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How can an organization facilitate positive outcomes and experiences throughout the customer journey?
A service provider has built a 'collaborative relationship' with a customer.
Which activities are they MOST LIKELY to use to validate the services that are provided?
An organization provides an online portal that its employees can use to learn about and request standard services.
Which practice would ensure that users can easily find information on the portal and that the information is kept up-to-date?
An organization is a market leader for software that has seen a sharp decline in local installations of its software. Customers are increasingly preferring its subscription-based cloud solution. As the company rapidly adapts its product offering to favour subscription-based cloud solutions, some people within the company do not agree with the new focus.
Which method would be effective in ensuring that the change in focus is supported across the organization?
An internal IT service provider does not have all the skills needed to create and deliver a new service but could develop them with enough time. There are many external service providers who can provide this service.
Which approach should the organization follow to decide if they should use the internal service provider or source the service externally?
An organization in a highly-regulated industry is considering adopting agile practices. The management team is concerned with maintaining compliance to regulatory requirements while empowering teams at every level to make key decisions.
Which approach would MOST LIKELY help the company overcome this challenge?
An organization with limited resources has a sales team that would like a new service to make it easier to manage customer information. There is also a finance team that wants to consolidate the organization's services to improve efficiency. One of the business units wants to introduce a new product line.
Which is the BEST way for the organization to manage this situation?
An organization is evaluating the advantages and disadvantages of replacing its legacy information systems with cloud-based services as part of its strategic plan. The market is extremely competitive, so the organization wants to ensure that all factors are considered.
Which technique would allow this organization to BEST understand the external factors that could influence this decision?
A bank provides an online banking service to external users. The bank measures the functional and non-functional aspects of the service in several ways and is meeting its targets. However, user satisfaction with the service is not as high as the bank would like it to be.
Which is the BEST example of an additional aspect of the service that the bank should measure?
An IT department is working with the organization's marketing team to introduce a new set of analysis tools. Having read articles in the media about these tools, the marketing team has high hopes. Because the tools are being introduced using a phased implementation approach, the representatives of the two teams are struggling to agree on service level targets.
How can the 'collaborate and promote visibility' guiding principle be applied to this situation?
An organization has signed a contract to outsource its service desk function to a supplier. The organization wants to ensure that its customers and users will receive a seamless support service.
Which activity would MOST help the organization at this stage?
A customer is retiring a service and has terminated the contract for the service with the service provider. The service provider will continue to deliver other services to the customer. Which activity should the service provider include in the plans to offboard the service?
An organization that has been successful in the past is now struggling to succeed in a highlycompetitive industry. Customer expectations that are changing in unpredictable ways, and unclear user requirements, are making it difficult for the organization to decide a course of action. Several conflicting approaches have been suggested.
In the context of the Cynefin framework, which approach would BEST enable the organization to progress?
An internal IT service provider does not have all the skills needed to create and deliver a new service, but could develop them with enough time. There are many external service providers who can provide this service.
Which approach should the organization follow to decide if they should use the internal service provider or source the service externally?
A service provider is launching a new service to a very large number of users. The majority of users are familiar with social media and online support.
Which is the BEST solution for providing user support in this case?
What helps people to understand the value of an initiative, and reduces their resistance?
A service provider is tracking the likelihood of service failures that could affect the service consumer. What is this a measure of?
A service provider is launching a new service. The target market is users who have limited experience of using the internet and are unlikely to use social media.
Which is the BEST method of providing user support?
Which competency profile is required by an individual who is tasked with motivating others to adopt the new ways of working required to support the organization's goals?
An organization wants to introduce a new service. There are many teams that will contribute to the design, development and transition of the service.
Which approach should the organization follow when creating a value stream for this new service?
An organization is aiming to develop a partnership relationship with its service consumers. One of the objectives is to increase the level of trust and customers' satisfaction by establishing a service mindset across the organization.
Which initiative is the BEST way to achieve it?
A consumer organization is making significant changes to the technologies used by its employees, and is discussing those changes with its service provider.
How can the service provider BEST demonstrate the capability to meet the needs of the consumer organization?
TESTED 11 Oct 2025