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NEW QUESTION 21
Which is included in onboarding?
1. Negotiating service targets with customers
2. Building awareness of the new consumer
3. Ensuring resources are prepared for service provision
4. Designing the service components and infrastructure

• A. 1 and 2
• B. 2 and 3
• C. 1 and 4
• D. 3 and 4

Answer: B

NEW QUESTION 22
How should the seven guiding principles be combined when an organization is making a decision?

• A. By using all the guiding principles equally when making any decision
• B. By reviewing each guiding principle to decide how relevant it is to the specific decision
• C. By using the one or two guiding principles that are most relevant to the specific decision
• D. By using the focus on value' principle and one or two others that are relevant to the specific decision

Answer: B

NEW QUESTION 23
An organization supports the users of its services using a tiered structure. There are many specialists in the second- and third-line resolution teams who have worked for the organization for a long time. The organization is in the process of deploying many changes to services. This is likely to result in a large number of complex incidents. In addition, there are long backlogs of work for the second and third-line resolution teams to complete.
Which is the BEST approach or technique to resolve this situation?

• A. An information model
• B. Service integration and management
• C. Swarming
• D. Machine learning

Answer: C

NEW QUESTION 24
Which is a method for value-driven, data-driven and user-centered service design?

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

Answer: A

NEW QUESTION 25
Which concept is PRIMARILY concerned with multiple teams moving to a cross-functional way of working?

• A. Organizational structure
• B. Employee satisfaction measurement
• C. The value of positive communications
• D. Working to a customer oriented mindset

Answer: A

NEW QUESTION 26
......

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