Question 3

When service consumers are individuals, there are numerous factors that affect how the service provider manages the service relationship during the customer journey.

What is a challenge in the relationship management with individual service consumers during the Offer step?

Options :

A : Need for simple and fast contracting procedures and interfaces

B : The opinions of communities, influencers, and peers are important for an initial engagement decision

C : Sometimes service consumers are unaware of their needs and opportunities

D : Large number of service consumers with different skills and backgrounds

Answer: A

Question 4

A bank has a value stream of provision of personal loans to its clients. This value stream includes a range of activities, most of which are enabled by IT services. After mapping and analysing the value stream, some service interactions were identified.

What is the purpose of the service interaction method?

Options :

A : It measure characteristics of the resources provided to the service consumer. It helps the parties in the planning of value co-creation.

B : It helps to describe and evaluate the service outcome based on the performance of key service interactions performed by the users and the service provider during service consumption. It helps the parties in the planning of value co-creation.

C : It empowers the consumer’s performance and the related experience. It helps the parties in the planning of value co-creation.

D : It establishes a shared view of target service scope and quality with the service provider. It helps the parties in the planning of value co-creation.

Answer: B

Question 5

Which assertion regarding service requests is ACCURATE?

Options :

A : Service requests are lodged through established and mutually agreed-upon communication channels.

B : Regulations governing service requests are developed individually for each instance.

C : Users stipulate the designated time frame for service request completion.

D : Service requests are consistently addressed by the service desk team.

Answer: A

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