Discuss Exin ITSM20F.EN Exam Topic 4 Question 63

It is essential that an owner at senior level has overall responsibility for Service Management.

Which of the statements below is a best practice?

AA senior responsible owner should be assigned as chairman of the Change Advisory Board (CAB).

BA senior responsible owner should handle all customer complaints to be able to improve customer satisfaction.

CA senior responsible owner should ensure resourcing for service improvement activities.

DA senior responsible owner should have responsiblity for Customer Relationship Management.

Suggested Answer: C

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14 comments · newest first

Arlene 11 months ago

I think Customer Relationship Management is more about the whole team, not just one owner.

German 12 months ago

Totally agree, the CAB needs strong leadership from a senior owner.

Shalon 12 months ago

Surprised that some think the owner should handle complaints directly! That's a lot of pressure.

Fausto 12 months ago

I disagree, handling customer complaints should be a team effort, not just one person.

Willodean 1 year ago

A senior responsible owner should definitely ensure resourcing for service improvement activities.

Elza 1 year ago

I vaguely recall that customer relationship management is important, but I can't remember if the senior responsible owner should be directly responsible for it.

Galen 1 year ago

I feel like handling customer complaints directly might not be the best use of a senior owner's time. It seems like a lot of responsibility for one person.

Hubert 1 year ago

I think option C sounds right because ensuring resources for service improvement is crucial. We practiced a similar question in our last session.

Quentin 1 year ago

I remember discussing the importance of having a senior responsible owner for service management, but I'm not sure if they should chair the CAB. That seems a bit much.

Regenia 1 year ago

This one seems pretty straightforward. The Initiating a Project process is used to decide which project approach is suitable, so I'll go with option A.

Claribel 1 year ago

The evaluations being expensive and time-consuming is definitely a weakness in my opinion. That could incentivize cutting corners or not doing a thorough job. I'll go with option D.

Fidelia 1 year ago

I'm drawing a blank on the SIAM roadmap stages. Maybe I should try to eliminate the options that don't sound right, and then take an educated guess.

Denny 1 year ago

I think it might be the Module Management Tool, but I'm not completely sure. I remember something about it from the study guide.

Katheryn 1 year ago

Key strategy: always have compliance review before launching! A definitely seems critical here.

Exin ITSM20F.EN Exam - Topic 4 Question 63 Discussion