An IT department is planning to make significant investments in new testing technology that will enable them to provide much more reliable services.
What does this situation describe?
What provides value to the organization by ensuring that there is end-to-end management over the organization's suppliers through a single entity?
An internal IT service provider does not have all the skills needed to create and deliver a new service, but could develop them with enough time. There are many external service providers who can provide this service.
Which approach should the organization follow to decide if they should use the internal service provider or source the service externally?
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?
The service desk procedure for printer incidents is to verify that this is a hardware fault, and then contact a supplier. The supplier has a contract to repair or replace faulty printers within two days. A user contacts the service desk to say that their printer is broken, and they urgently need a printout of a contract or a significant sale will be lost.
What should the service desk agent do?
At which steps in the customer journey should the approach to authorizing and enabling the user to use service be defined?
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?
An IT team in a large multinational organization wants to document the work they do by using value streams.
What should they do FIRST?
TESTED 24 Feb 2025
