dumpstool logo
Which is the BEST approach for a service consumer to use when they want to obtain services from a service provider?
A service provider has recently released an upgrade to its payroll service. The service provider had told the customer that the upgrade would include functionality to copy information from various other HR systems, to reduce the amount of manual data entry. However, this statement was not documented at the time, and the proposed functionality was not included in the design.
Which practice includes activities which could have helped to avoid this situation?
A service provider wants to use a technology-generated approach for updating a software application installed on the mobile devices of the service users. Which is the MOST APPROPRIATE method?
What is the BEST way of demonstrating that user feedback is taken seriously, and is appropriately acted upon, in order to encourage more feedback in the future?
An IT team in a large multinational organization wants to document the work they do by using value streams.
What should they do FIRST?
A service provider is launching a new service. The target market is users who have limited experience of using the internet and are unlikely to use social media.
Which is the BEST method of providing user support?
Which competency profile is required by an individual who is tasked with motivating others to adopt the new ways of working required to support the organization's goals?
An organization is evaluating the advantages and disadvantages of replacing its legacy information systems with cloud-based services as part of its strategic plan. The market is extremely competitive, so the organization wants to ensure that all factors are considered.
Which technique would allow this organization to BEST understand the external factors that could influence this decision?
A service provider analyzes how the amount of work done by different user groups varies over time. What is this information BEST used for?
A service provider has recently started providing services to a new client. Surveys have shown that most of the client’s staff are satisfied with their experience across the user journey. However, some users are taking longer to get started because they are unaware or confused by the procedures to access and utilize the services.
Which is the BEST recommendation to improve the user journey?
In service relationships, what is a benefit of identifying consumer roles?
A service provider is planning a major change to its services and the way it delivers them. The project will include many changes to the working practices of staff. The service provider expects resistance to these changes and would like to manage communication in a sensitive way.
Which is the MOST appropriate approach?
What helps people to understand the value of an initiative, and reduces their resistance?
The IT team in a large enterprise is replacing an important application used for internal communication and collaboration. The team is very enthusiastic about the new application and believes it enables new and better ways of working. Pilot users, however, are reluctant to use the new features and just replicate old ways of working in the new system.
How can a 'service mindset' improve the situation?
Users often do not provide feedback because they do not believe it will be addressed.
Which is the BEST method for encouraging users to submit feedback in this situation?
Which activity does a service provider carry out as part of the "explore step of the customer journey"?
A bank provides an online banking service to external users. The bank measures the functional and non-functional aspects of the service in several ways and is meeting its targets. However, user satisfaction with the service is not as high as the bank would like it to be.
Which is the BEST example of an additional aspect of the service that the bank should measure?
An organization provides an online portal that its employees can use to learn about and request standard services.
Which practice would ensure that users can easily find information on the portal and that the information is kept up-to-date?
A service provider has built a 'collaborative relationship' with a customer.
Which activities are they MOST LIKELY to use to validate the services that are provided?
An organization is encouraging its staff to work from home instead of the office. This has caused changes to how and when users access services.
Which aspect of 'managing demand and opportunities' would provide a better understanding of this situation?
An organization is undergoing a digital transformation. New behaviour patterns are encouraged among the teams. Many employees have adopted these patterns, but others are reluctant and unsure. An anonymous survey conducted by the leadership team highlighted that some team members avoid experimentation and prefer to search or wait for a single correct solution.
Which TWO key behaviour patternsare MOST LIKELY to be affected by this attitude?
1. Accept ambiguity and uncertainty
2. Commit to continual learning
3. Help get customers'jobs done
4. Trust and be trusted
TESTED 23 Jan 2025