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NEW QUESTION 47
An organization is reviewing the support of its IT services.
Which is an example of an ‘outside in’ approach?
- A. Contacting the organization’s ITSM software tool provider to learn about software updates which might improve the support of the services
- B. Conducting customer and user satisfaction surveys to gather feedback on how customers and users perceive the support of IT services
- C. Understanding how infrastructure and application suppliers are involved in the end-to-end value chain for the support of 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 48
When an organization has initiated an IT transformation project, which ‘organizational change management’ activity should it carry out FIRST?
- A. Create a clear picture of what is changing and why it is valuable
- B. Communicate areas of waste that can be eliminated
- C. Create corrective action plans for staff who are resistant to the change
- D. Develop a value stream map of the desired future changes
Answer: A
NEW QUESTION 49
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. Produce service level reports and an analysis of the cost and risks of service delivery
- B. Work together to identify methods of checking service value and check that value propositions are still valid
- C. Perform ad-hoc service reviews and produce reports of service outputs
- D. Regularly perform user satisfaction surveys and an analysis of the costs and risks removed from the service consumer
Answer: D
NEW QUESTION 50
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