An internal IT service provider does not have all the skills needed to create and deliver a new service, but could develop them with enough time. There are many external service providers who can provide this service. Which approach should the organization follow to decide if they should use the internal service provider or to source the service externally?

• A. Start by reviewing organizational policies for sourcing services, then identify the most important criteria for selecting a service provider, and use a 'decision matrix' to compare service providers
• B. Start by analysing and documenting the detailed service requirements, then ask external serviceproviders to respond to a 'request for information1 documenting how they would deliver to these requirements
• C. Start by understanding the cost of procuring the service internally and externally, then ask internal and external service providers to complete a 'request for quotation1 documenting their preferred solution
• D. Start by asking the internal service provider to develop the required skills, then use these newly developed skills to create and deliver the new service internally

An organization has a culture that encourages people to hide their mistakes. This reduces opportunities to improve in many different areas.
Which practice would MOST help to improve this situation and how?

• A. Service desk, by sharing more internal IT information with users
• B. Relationship management, by developing and communicating values and principles
• C. Service level management, by including discussions of transparency in customer meetings
• D. Supplier management, by encouraging more open communication with suppliers

An organization is looking for a service provider to support them in their digital transformation. As part of the service provider, what would be the first focus of your interactions?

• A. Display solutions implemented at other customers within the same industry.
• B. Understanding the customer purposes, issues, and needs.
• C. Display the proof of the capabilities to deliver your products consistently.
• D. Understanding the utility and warranty requirements to create the most value for the customers.

An organization is using an out-of-the-box service from a large service provider. How does the service provider know about the organization's needs?

• A. The service provider's 'service level management' team negotiates detailed requirements with the organization during the 'co-create' stage of the relationship
• B. The service provider's business analysis team negotiates detailed requirements with the organization during the 'offer' stage of the relationship
• C. The service provider's marketing and business analysis teams consider generic market needs, instead of the needs of this specific organization
• D. The organization provides a request for proposal (RfP) to the service provider, so they can understand the needs, and design the service to meet these needs

Which of the following is an advantage of a user community?

• A. Peer support will reduce the risk of privacy violations.
• B. Demand for user support decreases from the service provider.
• C. A user community does not require any interference from the service provider.
• D. Super users are always available to help out users.