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Question No 1

An organization wants to grow its customer base as it is currently experiencing a decline in users. The target group includes people of 65+ of age, with at least one grandchild. During which stage is this usually done?

Choose the Choices:

Question No 2

An organization is rebranding and renovating its branches. As part of the renovation, the physical network cabling is to be upgraded. You are responsible to manage the supplier. How will you engage with the cabling provider?

Choose the Choices:

Forecast the required demand and planning to the provider.

Focus on the value the cables are delivering to the bank and praise them for it.

Create user accounts for the provider during the onboarding stage.

Invite the provider as part of the project board.

Question No 3

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

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Super users are always available to help out users.

Peer support will reduce the risk of privacy violations.

Demand for user support decreases from the service provider.

A user community does not require any interference from the service provider.

Question No 4

In consideration to the complaints of long waiting times, an organization wants to improve its service desk. Which is the most appropriate action that the Service Desk Manager should consider?

Choose the Choices:

Investigate when the users are calling the service desk.

Merge the service desk and the engineering team to handle calls faster.

Modify the Service Level Agreement to allow longer waiting times.

Increase the number of service desk employees.

Question No 5

An organization is considering outsourcing its data center. The Supplier Manager is analyzing the potential external service providers. Which factor should NOT be considered by the Supplier Manager in the decision making process?

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