Dumpsbuddy logo
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 wants to provide its employees with a limited set of self-services via an online portal. A requirement is that when employees log into the portal, they see only those services that are applicable to their status in the organization and that they have the authority to access. The organization also wants to provide employees with the ability to adjust the layout of the portal. Which service provisioning approach should this organization use?
Which is the MAIN reason for service providers to encourage feedback on service provision?
A legacy financial system requires the user to manually enter the time and date of the transaction to meet regulatory requirements. A recent internal audit has shown that these fields are often blank. Which are effective controls that could improve compliance?
1. Modify the application to automatically add the current time and date when transaction is entered
2. Establish a communication plan to remind users of the importance of time and date on transactions
3. Develop a goals cascade so all staff know their role in achieving company goals
4. Create a report showing non-compliant records and take action to correct
How can an organization facilitate positive outcomes and experiences throughout the customer journey?
A service provider is launching a new service to a very large number of users. The majority of users are familiar with social media and online support.
Which is the BEST solution for providing user support in this case?
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?
At which steps in the customer journey should the approach to authorizing and enabling the user to use service be defined?
An organization is using an out-of-the-box service from a large service provider. How does the service provider know about the organization's needs?
An organization works in a highly regulated industry. A new regulation has been introduced that requires additional information to be recorded about users each time the service desk logs an incident in the service logging tool. They want to put controls in place to ensure that the regulation is followed.
Which is the BEST approach?
A service provider is starting to design a customer journey. The service provider has documented the utility, warranty, and experience that the service should deliver.
What else do they need to identify before they start to design the journey?
An organization that has been successful in the past is now struggling to succeed in a highlycompetitive industry. Customer expectations that are changing in unpredictable ways, and unclear user requirements, are making it difficult for the organization to decide a course of action. Several conflicting approaches have been suggested.
In the context of the Cynefin framework, which approach would BEST enable the organization to progress?
An organization in a highly-regulated industry is considering adopting agile practices. The management team is concerned with maintaining compliance to regulatory requirements while empowering teams at every level to make key decisions.
Which approach would MOST LIKELY help the company overcome this challenge?
Identify the missing words in the following sentence.
The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with
the organization's objectives.
A service provider has built a 'collaborative relationship' with a customer.
Which activities are they MOST LIKELY to use to validate the services that are provided?
A manager often focuses on avoiding risk, and blames staff when things go wrong. The manager also does not listen to suggestions and allow experimentation. This has resulted in a lack of innovation in the manager's team, and several of the team's senior members have left the organization.
Which behaviours from safety culture would allow this manager to increase innovation and retain more staff?
1. Focus on inclusion and ignore toxic relationships
2. Treat failures as improvement opportunities
3. Encourage continual organizational learning
4. Encourage collaboration and discourage conflict
A consumer organization is making significant changes to the technologies used by its employees, and is discussing those changes with its service provider.
How can the service provider BEST demonstrate the capability to meet the needs of the consumer organization?
A service provider is tracking the likelihood of service failures that could affect the service consumer. What is this a measure of?
An organization is a market leader for software that has seen a sharp decline in local installations of its software. Customers are increasingly preferring its subscription-based cloud solution. As the company rapidly adapts its product offering to favour subscription-based cloud solutions, some people within the company do not agree with the new focus.
Which method would be effective in ensuring that the change in focus is supported across the organization?
A team is evaluating commercial software products in an effort to improve communication and collaboration within the team. The members of the team cannot agree on the process that they should use to evaluate the products.
Which step should the team complete LAST?
TESTED 11 Oct 2025
