What helps people to understand the value of an initiative, and reduces their resistance?
A commercial service provider is creating a new strategic plan. It has developed the following tactics and operational plans:
• Tactic 1 - acquire new resilient infrastructure
• Tactic 2 - launch services by region
• Operational plan 1 - operate infrastructure to meet service levels
• Operational plan 2 - train staff on new infrastructure skills.
Which strategy do these tactics and operational plans support?
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?
Which value chain activity communicates the current status of all four dimensions of service management?
Which domain involves running experiments to decide how to respond to a situation?
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?
An organization is aiming to develop a partnership relationship with its service consumers. One of the objectives is to increase the level of trust and customers' satisfaction by establishing a service mindset across the organization.
Which initiative is the BEST way to achieve it?
TESTED 24 Feb 2025
