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NEW QUESTION 45 Which is a purpose of the customer journey?

• A. To maximize the number of contacts with the customer in order to enhance the service
• B. To understand the service consumer resources required to deliver the service
• C. To understand the interactions between the user and the service provider
• D. To maximize the co-creation of value from both an outcome and experience perspective

Answer: C   NEW QUESTION 46 An IT department is able to rapidly develop services that meet functional requirements. However overall satisfaction with these services is low. Which is the BEST way to start working on developing new services while addressing issues faced by the IT department?

• A. Involve senior management as early as possible to define requirements and help with 'organizational change management' to ensure successful implementation of the service
• B. Develop a clear understanding of the customers' intended goals and expectations, and track each of them from start to finish to ensure that the service supports the required outcomes
• C. Assess and improve capabilities of IT teams prioritizing areas that are required to deliver the service in a way that meets customer expectations
• D. Develop a clear set of system requirements and track each of them from start to finish to ensure that the delivered service meets the stated requirements

Answer: B   NEW QUESTION 47 An organization is undergoing a significant cultural change as a result of introducing Agile and DevOps practices. How can managers use Toyota Kata to help employees adjust to these different ways of working?

• A. By encouraging the practicing of routines to unlearn old habits and learn new ones
• B. By encouraging widespread changes that involve the teams starting from scratch
• C. By creating detailed plans that predetermine how to approach large changes
• D. By making hard decisions for the teams and providing step-by-step guidance

Answer: A   NEW QUESTION 48 ......