QUESTION: 177

Which activity is part of the 'continual improvement' practice?

Handling compliments and complaints from users to identify improvements
Improving relationships with and between stakeholders
Prioritizing and creating business cases for improvement initiatives
Identifying the cause of unplanned interruptions to service

Answer(s): C

Identify the missing word in the following sentence:
A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve, without the customer having to manage specific costs and risks.

utility
warranty
outcomes
outputs

Answer(s): C

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QUESTION: 179

Which is a low risk change that has been pre-approved so that no additional authorization is needed?

A standard change
A change model
An emergency change
A normal change

Answer(s): A

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QUESTION: 180

Which describes the 'plan' value chain activity?

It ensures a shared understanding of the current status and vision for all products and services across the organization
It ensures that services are delivered and supported according to agreed specifications and stakeholders' expectations
It ensures that service components are available when and where they are needed, and meet agreed specifications
It ensures continual improvement of products, services, and practices across all value chain activities

Answer(s): A

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QUESTION: 177

QUESTION: 178

QUESTION: 179

QUESTION: 180