Podcast
Questions and Answers
How can an organization BEST ensure positive experiences throughout the customer journey?
How can an organization BEST ensure positive experiences throughout the customer journey?
- By ensuring fair and transparent cost management.
- By rigorously identifying and addressing key risks.
- By understanding service consumer needs and desires. (correct)
- By optimizing resource usage during the service lifecycle.
Which activity exemplifies planning for value co-creation?
Which activity exemplifies planning for value co-creation?
- Defining KPIs for service quality aligned with internal team objectives.
- Documenting user feedback in a service improvement register.
- Setting clear service delivery expectations with a vendor.
- Agreeing on service desk response times for each user contact method with a customer. (correct)
Which statement accurately describes an end-to-end customer journey?
Which statement accurately describes an end-to-end customer journey?
- It involves only the stages of service delivery and resolution.
- It reflects the customer's overall perception of their experience. (correct)
- It focuses exclusively on technical service outcomes.
- It excludes customer interactions that happen outside the organization's processes.
Which statement about service requests is MOST accurate?
Which statement about service requests is MOST accurate?
A service provider needs to update an application on users' mobile devices using a technology-generated approach. What is the MOST appropriate method?
A service provider needs to update an application on users' mobile devices using a technology-generated approach. What is the MOST appropriate method?
A service provider is tracking the likelihood of service failures impacting consumers. What does this metric indicate?
A service provider is tracking the likelihood of service failures impacting consumers. What does this metric indicate?
A provider consistently meets service levels, but customers are still dissatisfied. What should the service provider do?
A provider consistently meets service levels, but customers are still dissatisfied. What should the service provider do?
A team evaluating commercial software to improve team communication struggles to agree on an evaluation process. Which step should they complete LAST?
A team evaluating commercial software to improve team communication struggles to agree on an evaluation process. Which step should they complete LAST?
Which option aligns with agile development priorities?
Which option aligns with agile development priorities?
What is the initial step in designing an effective customer journey?
What is the initial step in designing an effective customer journey?
Who are the key stakeholders that should be actively involved in assessing and evaluating value realization?
Who are the key stakeholders that should be actively involved in assessing and evaluating value realization?
An organization implements a dedicated support team to handle queries and predefined changes for external users with higher subscription levels. Which practice ensures effective fulfillment of these service actions?
An organization implements a dedicated support team to handle queries and predefined changes for external users with higher subscription levels. Which practice ensures effective fulfillment of these service actions?
A service provider communicates feature upgrades to a customer, but these are undocumented and not included in the design. Which practice could prevent this?
A service provider communicates feature upgrades to a customer, but these are undocumented and not included in the design. Which practice could prevent this?
How can an organization BEST show that user feedback is valued and acted upon to encourage more input?
How can an organization BEST show that user feedback is valued and acted upon to encourage more input?
An organization is encouraging remote work, changing how users access services. What aspect of 'managing demand and opportunities' BEST helps understand this situation?
An organization is encouraging remote work, changing how users access services. What aspect of 'managing demand and opportunities' BEST helps understand this situation?
What activity occurs during the 'explore' step of the customer journey?
What activity occurs during the 'explore' step of the customer journey?
When agreeing on service levels for a social media site, which metric exemplifies a measure of utility?
When agreeing on service levels for a social media site, which metric exemplifies a measure of utility?
A service provider is onboarding a new desktop service for a customer. Which activity is the customer responsible for?
A service provider is onboarding a new desktop service for a customer. Which activity is the customer responsible for?
Which activity, performed by both provider and consumer, initiates service provision and consumption?
Which activity, performed by both provider and consumer, initiates service provision and consumption?
An online service receives performance complaints, especially from internal employees onboarding new consumers. With limited resources, what should the organization do FIRST?
An online service receives performance complaints, especially from internal employees onboarding new consumers. With limited resources, what should the organization do FIRST?
An organization aims to build a partnership by increasing trust and satisfaction through a service mindset. Which initiative BEST achieves this?
An organization aims to build a partnership by increasing trust and satisfaction through a service mindset. Which initiative BEST achieves this?
An IT service provider assesses internal opportunities by reviewing workflows, workforce capabilities, and supplier contracts. What else should they consider?
An IT service provider assesses internal opportunities by reviewing workflows, workforce capabilities, and supplier contracts. What else should they consider?
An organization outsources its service desk. What would MOST help ensure a seamless support service for customers and users?
An organization outsources its service desk. What would MOST help ensure a seamless support service for customers and users?
Which activity defines user-centered service design?
Which activity defines user-centered service design?
Which TWO examples can be handled as service requests?
Which TWO examples can be handled as service requests?
What is the BEST method for monitoring a customer's overall perception of a service?
What is the BEST method for monitoring a customer's overall perception of a service?
Which statement about onboarding services is MOST accurate?
Which statement about onboarding services is MOST accurate?
An organization wants employees to access a limited set of self-services via a portal, based on their roles, with layout customization. Which provisioning approach should they use?
An organization wants employees to access a limited set of self-services via a portal, based on their roles, with layout customization. Which provisioning approach should they use?
A legacy financial system requires manual entry of the transaction's time and date, but an audit shows this information is missing. Which controls could improve compliance?
A legacy financial system requires manual entry of the transaction's time and date, but an audit shows this information is missing. Which controls could improve compliance?
When should the approach to authorizing and enabling service usage be defined in the customer journey?
When should the approach to authorizing and enabling service usage be defined in the customer journey?
What is the BEST approach for a service consumer to use when seeking services from a service provider?
What is the BEST approach for a service consumer to use when seeking services from a service provider?
A customer retires a service but continues services with the provider. Which action should the provider include in its offboarding plans?
A customer retires a service but continues services with the provider. Which action should the provider include in its offboarding plans?
Improvements were made for requesting new phones, tracking arrival, and setup assistance. Which practice is MOST affected?
Improvements were made for requesting new phones, tracking arrival, and setup assistance. Which practice is MOST affected?
Users complain that service desk agents don't listen and make assumptions. What action would BEST improve this?
Users complain that service desk agents don't listen and make assumptions. What action would BEST improve this?
An investment bank wants to include experience metrics in SLAs with its outsourced customer care helpline. Which metric is the BEST example?
An investment bank wants to include experience metrics in SLAs with its outsourced customer care helpline. Which metric is the BEST example?
When designing a customer journey, a service provider has documented the service's utility, warranty, and experience. What else do they need to identify BEFORE designing?
When designing a customer journey, a service provider has documented the service's utility, warranty, and experience. What else do they need to identify BEFORE designing?
A bank measures its online banking service well, meeting its targets, but user satisfaction is low. What additional aspect should they measure?
A bank measures its online banking service well, meeting its targets, but user satisfaction is low. What additional aspect should they measure?
An organization uses an out-of-the-box service. How does the service provider know about the organization's needs?
An organization uses an out-of-the-box service. How does the service provider know about the organization's needs?
A provider has built a 'collaborative relationship' with a customer. Which activity are they MOST LIKELY to use to validate the services?
A provider has built a 'collaborative relationship' with a customer. Which activity are they MOST LIKELY to use to validate the services?
Flashcards
How to facilitate positive customer experiences?
How to facilitate positive customer experiences?
Understanding service consumer needs and desires facilitates positive outcomes and experiences.
Value co-creation example?
Value co-creation example?
Agreeing with a customer on service desk response times is an example of planning for value co-creation.
What is the customer journey?
What is the customer journey?
The end-to-end customer journey reflects an overall perception of the customer's experience.
How are service requests submitted?
How are service requests submitted?
Signup and view all the flashcards
Appropriate update approach?
Appropriate update approach?
Signup and view all the flashcards
What does likelihood of failure measure?
What does likelihood of failure measure?
Signup and view all the flashcards
The best thing a service provider can do?
The best thing a service provider can do?
Signup and view all the flashcards
The last step a team should complete?
The last step a team should complete?
Signup and view all the flashcards
Valid description of agile methods?
Valid description of agile methods?
Signup and view all the flashcards
What to do first when designing a customer journey?
What to do first when designing a customer journey?
Signup and view all the flashcards
Which stakeholders should assess and evaluate value realization?
Which stakeholders should assess and evaluate value realization?
Signup and view all the flashcards
Which practice ensures effective fulfillment of service actions?
Which practice ensures effective fulfillment of service actions?
Signup and view all the flashcards
Practice helps to avoid unfulfilled functionality?
Practice helps to avoid unfulfilled functionality?
Signup and view all the flashcards
What demonstrates user feedback is taken seriously?
What demonstrates user feedback is taken seriously?
Signup and view all the flashcards
Understanding demands and opportunities, which aspect to monitor?
Understanding demands and opportunities, which aspect to monitor?
Signup and view all the flashcards
Measure of utility that should be included in the service level agreement??
Measure of utility that should be included in the service level agreement??
Signup and view all the flashcards
Which activity enables service provision and consumption to start?
Which activity enables service provision and consumption to start?
Signup and view all the flashcards
What is the FIRST step an organization should take?
What is the FIRST step an organization should take?
Signup and view all the flashcards
Which initiative is the BEST way to increase level of trust?
Which initiative is the BEST way to increase level of trust?
Signup and view all the flashcards
What area do they also need to consider when carrying out internal assessment??
What area do they also need to consider when carrying out internal assessment??
Signup and view all the flashcards
Which activity helps the organization the most??
Which activity helps the organization the most??
Signup and view all the flashcards
Which activity describes user-centered service design??
Which activity describes user-centered service design??
Signup and view all the flashcards
Which TWO are examples that can be handled as service requests?
Which TWO are examples that can be handled as service requests?
Signup and view all the flashcards
Which is the BEST method of monitoring the customer's overall perception of a service?
Which is the BEST method of monitoring the customer's overall perception of a service?
Signup and view all the flashcards
Which statement about the onboarding of services is CORRECT?
Which statement about the onboarding of services is CORRECT?
Signup and view all the flashcards
Which service provisioning approach should this organization use?
Which service provisioning approach should this organization use?
Signup and view all the flashcards
Which statement increases compliance?
Which statement increases compliance?
Signup and view all the flashcards
At which steps in the customer journey should the approach to authorizing and enabling the user to use service be defined?
At which steps in the customer journey should the approach to authorizing and enabling the user to use service be defined?
Signup and view all the flashcards
Approach service consumer has they want to obtain services from a service provider?
Approach service consumer has they want to obtain services from a service provider?
Signup and view all the flashcards
Retiring Service?
Retiring Service?
Signup and view all the flashcards
Improvements?
Improvements?
Signup and view all the flashcards
Which action would BEST help to improve this situation
Which action would BEST help to improve this situation
Signup and view all the flashcards
Which is the BEST example of an experience metric that can be included in the SLA?
Which is the BEST example of an experience metric that can be included in the SLA?
Signup and view all the flashcards
What else do they need to identify before they start to design the journey?
What else do they need to identify before they start to design the journey?
Signup and view all the flashcards
Users unstatisfication?
Users unstatisfication?
Signup and view all the flashcards
How does the service provider know about the organization's needs?
How does the service provider know about the organization's needs?
Signup and view all the flashcards
A service provider has built a 'collaborative relationship' with a customer.
A service provider has built a 'collaborative relationship' with a customer.
Signup and view all the flashcards
A service provider is collecting requirements for a cloud-based document storage service.
A service provider is collecting requirements for a cloud-based document storage service.
Signup and view all the flashcards
Study Notes
- PeopleCert ITIL 4 Specialist High-velocity IT Exam consists of questions and answers designed to help people pass their ITIL 4 certification
Facilitating Positive Customer Experiences
- Understanding service consumer needs facilitates positive outcomes and experiences throughout the customer journey
Planning for Value Co-Creation
- Agreeing with a customer on service desk response times for each method of user contact is an example of planning for value co-creation
End-to-End Customer Journey
- The end-to-end customer journey reflects an overall perception of the customer's experience
Service Requests
- Service requests should be submitted via agreed channels
Software Application Updates
- Using a push method to check the user's device each time it is connected represents an appropriate approach to technology generated updates
Measuring Risk
- Tracking the likelihood of service failures that could affect the service consumer indicates a measure of risk
Improving Service Levels
- Identifying ways to improve service levels and discussing the cost of these improvements can help meet customer expectations when they are not being achieved
Evaluating Commercial Software Products
- User feedback on product prototypes should be the last step when evaluating commercial software products
Agile Development Priorities
- Agile development prioritizes responding to changes over following a plan
Designing a Customer Journey
- The desired outcome and the value proposition should be defined when first designing a customer journey
Value Realization
- Both the service consumer and the service provider should assess and evaluate value realization
Subscription Services
- Service request management ensures the effective fulfillment of actions associated with external user subscription services
Avoiding Functionality Issues
- Business analysis can prevent undocumented functionality being left out of the design phase of upgrades
Encouraging User Feedback
- Regularly updating users about service improvements resulting from their feedback encourages more feedback in the future
Managing Demand
- Monitoring service availability helps facilitate a better understanding of changes when staff begins working from home
Customer Journey
- You set service level expectations with potential customers during the "explore" phase of the customer journey
Service Level Agreements
- The number of photo formats supported for upload represents a measure of ITIL 4 utility that should be included in a SLA
New Customer Onboarding Activities
- Training users in the correct procedures for accessing support for the desktop service represents an activity carried out by the customer
Enabling Service Provision
- Onboarding, carried out by both the service provider and service consumer, enables service provision and consumption to start
Addressing Complaints
- Analyzing patterns of business activity should be the first step when addressing complaints about service performance
Service Mindset
- Developing interpersonal skills and service empathy across all teams is the best way to establish a valuable service mindset
Service Improvement
- The Service design processes that should be considered when carrying out an internal assessment to identify opportunities to improve
Seamless Support
- Integrating supplier activities into the organization's value streams should support seamless support during outsourcing.
User-Centered Service Design
- User centered designed balances user experience with technical and business requirements
Handling Service Requests
- A staff member asking for a new barcode scanner from an internal IT department should be handled as a service request
- A manager requiring swift changes to user access rights for an employee should be handled as a service request
Customer Perception
- Analyzing complaints and compliments provides the best method for monitoring the customer's overall perception of a service
Onboarding of Services
- Onboarding should be planned during the design of the service
Service Provisioning Approach
- Tailored approach should be used where you see only the services applicable to their status in the organization and employees adjust the portal layout
Compliance
- Improve by modify the application to automatically add the current time and date when transaction is entered -Create a report showing non-compliant records and take action to correct
Authorizing a service
- Authorizing the services should take place initially during ‘onboard and co-create’ steps of the customer journey
Securing services
- Develop a list of needs focusing on what should be achieved
Service Provider Deliveries
- Identifying and making requests for outstanding payments for the service
Service Request Improvements
- Service request management is the most affected by the service improvements
Better communication
- Improve the training given to the staff of the service desk function
Experience Metrics included in the SLA
- Customer satisfaction with the helpline
Starting a customer journey
- Outcomes that are needed from the service
Aspects of service the bank should measure
- The number of times a transaction is started but not completed should be measured.
Provider knowing about organisation needs
- Service Provider's marketing and business analysis teams consider generic market needs, instead of the needs of this specific organization.
Validating services
- Joint service reviews of achievements of service targets
Utility Requirement of cloud-based document storage
- The service will display a list of items upload by the user
Reporting
- Service performance metrics should be mapped to customer outcomes
How a service mindset will improve the situation
- By encouraging users to understand the features of the new application, and how it can contribute to the achievement of the enterprise's objectives
Technique would allow this organization to BEST understand the external factors that could influence
- PESTLE analysis
What should the service desk agent do?
- Log a call with the supplier, but also arrange for the contract to be printed at another printer and delivered to the user
Approach to risk management?
- Managing risk is continually aligned with objectives
Encouraging feedback in this situation?
- Making feedback processing visible for everyone
Principle be applied to this situation?
- IT department by being transparent about constraints and managing expectations
Resources can be made?
- Portfolio Management
Practice
- Service catalogue management
Requirements
- Work with the users to establish a set of requirements and involve the customer in clarifying and agreeing on the requirements
An approach should the organization follow to decide if they should use the internal service provider or source the service externally?
- By reviewing organizational policies for outsourcing services, then identify the most important criteria for selecting a service provider, and use a 'decision matrix' to compare service providers
Does governance support high-velocity IT?
- By directs the organizational entity responsible for digital technology
Maturity
- Basic relationship
In the service logging tool that regulation is followed?
- The logging tool to ensure that the minimum data required by the regulation is always recorded, and report on any deviations
Which is the BEST method of providing user support'
- Simple online support and contact numbers for the service desk
Best describes the role of IT staff in risk management?
- Its the staff that have a perspective of potential risks in their work
Continually co-creates value with all stakeholders?
- service value system
Would MOST LIKELY help the company overcome this challenge?
- Teams and individuals to understand their scope of control, and the types of decisions they can make
Restore a live service
- Possible sources of demand for a services: -Someone is unable to log into their user account for the service -Monitoring tool detects a service failure
Provider BEST demonstrate the capability to meet the needs to discuss changes with its provider
- Ensure adequate knowledge and skills to support the customer's changes
An approach should the organization follow when creating a value stream to support the new service?
- One value for the entire set of support activities
Survey is CORRECT?
- Survey's are conducted at several organizational levels, formally and informa
organization's goals is?
- leader
Single entity?
- Service integration and management
Running experiments involves in
- Emergent practice
ITIL guidance?
- The guiding principles
Transformation
- Is acceptable to take risks which may lead to competitive advantage
Operational plans support?
- Increase revenue by introducing a new range of services
Onboarding
- Is Dealing with a large number of consumers with varied skills and backgrounds
Investments in new testing technology
- IT transformation
Innovation safety culture
- Focus on inclusion and ignore toxic relationships
- Treat failures as improvement opportunities
the workload the staff can do?
- Ensure team has the skills to complete tasks
Organization to success?
- Collect knowledge
communication?
- Organizations and people
Revenue and growth
- Focus on the service value
High-velocity focus is to find the users objectives with
- Co-created value
Encourage feedback
- Improvement of practices.
Patternsare MOST LIKELY to be affected.
- Accept and committ uncertainty
concerned with preventing the situation from
- Safety culture
Dimensions
- Is Plan
continual value co-creation'
- Is Service relatishion management
First for value stream
- Agree on the level of detail
And what helps
- Org change management
Appropriate approach
- Anonymity is key
Roll for guide
- Risk management and internal contracts
change of focus
- Devise a communication approach
Studying That Suits You
Use AI to generate personalized quizzes and flashcards to suit your learning preferences.
