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NEW QUESTION 47
An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently.
What is the FIRST step the organization should take to start to improve the situation?
- A. Use value stream mapping to help understand the end-to-end flow of user support
- B. Encourage teams to collaborate so they can focus on value for users
- C. Review skills and competencies of user support staff to ensure they have the required capability
- D. Improve the integration of tools to ensure there are no gaps between processes
Answer: A
NEW QUESTION 48
A software development team makes many hundreds of small changes every week.
Who can BEST make the decision of whether to accept each change?
- A. The sponsor in the service consumer organization
- B. The software development manager
- C. The other members of the software development team
- D. The IT change manager
Answer: C
NEW QUESTION 49
A large service provider with many staff has built a relationship with a customer and agreed a 10-year contract. Both organizations have shared information freely and responded to requests.
Which is MOST LIKELY to be a threat to maintaining the relationship?
- A. Scheduling interactions between customer and service provider
- B. Failing to explain service provider actions that impact the customer
- C. Changes in service provider and customer staff
- D. Failing to deal with communication in a timely fashion
Answer: D
NEW QUESTION 50
……
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