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NEW QUESTION 34
From the perspective of a service provider how does the digital product lifecycle start?
- A. With the onboard mg of customers
- B. With the co creation of value
- C. With the exploration of market opportunities
- D. With the offboarding of customers
Answer: C
NEW QUESTION 35
An organization is attempting to improve the design, development and transition of new services. It recognizes that some ways of working are not focused on creating value.
Which is an example of a working practice that the organization should STOP?
- A. Involving customers and users in testing activities to understand whether the service meets the customers' and users' expectations
- B. Involving users, customers and other stakeholders when communicating desired outcomes in the form of user stones
- C. Defining the features and functionality of services by relying on the developers' previous experience of designing similar systems for customers
- D. Designing systems with the continual involvement of customers to ensure that any changes in requirements are understood as early as possible
Answer: C
NEW QUESTION 36
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
- A. Keep it simple and practical
- B. Focus on value
- C. Start where you are
- D. Progress iteratively with feedback
Answer: C
NEW QUESTION 37
Which are elements of the service value system?
- A. Customer value, stakeholder value, organization
- B. Outcomes, utility, warranty
- C. Service provision, service consumption, service relationship management
- D. Governance, service value chain, practices
Answer: D
NEW QUESTION 38
An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently.
What is the FIRST step the organization should take to start to improve the situation?
- A. Improve the integration of tools to ensure there are no gaps between processes
- B. Review skills and competencies of user support staff to ensure they have the required capability
- C. Use value stream mapping to help understand the end-to-end flow of user support
- D. Encourage teams to collaborate so they can focus on value for users
Answer: C
NEW QUESTION 39
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