A large service provider with many staff has built a relationship with a customer and agreed a 10-year contract.
Both organizations have shared information freely and responded to requests. Which is MOST LIKELY to be a threat to maintaining the relationship?

• A. Failing to explain service provider action that impact the customer
• B. Changes in service provider and customer staff
• C. Failing to deal with communication in a timely fashion
• D. Scheduling interactions between customer and service provider

An organization wants to introduce a new service. There are many teams that will contribute to the design, development and transition of the service. Which approach should the organization follow when creating a value stream for this new service?

• A. Create one value stream for the entire project, to enable and end-to-end, holistic vision of the service
• B. Create one value stream for each team, to allow the teams to focus on their different objectives
• C. Create separate value streams for practices, people, tools and suppliers, to ensure that 'four dimensions' are considered equally
• D. Create separate value streams for every project phase, to ensure that each milestone is achieved in a Agile manner

An organization is attempting to improve the design, development and transition of new services. It recognizes that some ways of working are not focused on creating value.
Which is an example of a working practice that the organization should STOP?

• A. Defining the features and functionality of services by relying on the developers' previous experience of designing similar systems for customers
• B. Designing systems with the continual involvement of customers to ensure that any changes in requirements are understood as early as possible
• C. Involving customers and users in testing activities to understand whether the service meets the customers' and users' expectations
• D. Involving users, customers and other stakeholders when communicating desired outcomes in the form of user stones

A company has begun a new global line of business that has changed how IT supports the new systems.
Recognizing the urgent need for two-way communication on the required changes, IT managers are trying to find better ways to obtain feedback than a standing agenda at staff meetings.
Which describes the BEST approach for establishing effective feedback channels?

• A. Research how individual teams communicate internally and use the most popular collaboration tools to collect feedback
• B. Establish office hours where staff are encouraged to drop by without appointments and discuss any concerns they have
• C. Initiate a project to select and implement a collaboration tool to facilitate two-way communication with staff
• D. Publish a printed weekly newsletter that clearly and consistently communicates change