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Which is the MOST important stakeholder group that a service provider needs to collaborate with?
A. Developers
B. Customers
C. Relationship managers
D. Suppliers
Answer: B
Explanation:
The first important step is identifying and managing all the stakeholder groups that an organization deals with. The first and most obvious stakeholder group is the customers, as in service management the organization's main goal is to facilitate customer outcomes. Other examples of stakeholder collaboration include:
Developers working with other internal teams
Suppliers collaborating with the organization
Relationship managers collaborating with service consumers
Customers collaborating with each other
Internal and external suppliers collaborating with each other
The contribution to improvement of each stakeholder group at each level should be understood, as should the most effective methods to engage with them. Depending on the service and the relationship between the service provider and the service consumer, the expectations about the level and type of collaboration can vary significantly. It is important to involve stakeholders, and address their needs at all levels. Determining the type, method, and frequency of such messaging is one of the central activities related to communication. https://www.bmc.com/blogs/itil-guiding-principles/
NEW QUESTION # 107
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
A. Continual management
B. Service request management
C. Service desk
D. Problem management
Answer: C
Explanation:
"Service desk staff require training and competency across a number of broad technical and business areas. In particular, they need to demonstrate excellent customer service skills such as empathy, incident analysis and prioritization, effective communication, and emotional intelligence. https://www.servicedeskinstitute ... training/#:~:text=% E2%80%9CService%20desk%20staff%20require%20training,effective%20communication%2C%20and%
20emotional%20intelligence.
NEW QUESTION # 108
Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?
A. Release management
B. Service desk
C. Problem management
D. Supplier management
Answer: B
NEW QUESTION # 109
Which service catalogue view is considered beneficial when constructing the relationship between services,
SLAs, OLAs, and other underpinning agreements?
A. Service-based SLA view
B. Supporting services view
C. Retail customer view
D. Wholesale customer view
Answer: B
NEW QUESTION # 110
Which describes a set of defined steps for implementing improvements?
A. The 'improve' value chain activity
B. The 'engage' value chain activity
C. The 'continual improvement register'
D. The 'continual improvement model'
Answer: D
NEW QUESTION # 111
......
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