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ITIL 4 Drive Stakeholder Value > CramCard > Flashcards

CramCard Flashcards

1
Q

In terms of mutual readiness:

Which type of relationship has the following requirements:

crucial to conduct capabilities, maturity, and past performance audits of the service provider

A

Basic Relationships

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2
Q

In terms of mutual readiness:

Which type of relationship has the following requirements:

crucial for the customer to be ready to change, and for the service provider and customer to be ready to collaborate

A

Partnerships

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3
Q

Define the type of relationship:

are transaction in nature, minimize information-sharing, provide a single channel of communication, and are primarily price-driven

A

Basic Relationships

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4
Q

Define the type of relationship:

treat the service provider as a trusted advisor, there are multiple channels of communication, information sharing is limited, and forecasts are performed independently (not jointly)

A

Cooperative relationships

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5
Q

Define the type of relationship:

establish a deep sense of trust, both parties value the other, join investments are made, joint activities are performed, a free exchange of information occurs, and there are large barriers to exit the relationship

A

Partnerships

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6
Q

is any time a potential service consumer or service consumer encounters the service provider and/or its products

A

Touchpoint

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7
Q

is a value co-creating reciprocal action between a provider/consumer

A

Service Interaction

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8
Q

A fictional, yet realistic, description of a typical or target customer or user of a service or product

A

Persona

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9
Q

Identify the correct phase of customer journey:

Customer
Build Relationships

Service Provider
Understand customer needs and build relationships

A

Engage

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10
Q

Identify the correct phase of customer journey:

Customer
Understand need and value and identify service providers

Service Provider
Understand and target market, and identify customers

A

Explore

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11
Q

Identify the correct phase of customer journey:

Customer
Specify requirements

Service Provider
Shape demand, design service offerings, sell services

A

Offer

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12
Q

Identify the correct phase of customer journey:

Customer
Negotiate and agree service utility, warranty and experience

Service Provider
Negotiate and agree service utilitym warranty and experience.

A

Agree

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13
Q

Identify the correct phase of customer journey:

Customer
Procure and perform customer transition

Service Provider
Plan and execute provider transition activities

A

Onboard

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14
Q

Identify the correct phase of customer journey:

Customer
Consume service and engage in the service interaction

Service Provider
Provide service and engage in the service interaction

A

Co-Create

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15
Q

Identify the correct phase of customer journey:

Customer
harvest, track, monitor and validate value,evaluate journey

Service Provider
harvest, track, monitor and validate value,evaluate journey

A

Realize

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16
Q

allows a service provider to target a customer with specific needs/desires

A

Market Segmentation

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17
Q

Which segmentation method is based on the geographic, demographic, behavioural and psychographic of a customer?

A

Characteristic-Based

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18
Q

Which segmentation method is based on customer needs?

A

Needs-based

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19
Q

is a method of tracking service consumer behavior in order to understand consumers’ needs and to enable targeted marketing campaigns

A

Profiling

20
Q

Risk assessments are conducted in which step of the customer journey?

A

Explore Step

21
Q

Which supplier model manages all vendors and coordinates the SIAM function itself?

A

Retained Organization

22
Q

Which supplier model provides all services as well as the SIAM function

A

Single Supplier

23
Q

Which supplier model Provides the SIAM function and one or more delivery functions in addition to managing other vendors

A

Service Guardian

24
Q

Which supplier model Provides the SIAM function and manages all the other suppliers, even though the vendor does not deliver any services to the organization

A

Separate Service Integrator

25
Q

Which listening modes is being described?

Attention is given on how the subject affects the listener

A

Internal listening

26
Q

Which listening modes is being described?

is focused on the other person without much attention given to the outside world•Provides a level of empathy, clarification, and collaboration

A

Focused listening

27
Q

Which listening modes is being described?

includes everything that can be observed through all senses•Ability to instantly assess an atmosphere and monitor how it changes in response to their actions

A

Global listening

28
Q

is a workload profile of one or more business activities and is used to help the service provider understand and support different levels of consumer activity

A

Pattern of Business Activity (PBA)

29
Q

is a collection of related user stories that represent a whole area of functionality or capability that a product or service owner needs

A

Feature

30
Q

is a technical prerequisite for a feature that supports exploration, architecture, infrastructure, or compliance

A

Enabler

31
Q

_________ characteristics are based on the resources of the respective products or services•Functionality, performance, architecture, interfaces, compatibility, or cost

A

Inherent

32
Q

_________ characteristics are defined as part of the service and service offering design•Price, risk, compliance, transparency of delivery, monitoring, reporting, or flexibility

A

Assigned

33
Q

_________ characteristics describe functions performed by people and other resources of the service provider or service actions•Connection to global voice network (y/n)•% of calls where connection interrupted

A

Utility

34
Q

________ characteristics describe the level of assurance that the agreed utility will be provided in the agreed conditions•Minimum download speed (>5mbps)•% of availability over a month (>99%)•Maximum service restoration time (<12 hr

A

Warranty

35
Q

_________ characteristics are related to the service interface performance and indicate user satisifaction•# and frequency of user errors•# and frequency of dropped actions•# of users who cancel a subscription

A

Experience

36
Q

Meet frequently throughout the day to review incoming work, select quick-to-complete items, and validate that correct information has been recorded for work that requires onward assignment

A

Dispatch Swarms

37
Q

Convene on a regular or ad-hoc basis at the request of product or service specialists who need input from members of other specialist groups, thereby avoiding delays as work items get reassigned between teams and queues

A

Backlog swarms

38
Q

Experts are either made continuously available or they continuously monitor the activity of other teams in order to decide if and whento get involved

A

Drop-in swarms

39
Q

Identify the type of technology:

Tech supports provider in provisioning

A

Technology-Assisted

40
Q

Identify the type of technology:

Both provider and user access same tech to conduct provisioning

A

Technology-Facilitated

41
Q

Identify the type of technology:

Service provided without provider and the user in same physical proximity

A

Technology-mediated

42
Q

Identify the type of technology:

Tech represents provider, consumer, or both

A

Technology-Generated

43
Q

is a measure that either directly or indirectly indicates the situation or level of a specific aspect of service value

A

Indicator

44
Q

are any characteristic of value that is expressed in quantifiable units based on data

A

Metrics

45
Q

is used to link performance and output indicators to outcomes

A

Value Driver Framework

46
Q

is a model for linking performance and output indicators to service outcomes based on profit and revenue growth

A

Service Profit Chain

ITIL 4 Drive Stakeholder Value (2 decks)

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