An organization uses an external service provider to develop and support a critical application. They have asked the supplier to make improvements as users have been complaining that the application is difficult to use.
What would be a suitable SMART KPI for measuring this improvement?

• A. Customer satisfaction with the application measured by using net promoter score increases by 5% each year
• B. Usability of the application evaluated by the application manager improves from "poor" to "good" over the next six months
• C. User satisfaction with the application measured in a monthly survey increases by 30% over the next six months
• D. A significant number of user interface improvements implemented over the next six months

A service provider is implementing a new self-service portal for users to request access to IT services. The portal will be made available to 5000 users across 50 sites.
Which is the BEST guidance for producing guidelines for users of the self-service portal?

• A. Provide guidelines for using the self-service portal for access requests to the service desk staff so that they can help users
• B. Produce simple guidelines for users of the self-service portal for access requests, making it clear who to contact for exceptions
• C. Provide guidelines outlining the difference from previous methods of requesting access to IT services
• D. Circulate detailed guidelines to users for using the self-service portal to request access to IT services

An internal service provider is creating a business case to justify the purchase of a new service management toolset. The business case includes several options from multiple vendors.
Which is MOST important to include in the business case?

• A. The risks to the toolset vendors of not selecting their product
• B. An evaluation of organizational constraints on the use of the toolset
• C. The techniques used to develop the service provider's strategy
• D. A description of how the guiding principles will be used to implement the toolset

As a result of feedback from customers received at regular service reviews, an organization with a large number of users is migrating an important IT service to a cloud service provider. The service functionality and the user interface will not change, but the availability and performance should improve.
Which communication plan is MOST appropriate?

• A. Launch the project using a self-help portal to ensure maximum coverage; ensure the same message gets to customers and users
• B. Launch the upgraded service then discuss its effects at a future service review; use the service desk to deal with any user issues
• C. Discuss the impact of the changes on the customers at the next service review; send users an email detailing change dates and the expected benefits
• D. Explain the benefits to customers in an email; hold discussions with users to explain the changes