A web hosting provider has decided to apply more of a 'shift left' approach to service support. The provider knows that users like video tutorials as well as communicating via instant messaging and social networks.
What should the service provider use to expand how users access support and improve the user experience?

• A.Omnichannel management
• B.Service interaction method
• C.Service level management
• D.Benefits dependency network

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In service relationships what is a benefit of identifying consumer roles?

• A.It provides shared service expectations
• B.It enables effective stakeholder management
• C.It removes constraints from the customer
• D.It enables a common definition of value

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Which statement about user communities is CORRECT?

• A.Informal user communities should be disbanded and merged into official groups
• B.Communities set up by users may be recognized and supported by service providers
• C.User communities are created by service providers to investigate the cause of problems
• D.Every user community should have at least one super-user

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An organization is reviewing the support of its IT services.
Which is an example of an 'outside in' approach?

• A.Contacting the organization's ITSM software tool provider to learn about software updates which might improve the support of the services
• B.Conducting customer and user satisfaction surveys to gather feedback on how customers and users perceive the support of IT services
• C.Understanding how infrastructure and application suppliers are involved in the end-to-end value chain for the support of services
• D.Asking for feedback from the internal technical teams to ensure they are able to deliver against the support requirements

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How should the seven guiding principles be combined when an organization is making a decision?

• A.By using the focus on value' principle and one or two others that are relevant to the specific decision
• B.By using the one or two guiding principles that are most relevant to the specific decision
• C.By using all the guiding principles equally when making any decision
• D.By reviewing each guiding principle to decide how relevant it is to the specific decision

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