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NEW QUESTION 29
Which is a method for value-driven, data-driven and user-centered service design?

  • A. Balanced scorecard
  • B. Design thinking
  • C. The MoSCoW method
  • D. Stakeholder analysis

Answer: B

 

NEW QUESTION 30
A web hosting provider has decided to apply more of a ‘shift left’ approach to service support. The provider knows that users like video tutorials as well as communicating via instant messaging and social networks.
What should the service provider use to expand how users access support and improve the user experience?

  • A. Benefits dependency network
  • B. Service interaction method
  • C. Omnichannel management
  • D. Service level management

Answer: C

 

NEW QUESTION 31
A service provider is in a partnership relationship with a service consumer. The services provided are complex with new functionality and improvements constantly being developed using agile methods.
Which is the BEST approach for validating service value?

  • A. Regularly perform user satisfaction surveys and an analysis of the costs and risks removed from the service consumer
  • B. Perform ad-hoc service reviews and produce reports of service outputs
  • C. Produce service level reports and an analysis of the cost and risks of service delivery
  • D. Work together to identify methods of checking service value and check that value propositions are still valid

Answer: A

 

NEW QUESTION 32
Which describes the value driven approach to service design?

  • A. A process improvement philosophy that prioritizes flow efficiency over resource efficiency
  • B. The practice of analyzing a business, defining its needs, and recommending solutions that create value for stakeholders
  • C. An iterative approach based on frequent feedback, continual experimentation, and learning to ensure value co-creation
  • D. Designing just enough features to satisfy early customers, and providing feedback for future development

Answer: B

 

NEW QUESTION 33
In service relationships what is a benefit of identifying consumer roles?

  • A. It enables effective stakeholder management
  • B. It removes constraints from the customer
  • C. It enables a common definition of value
  • D. It provides shared service expectations

Answer: A

 

NEW QUESTION 34
……

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