ITIL-4-BRM 무료 덤프문제 온라인 액세스

An organization is observing the interactions they have with their customers when negotiating service targets.
Which technique is this an example of?

• A.Value stream mapping
• B.Voice of the customer
• C.Gemba walk
• D.Stakeholder analysis and mapping

Which is an example of 'Analysing the Voice of the customer'?

• A.Performing regular reviews of 'Voice of the customer' activities
• B.Surveying customers about their opinions of a new software application
• C.Responding to a customer regarding their concerns about relationship management activities.
• D.Interpreting feedback from customers about a software application and prioritizing actions

The business relationship managers at a large it service provider are exploring ways to improve the customer journey. As an objective of this initiative, they want to automate the feedback collection and reporting mechanisms that are used to monitor customer experience. Given this objective, what is the minimum target capability level for organization should set for this practice?

• A.Level 5
• B.Level 2
• C.Level 3
• D.Level 4

In the context of the capability model, what are the capability criteria for each practice success factor mapped to?

• A.The service value system
• B.One of the four dimensions of service management
• C.The organization's strategy
• D.Key metrics

Which of the following describes a value stream?

• A.Asset of organizational resources designed for performing work or accomplishing an objective
• B.A set of steps undertaken to create and deliver products and services
• C.An operating model which defines the main activities required to respond to demand and facilitate value realization
• D.A model that defines the key aspects of a relationship journey for a set of business stakeholders