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When verifying that an incident has been resolved, which is an example of value as perceived by a user?
An organization wishes to acquire a service from a supplier in a different country but with similar working hours.Which sourcing model should they use?
An organization experiences a high level of variation in the demand for its development services. The organization has the capacity to fulfil the overall level of demand but wants to reduce the variation so that it does not have to prioritize work at peak times.Which action would BEST help the organization influence the demand for its services?
Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?
A service desk team acts as a single point of contact for its users Service desk team members are the first-line support however if they are unable to resolve the incidents, they are escalated to second- line support. This tiered support structure has resulted in large queues of unresolved tickets.Which concept or approach would help the organization resolve this situation?
During a service design workshop, a development team come up with lots of different possible design solutions, and then analyze these to select one of them to proceed with.What ‘design thinking’ activity is this an example of?
An organization wants to encourage its employees to suggest improvements to its practices. However, employees are reluctant to suggest improvements because their suggestions have been ignored in the past. The employees do not trust their managers to be open and transparent.Which concept should be applied to overcome this challenge?
An organization wants to make some changes to individual and team objectives. The new objectives need to align to the organization’s goal of anticipating the needs of its customers.Which concept is the key element of this alignment?
A service has been in use for a number of years, and is not being developed or updated. Customers are not happy because they think that the applications that support the service are missing important functionality.Which practice is most likely to identify this issue and initiate improvement actions?
An organization uses value streams to help them deliver consistent services, and they use ‘service integration and management’ to manage many different suppliers.How does ‘service integration and management’ work with the organization’s value streams?
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