Cooperation and collaboration are vital for effective and valuable teamwork and service relationships. Which of the following is a key factor that distinguishes them?

Q2. Cooperation and collaboration are vital for effective and valuable teamwork and service
relationships.
Which of the following is a key factor that distinguishes them?

‘Communication is a two-way process’.

‘We’re all communicating, all the time’.

During lunch I heard a person say something contrary to what he had just said at the meeting we had just left. Which is the MAIN communication principle that is being followed?

Q3. During lunch I heard a person say something contrary to what he had just said at the
meeting we had just left.
Which is the MAIN communication principle that is being followed?

An organization has issued a survey to understand the reason for high rate of employee turnover. However, only 50% of the employees completed the survey because they think that responses in the survey may be shared with their managers, and they have to face repercussions. Which key element of collecting feedback is missing in this case?

An organization has issued a survey to understand the reason for high rate of employee
turnover. However, only 50% of the employees completed the survey because they think
that responses in the survey may be shared with their managers, and they have to face
repercussions.
Which key element of collecting feedback is missing in this case?

Workshops should be organized for service desk staff. The project sponsor should highlight the benefits and opportunities of consolidation, and the risks of not consolidating.

The project sponsor should understand how service desk staff can be used to meet the organization’s business goals, including determining how many employee hours are needed for the project and identifying the skills the employees will need.

The project sponsor should host separate webinars with each service desk to talk about the benefits of the project and the potential for outsourcing if the consolidation is not successful.

The primary stakeholders in the consolidation should be identified. The project sponsor should meet with them to identify people’s likely reactions to the initiative.

A service desk consolidation project requires support from both service desks. Which is the BEST way to plan the workforce approach to support the improvement initiative?

A service desk consolidation project requires support from both service desks.
Which is the BEST way to plan the workforce approach to support the improvement
initiative?

Use a business case showing the benefits to gain management approval for the improved metrics and reporting.

Establish a results-based approach focusing on the outcomes of the service desk staff actions, such as customer satisfaction and time taken to resolve an incident.

Carry out a new assessment of metrics and reporting to identify if existing functionality could be enough

Ensure that service desks resolve all the incident within service level agreements.

An organization has identified new SMART metrics and reporting for the consolidated service desks. However, the service desk staff has an inappropriate behavior to meet the defined targets. What is the BEST step to take next?

An organization has identified new SMART metrics and reporting for the consolidated
service desks. However, the service desk staff has an inappropriate behavior to meet the
defined targets.
What is the BEST step to take next?

Product and service management benefits significantly from effective automation; for digital products and services it is impossible without integrated service management toolsets. The majority of the organizations make use of which of the following functions of the toolset?

Product and service management benefits significantly from effective automation; for digital products and services it is impossible without integrated service management toolsets. 
The majority of the organizations make use of which of the following functions of the toolset?

Which of the following factors influence the performance of a supervised machine-learning system?

There are several important metrics which can be defined for a value stream. The reduction in the value of which metric can be achieved by increasing the level of automation?

Passengers on train journeys interact with railway companies that transport people. They also interact with sell tickets stations and other providers for security insurance, dispatch and navigate the trains, and so on. This is an example of which of the following?

Passengers on train journeys interact with railway companies that transport people. They also interact with sell tickets stations and other providers for security insurance, dispatch and navigate the trains, and so on.

This is an example of which of the following?

To ensure the success of the improvement initiative, making new features available to customers, a dedicated ELS (Early Life Support) team drawn from across the service design package defining the key metrics, works closely with Product Owner to add priority tasks to the backlog. The following practices commonly contribute to this step, EXCEPT which one?

To ensure the success of the improvement initiative, making new features available to customers, a dedicated ELS (Early Life Support) team drawn from across the service design package defining the key metrics, works closely with Product Owner to add priority tasks to the backlog.

The following practices commonly contribute to this step, EXCEPT which one?

An engineer notices an incident raised by a monitoring tool

What is an example of a value stream in which the first step might not be Engage?

A value stream should be documented to reflect the aspirations of the service provider.

A value streams is a representation of work, as viewed at a certain level of granularity.

A value stream can loop around and repeat value chain activities, reflecting the context and the environment in which work is performed.

A value stream always starts with demand, and always ends with value being created for one or more stakeholders.

To improve the user support, we document the agile software development activities exhibiting multiple iterations of work, reflecting the exploratory nature of agile software development. This is an example of the application of which of the following considerations about a value stream?

To improve the user support, we document the agile software development activities exhibiting multiple iterations of work, reflecting the exploratory nature of agile software development.

This is an example of the application of which of the following considerations about a
value stream?

Moving bug-fixing activities to the frontline of build and test stages of the lifecycle, is an example of:

Moving bug-fixing activities to the frontline of build and test stages of the lifecycle, is an
example of:

Which of the following is a success driver for the shift-left approach?

An organization is based out of India and has hired a recruitment agency to source candidates for its sales team in the US.

This is an example of which sourcing model.

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