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WorksheetsIT Service System Economics Part 2
Total questions: 15
Worksheet time: 5mins
Which statement best describes the Service Manager role in IT Service Management (ITSM)?
They primarily write code for new applications.
They act in an executive role leading a service team and define services aligned with business expectations.
They only manage vendor contracts with external suppliers.
They focus solely on financial reporting for internal customers.
Service Managers commonly ask three basic questions to understand customer expectations. Which of the following is NOT one of those questions?
What is the expected service, and how is it delivered?
How is the service used?
How much does the service cost?
Which competitor offers a cheaper service?
According to the material, when is a service considered supported?
When customers provide positive feedback surveys.
When the IT department’s resources are deployed to meet the customer’s demands.
When the service has zero reported incidents for 30 days.
When external suppliers sign a contract.
Which example best illustrates a service being considered delivered?
IT creates a customizable web page design palette that anyone can use for external customers.
The HR department revises leave policies.
The finance department audits last quarter’s expenses.
Marketing publishes a press release.
In Change Management under the Service Transition process, which responsibility belongs to Service Managers?
Coding hotfixes for production issues
Ensuring a blackout plan is ready and communicating important elements of the change
Approving employee timesheets
Designing the company logo
What is the primary responsibility of the Service Team during service delivery?
To keep the Service Manager informed with relevant data and metrics to determine performance
To negotiate all external supplier contracts
To set the organization’s annual revenue targets
To manage employee payroll
Which external role is correctly matched with its description?
Service Sponsor: future IT Service Consumers with a defined demand
External Suppliers: provide infrastructure and outsourcing services under contracts
Prospects: all persons or units that currently use IT services
IT Service Consumers: provide operating supplies for IT services
Which statement best defines a service culture in an organization?
A set of IT tools used to automate customer service
The positive consideration of the importance of understanding good service and appreciating giving good service to internal and external customers
A marketing technique to increase sales targets
A policy to reduce operational costs only
According to the salary table, which ITSM responsibility has the highest listed average monthly salary in the Philippines as of 2023?
Incident Management (P88,000)
Risk Management (P90,000)
Strategy Management (P62,000)
Change Management (P92,000)
A strong service culture ensures the consistency of the message about what the service stands for at each stage of the customer’s experience. Which influence of service culture does this primarily describe?
Influence on how an organization is seen (brand)
Influence on operation’s effectiveness
Influence on how employees feel about their jobs
Influence on how operation learns and adapts
Which example from the material illustrates brand impact attributed to service culture?
Lazada receiving a Great Place to Work Certification in 2023
IBM Philippines transitioning to work-from-home during COVID-19
Shopee leading Southeast Asia’s Top 50 brands with an 81% customer experience score
An exposé on scam hubs involving foreign nationals
Which scenario best shows a mismatch between imposed culture and organizational strategy affecting operational effectiveness?
Employees recognized for excellent work and fair wages
Leaders focus mainly on meeting sales targets, causing inconsistencies despite stated customer-first values
Using cloud and AI to help remote workers upskill
Customers consistently receiving the same brand message across touchpoints
What employee outcome is most directly linked to a strong service culture that recognizes excellent work and offers reasonable working conditions?
Higher turnover of best employees
Employees become critics of the organization
Retention of the best employees and attraction of top recruits
Decreased trust between employees and leaders
Which example demonstrates an organization learning and adapting as part of its service culture?
Setting aggressive short-term sales targets
IBM Philippines using cloud and artificial intelligence to support work-from-home and upskill employees during the pandemic
Focusing exclusively on offline customer touchpoints
Ignoring what is happening inside and outside the organization
Which statement best captures the overall purpose of nurturing a service culture, beyond customer treatment?
It is solely to improve marketing campaigns.
It helps organizations think about how service can be improved and thrive in the long run by aligning brand, operations, employees, and learning.
It guarantees the highest salaries for ITSM roles.
It eliminates the need for organizational values.
