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ITIL ⭐️⭐️ Specialist Drive Stakeholder Value > Module 1 > Flashcards

Module 1 Flashcards

1
Q

Match the service relationship type to its definition.

  1. Basic Relationship
  2. Cooperative Relationship
  3. Partnership

A. Depending on the relationship between the service provider and the service consumer, it can be difficult for the provider to fully understand the outcomes the service consumer wants to achieve. In this type of relationship, they work together to define the desired outcomes. For example, relationship managers in internal IT or HR departments may regularly talk with customers and discuss their needs and expectations.

The typical focus remains on improvement and effectiveness. The typical organizational levels involved in this relationship are service provider and trusted advisor. Typical service types include services that have to be configured or customized to fulfill the needs of the service consumer. Typical types of agreements under this relationship include advanced SLAs, experience-based agreements, or outcome-based agreements.

B. Consumers articulate their expectations quite clearly, as the service provider expects. The typical focus remains on support and efficiency. The typical organizational levels involved in this relationship are ad hoc and order taker. Examples can be found in commercial off-the-shelf services, out-of-the-box services, and highly standardized commodity services or goods supply that are offered to a wide group of individual external service consumers.

This is how mobile operators, broadband service providers, and transport companies usually operate. Typical types of agreement under this relationship include standard contracts, service level agreements (SLAs), and experience-based agreements, mostly for mass market.

C. Services are based on service offerings and products that have been planned and built in accordance with requirements specified by the customer. An Agile product development approach is adopted, where the service consumer and the service provider co-create the product in shared teams.

The typical focus remains on innovation and growth. The typical organizational level involved in this relationship is strategic partner. Typical service types include custom or bespoke services with unique value propositions. Typical types of agreement under this relationship include bespoke contracts, outcome-based agreements, or no agreement.

A
  1. B
  2. A
  3. C
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2
Q

What is this the definition of?

The complete end-to-end experience that service customers have with one or more service providers and/or their products through touchpoints and service interactions. It is a specific, discrete experience in a service consumer lifecycle.

A

Customer journey

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3
Q

What are the 7 steps of the customer journey

A
  1. Explore
  2. Engage
  3. Offer
  4. Agree
  5. Onboard
  6. Co-create
  7. Realize
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4
Q

_____ is the sum of the functional and emotional interactions with a service and service provider as perceived by a customer.

A

Customer experience

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5
Q

_____ is the sum of the functional and emotional interactions with a service and service provider as perceived by a user.

A

User experience

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6
Q

What are three aspects of the customer/user experience?

A

Perceived …

  • Brand touchpionts
  • Service environment
  • Customer/user journey
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7
Q

The _____ represents the activities and resources within a service relationship that are visible to both the service provider and the service consumer.The amount of visibility depends on the nature of the service, the stakeholder relationships, and the journey’s degree of completeness.

A

Band of visibility

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8
Q

The customer journey is relevant to service provider, who must also identify, understand, and master the customer journey. The most successful organizations take this further, endeavoring to embody their customers and experience the end-to-end journey for themselves.

A

True

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9
Q

Which of the following does the customer journey enable for the service CONSUMER, and which for the service PROVIDER? Remember - “consumer” is the organization that gets the service from the provider, and passes the service benefits to the customer/user.

  1. Gain optimal service value and experience from the service relationship
  2. Identify and support specific service consumer behaviors and outcomes
  3. Understand what the service consumer needs and desires, not just what the customer states
  4. Optimize and improve products, services, and customer journeys for future value realization
  5. Ensure key service consumer risks have been identified and addressed
  6. To focus on the customer satisfaction issues and key areas with the highest payouts
    related to costs
  7. To work together with the service consumer to commit and optimize the use of resources during the service life cycle
  8. To work together with the service provider to commit and optimize the use of resources
    during the service life cycle
  9. To be fair and transparent regarding costs
A
  1. Consumer
  2. Provider
  3. Consumer
  4. Provider
  5. Consumer
  6. Provider
  7. Provider
  8. Consumer
  9. Provider
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10
Q

Which of the below applies to service provider, and which to service consumer?

To master the customer journey, must:

  1. Ensure key risks of the other have been identified and addressed
  2. Focus on customer satisfaction issues and key areas with the highest payouts related to costs
A
  1. Service provider
  2. Service consumer
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11
Q

What are the four considerations that the Disney Institute Compass Model looks at to understand stakeholder value / aspirations?

A
  1. Needs
  2. Emotions
  3. Stereotypes
  4. Wants
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12
Q

In the Disney Institute Compass Model, _____ are the basic reasons causing the stakeholder to begin the customer journey. _____ define the outcomes that are relevant to a stakeholder.

A

Needs

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13
Q

In the Disney Institute Compass Model, _____ and behavioral psychology are keys to understanding and mastering the _____ aspect of the customer journey.

A

Emotional intelligence, emotional

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14
Q

In the Disney Institute Compass Model, _____ are the preconceived notions, positive or negative, that stakeholders have about the experience. It is important to consider aspects such as history and culture when designing the journey.

A

Stereotypes

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15
Q

In the Disney Institute Compass Model, _____ are less definitive tha needs, but these are things the stakeholders would prefer to have or that would improve their experiences. Having these is how service providers exceed expectations.

A

Wants

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16
Q

The Disney Institute Compass Model is one tool used to understand _____ _____.

A

Stakeholder value / aspirations

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17
Q

Match the terms below to their definitions

  1. Touchpoint
  2. Service interaction

A. A value co-creating, reciprocal action between a service provider and a service consumer

B. Any event where a service consumer or potential service consumer has an encounter with the service provider and/or its products and resources

A
  1. B
  2. A
18
Q

True or False

Even if the overall customer experience is poor, individual touchpoints may perform well.

A

True

19
Q

Match each stage of the customer journey with its correct description.

  1. Explore
  2. Engage
  3. Offer
  4. Agree
  5. Onboard
  6. Co-create
  7. Realize

A. [Shape demand and services offerings] Ensures that service consumer needs are well articulated and understood.
B. [Get on board or leave the journey] Deals with any transition that integrates or separates both parties’ resources.
C. [Capture value and improve] Focuses on applying improvements to continually maintain and increase the service value.
D. [Understand markets and shareholders] May include aspects such as operational context, strategic objectives, and organizational capabilities
E. [Provide and consume]Where the service consumer makes use of accessible service provider resources
F. [Foster Relationships] Deals with fostering functioning relationships that co-create value between the service provider, service consumer, and other stakeholders.
G. [Align expectations and agree service] Crucial to aligning expectations and planning for value co-creation.

A
  1. D
  2. F
  3. A
  4. G
  5. B
  6. E
  7. C
20
Q

A _____ visualizes the service consumer’s experience. It communicates the journey and the customer’s experiences at every stage.

A

Customer journey map

21
Q

A _____ is a ficticious, yet realistic description of a typical or target customer or user of a service or product. They summarize key characteristics of one or more individuals who exhibit similar attitudes, goals, and behaviors in relation to a service and a service provider.

A

Persona

22
Q

To avoid creating bias, it is important to focus on developing _____ attributes and _____ characteristics that are related to the use of the service.

A

Generic attributes and relevant characterists

23
Q

_____ are short stories about _____ trying to achieve their goals by using the service or product in their contexts.

A

Scenarios, personas

24
Q

Good scenarios answer the following questions:

  1. Who is the _____?
  2. Why does the ____ want the _____?
  3. What _____ does the service consumer have?
  4. How can the service consumer _____?
A
  1. User
  2. Service consumer, service
  3. Goals
  4. Achieve its goals
25
Q

One way to gain a greater understanding of the customer service is to _____ at major touch points, or use customer experience management software.

A

Run customer feedback surveys

26
Q

The Jahari Window helps understand the customer experience. Match the quadrant to its definition:

  1. Unknown area
  2. Hidden area
  3. Blind area
  4. Open area

A. What is unknown by the person about him/herself and is also unknown by others
B. What is unknown by the person about him/herself but which others know. This can normally include things like anxiety, fear, incompetence, unworthiness and so on, whereby it is difficult for people to face up to, but others can easily see them clearly in you.
C. What is known by the person about him/herself and is also known by others. This normally includes your behaviour, knowledge, skills, attitudes, and ‘general knowledge’ history.
D. What the person knows about him/herself that others do not know

A
  1. A
  2. D
  3. B
  4. C
27
Q

The Jahari window shows that there are areas unknown to the service provider and to the service consumer. The service provider must _____ on behavior in the invisible areas of the service relationship, and _____ to the service consumer knowledge that may benefit the customer experience.

A

Seek feedback, disclose

28
Q
  1. A journey is a specific, discrete experience in a service provider life cycle.
  2. The customer journey should be managed as a whole, rather than through isolated touchpoints.
  3. Personas used as part of customer journey mapping should be as specific and detailed as possible to avoid creating bias.
  4. Customer journey mapping involves identifying, understanding, and improving individual touchpoints and service interactions.
  5. A customer journey map’s objective is teaching organizations about their stakeholders.
  6. The service provider does not need to seek feedback on behavior in the invisible areas of the service relationship.
  7. Factors that are partly or completely outside the service provider’s influence can shape the customer journey.
  8. It is crucial to map individual customer journeys.
A

2, 4, 5, 7

29
Q

The expected value (value definition) from the ____ and how each stage can contribute to value co-creation includes:

  • Outcome
  • Experience (how _____, services, products, brand, and environment are perceived or make the user/customer feel)
  • Utility
  • Warranty (including availability, performance, capacity, information security, continuity, accessability, and useability)
  • Risk and compliance
  • Cost and resources
A

Customer journey

30
Q

The main idea behind _____ to explore and gather feed back from realy users.

A

Design thinking

31
Q

Which of these are NOT principles of service thinking?

  1. Evidencing
  2. Innovation
  3. User-centered
  4. Value creating
  5. Holistic
  6. Co-creative
  7. Sequencing
A

2, 4

32
Q

Match the PRINCIPLE of SERVICE DESIGN THINKING to its definition.

  1. User-centered
  2. Co-creative
  3. Sequencing
  4. Evidencing
  5. Holistic

A. We see, hear, smell, touch, taste, and emotionally feel the physical manifestation
of services. The entire environment of a customer journey, service, or product should be
considered, as should alternative customer journeys.

B. The customers and users need to be put at the center of the design
process. This requires a genuine understanding of the customers and users beyond
statistical descriptions and empirical analyses of their needs.

C. Physical evidence or artifacts, such as souvenirs, can trigger the memory of
positive service moments. Therefore, through emotional association, they can continue to
enhance a customer’s experience. Service evidence can prolong service experiences
beyond the actual service period far into the post-service period. Also, service evidencing
can help reveal inconspicuous backstage services. Intangible services should therefore be
visualized in terms of physical artifacts.

D. Service design thinking deconstructs customer journeys into single
touchpoints and service interactions. These, when combined, create service moments.
Touchpoints and service interactions take place human-to-human, human-to-machine, and
even machine-to-machine, but also occur indirectly through third-party feedback such as
online reviews. Every customer journey follows a three-step transition of a pre-service period
(getting in touch with a service), an actual service period (when the service consumers
experience a service), and a post-service period. The customer journey should be visualized
as a sequence of interrelated actions.

E. Facilitating co-creation in groups representative of the stakeholders is a vital
aspect of design thinking and a fundamental part of service design. All stakeholders should
be included in the design process.

A
  1. B
  2. E
  3. D
  4. C
  5. A
33
Q

What are the 5 (ordered) steps in designing the customer journey process?

A
  1. Empathize
  2. Define
  3. Ideate
  4. Prototype
  5. Test
34
Q

Match the customer journey design stage to its definition.

  1. Empathize
  2. Define
  3. Ideate
  4. Prototype
  5. Test

A. Build a representation of your ideas and adopt a hands-on approach. Design customer journey maps and service blueprints for the stakeholders’ mental models by asking them to structure the journey or products for you. Consider frequency, sequence, and importance. Frequency means what customers do most frequently should have a prominent position in the sequence. Sequence means that activities should be presented in sequence. Importance means that important information must be given clearly and at the right time. Understanding the customers’ mental model and applying the frequency, sequence, and importance rule will solve most of the stakeholders’ usability needs. Verify that the design helps deliver the planned outcome, experience, and value.

B. Construct a point of view that is based on user needs and insights. Reframe and define the problem in human-centric ways. Map the existing customer journey, if any, and map stakeholder experiences to identify any problems in the customer journey. Define and plan for the desired outcome, experience, and value. Set goals and define metrics.

C. Brainstorm and come up with creative solutions. Create many ideas in ideation sessions to think of improvements to the customer journey. By the end of this phase, the team should have several problem-solving ideas.

D. Learn about the stakeholders you are designing for. Understand the human needs involved. Define and test personas and scenarios. Set aside your own assumptions about the world to gain insight into the stakeholders and their needs.

E. Return to the original stakeholder group and test your ideas for feedback. Do not avoid mistakes but explore as many mistakes as possible. Perform usability testing, role plays, and A/B testing. Track usage, build in feedback loops, review metrics, and role play to test that the design helps to deliver the planned outcome, experience, and value.

A
  1. D
  2. B
  3. C
  4. A
  5. E
35
Q

_____ and _____ are the keys to understanding and mastering the emotional aspect of the customer journey.

A

Emotional intelligence and behavioral psychology

36
Q

Match the cognitive bias term to its definition

  1. Cognitive biase
  2. Peak-end bias
  3. Availability bias
  4. Loss aversion

A. Systematic pattern of deviating from rationality when making a judgement

B. The pain of giving something up is greater than the benefit associated with obtaining it. We want to be in control of our journey, as well as other immediate aspects of our life affected by the customer journey.

C. The tendency that we do not seem to perceive an experience as a whole, but the average of how it was at its peak. So, after using a product or service, we tend to disproportionately recall the high and low points of the customer journey and not all the individual aspects of it. In particular, unpleasant endings have a strong negative impact.

D. The tendency to base our judgements on events that are most available in our memory, despite the fact the availability of a memory is often influenced by unique and emotional factors. For example, the distribution and frequency of positive and negative points of interaction during the customer journey affects our service perception.

A
  1. A
  2. C
  3. D
  4. C
37
Q

What term matches this definition?

An explanation of someone’s understanding of how something works in the surrounding world

A

Mental model

38
Q

What term matches this definition?

Set of values that is shared by a group of people that includes expectations about how people should behave, as well as their ideas, beliefs, and practices.

A

Culture

39
Q

_____ are tools that are used to decode the influence of intercultural collaboration.

A

Culture maps

40
Q

When measuring the customer journey, the focus should be on opportunities with the best ____.

A

ROI

41
Q
  1. It involves deconstructing customer journeys into single touchpoints and service interactions, and visualizing them as an ordered series of interrelated actions.
  2. It means including all stakeholders in the design process in representative groups.
  3. It involves considering the entire environment of a customer journey, service, or product, as well as alternative customer journeys.
  4. It requires a genuine understanding of the customers and users beyond statistical descriptions and empirical analyses of their needs.
  5. It can help to reveal inconspicuous backstage services by visualizing them in terms of physical artifacts.

A. User-Centered
B. Co-Creative
C. Sequenced
D. Evidenced
E. Wholistic

A
  1. C
  2. B
  3. E
  4. A
  5. D

ITIL ⭐️⭐️ Specialist Drive Stakeholder Value (9 decks)

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