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NEW QUESTION 23
An organization is attempting to improve the design, development and transition of new services. It recognizes that some ways of working are not focused on creating value.
Which is an example of a working practice that the organization should STOP?

• A. Involving users, customers and other stakeholders when communicating desired outcomes in the form of user stones
• B. Defining the features and functionality of services by relying on the developers' previous experience of designing similar systems for customers
• C. Designing systems with the continual involvement of customers to ensure that any changes in requirements are understood as early as possible
• D. Involving customers and users in testing activities to understand whether the service meets the customers' and users' expectations

Answer: B

NEW QUESTION 24
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. Produce service level reports and an analysis of the cost and risks of service delivery
• C. Work together to identify methods of checking service value and check that value propositions are still valid
• D. Perform ad-hoc service reviews and produce reports of service outputs

Answer: A

NEW QUESTION 25
In an organization, a service desk team employs experienced staff who have worked there for many years and have good relationships with support teams. The organization has a good improvement culture, and staff are encouraged to use their experience and identify improvements. They are developing a new policy for handling incidents.
Which is the BEST approach for this new policy?

• A. Ensure that all teams involved in incident resolution collaborate in the development of the policy
• B. Implement the policy to the service desk staff initially before informing other affected support teams
• C. Ensure that any identified exceptions are excluded from the policy to improve clarity
• D. Engage with stakeholders to ensure that as much detail as possible is included in the policy

Answer: A

NEW QUESTION 26
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. Research how individual teams communicate internally and use the most popular collaboration tools to collect feedback
• B. Publish a printed weekly newsletter that clearly and consistently communicates change
• C. Establish office hours where staff are encouraged to drop by without appointments and discuss any concerns they have
• D. Initiate a project to select and implement a collaboration tool to facilitate two-way communication with staff

Answer: D

NEW QUESTION 27
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