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NEW QUESTION 52
What do design thinking and service-dominant logic have in common?

  • A. Both involve collaborating with customers to ensure their needs are met
  • B. Both focus solely on the needs and problems of the consumers
  • C. Both focus on product functionality and on building new features
  • D. Both require clearly defined requirements and acceptance criteria

Answer: A

 

NEW QUESTION 53
An organization is reviewing the support of its IT services.
Which is an example of an ‘outside in’ approach?

  • A. Asking for feedback from the internal technical teams to ensure they are able to deliver against the support requirements
  • B. Conducting customer and user satisfaction surveys to gather feedback on how customers and users perceive the support of IT services
  • C. Contacting the organization’s ITSM software tool provider to learn about software updates which might improve the support of the services
  • D. Understanding how infrastructure and application suppliers are involved in the end-to-end value chain for the support of services

Answer: B

 

NEW QUESTION 54
A company has begun a new global line of business that has changed how IT supports the new systems. Recognizing the urgent need for two-way communication on the required changes, IT managers are trying to find better ways to obtain feedback than a standing agenda at staff meetings.
Which describes the BEST approach for establishing effective feedback channels?

  • A. Establish office hours where staff are encouraged to drop by without appointments and discuss any concerns they have
  • B. Publish a printed weekly newsletter that clearly and consistently communicates change
  • C. Research how individual teams communicate internally and use the most popular collaboration tools to collect feedback
  • D. Initiate a project to select and implement a collaboration tool to facilitate two-way communication with staff

Answer: D

 

NEW QUESTION 55
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. Encourage teams to collaborate so they can focus on value for users
  • C. Use value stream mapping to help understand the end-to-end flow of user support
  • D. Review skills and competencies of user support staff to ensure they have the required capability

Answer: C

 

NEW QUESTION 56
A software development team makes many hundreds of small changes every week.
Who can BEST make the decision of whether to accept each change?

  • A. The IT change manager
  • B. The sponsor in the service consumer organization
  • C. The software development manager
  • D. The other members of the software development team

Answer: D

 

NEW QUESTION 57
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