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NEW QUESTION 42
An organization is reviewing the support of its IT services.
Which is an example of an 'outside in' approach?

• A. Understanding how infrastructure and application suppliers are involved in the end-to-end value chain for the support of services
• 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. Asking for feedback from the internal technical teams to ensure they are able to deliver against the support requirements

Answer: B

NEW QUESTION 43
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. Swarming
• B. An information model
• C. Service integration and management
• D. Machine learning

Answer: A

NEW QUESTION 44
An organization is designing a survey to assess the needs and expectations of its staff.
What is this an example of?

• A. Integration and data sharing
• B. Customer-orientation
• C. Employee satisfaction management
• D. CI/CD

Answer: C

NEW QUESTION 45
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. Publish a printed weekly newsletter that clearly and consistently communicates change
• B. Initiate a project to select and implement a collaboration tool to facilitate two-way communication with staff
• C. Establish office hours where staff are encouraged to drop by without appointments and discuss any concerns they have
• D. Research how individual teams communicate internally and use the most popular collaboration tools to collect feedback

Answer: B

NEW QUESTION 46
In service relationships what is a benefit of identifying consumer roles?

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

Answer: C

NEW QUESTION 47
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