Question 1

A designer has been asked by an organization to design a new office chair. The designer has proposed a plant that they have been asked to validate. In 'design thinking', what should the designer do to BEST validate the plan

Options :

A : Ask the user to communicate their needs for the chair

B : Ask the user to provide feedback on a prototype of the chair

C : Adopt the user-s point of view of using the chair

D : Decide for the user what is important for the chair

Answer: A

Question 2

An IT department is able to rapidly develop services that meet functional requirements. However overall satisfaction with these services is low. Which is the BEST way to start working on developing new services while addressing issues faced by the IT department?

Options :

A :

Develop a clear set of system requirements and track each of them from start to finish to ensure that the delivered service meets the stated requirements

B : Develop a clear understanding of the customers' intended goals and expectations, and track each of them from start to finish to ensure that the service supports the required outcomes

C :

Involve senior management as early as possible to define requirements and help with 'organizational change management' to ensure successful implementation of the service

D :

Assess and improve capabilities of IT teams prioritizing areas that are required to deliver the service in a way that meets customer expectations

Answer: B

Question 3

In which TWO situations should be ITIL guiding principles be considered?

1. In every initiative

2. In all relationships with stakeholders

3. Only specific initiatives where the principle is relevant

4. Only specific stakeholder relationships where the principle is relevant

Options :

A : 1 and 2

B : 1 and 4

C : 3 and 4

D : 2 and 3

Answer: B

Question 4

A large service provider with many staff has built a relationship with a customer and agreed a 10-year contract. Both organizations have shared information freely and responded to requests. Which is MOST LIKELY to be a threat to maintaining the relationship?

Options :

A : Scheduling interactions between customer and service provider

B : Changes in service provider and customer staff

C : Failing to explain service provider actions that impact the customer

D : Failing to deal with communication in a timely fashion

Answer: C

Question 5

Which describes the customer journey?

Options :

A : The actions that the user undertakes to be able to use the service

B : The end-to-end experience customers have with service providers

C : The actions that the service provider takes to attract new customers

D : The experience the service user gets from the service provider

Answer: B

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