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NEW QUESTION 29
Which is a purpose of the customer journey?

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

Answer: B

NEW QUESTION 30
What BEST describes the relationship between planning and risk?

• A. Planning focuses on what needs to be accomplished, risk management is part of how work is to be performed
• B. Risk management is the exclusive domain of dedicated risk managers
• C. Planning should always consider risks and how to mitigate them
• D. Planning is a high level function, risk management is a tactical activity

Answer: C

NEW QUESTION 31
Which is a method for value-driven, data-driven and user-centered service design?

• A. The MoSCoW method
• B. Stakeholder analysis
• C. Design thinking
• D. Balanced scorecard

Answer: C

NEW QUESTION 32
A software development team makes many hundreds of small changes every week.
Who can BEST make the decision of whether to accept each change?

• A. The IT change manager
• B. The software development manager
• C. The sponsor in the service consumer organization
• D. The other members of the software development team

Answer: D

NEW QUESTION 33
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