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NEW QUESTION 21

An organization is implementing new technology that will significantly improve how they interact with their customers.

Which term BEST describes this situation?

  • A. Digital transformation
  • B. High velocity IT
  • C. Digital organization
  • D. IT transformation

Answer: A

NEW QUESTION 22

Which describes the value driven approach to service design?

  • A. A process improvement philosophy that prioritizes flow efficiency over resource efficiency
  • B. An iterative approach based on frequent feedback, continual experimentation, and learning to ensure value co-creation
  • C. Designing just enough features to satisfy early customers, and providing feedback for future development
  • D. The practice of analyzing a business, defining its needs, and recommending solutions that create value for stakeholders

Answer: D

NEW QUESTION 23

When an organization has initiated an IT transformation project, which 'organizational change management' activity should it carry out FIRST?

  • A. Communicate areas of waste that can be eliminated
  • B. Create corrective action plans for staff who are resistant to the change
  • C. Create a clear picture of what is changing and why it is valuable
  • D. Develop a value stream map of the desired future changes

Answer: C

NEW QUESTION 24

Information that is needed to resolve problems is difficult to obtain because IT staff are worried that they will be blamed for mistakes.

Which concept can MOST help to resolve this?

  • A. Safety culture
  • B. Design thinking
  • C. Valuable investments
  • D. Agile

Answer: A

NEW QUESTION 25

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 maximize the co-creation of value from both an outcome and experience perspective
  • D. To understand the interactions between the user and the service provider

Answer: D

NEW QUESTION 26

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