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Exin ITSM20F.EN Exam - Topic 4 Question 63 Discussion

It is essential that an owner at senior level has overall responsibility for Service Management.Which of the statements below is a best practice?
C) A senior responsible owner should ensure resourcing for service improvement activities.
A) A senior responsible owner should be assigned as chairman of the Change Advisory Board (CAB).
B) A senior responsible owner should handle all customer complaints to be able to improve customer satisfaction.
D) A senior responsible owner should have responsiblity for Customer Relationship Management.

Exin ITSM20F.EN Exam - Topic 4 Question 63 Discussion

Actual exam question for Exin's ITSM20F.EN exam
Question #: 63
Topic #: 4
[All ITSM20F.EN Questions]

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

Which of the statements below is a best practice?

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Suggested Answer: C

by Carey at Dec 07, 2022, 12:02 AM

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Arlene
10 months ago
I think Customer Relationship Management is more about the whole team, not just one owner.
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German
10 months ago
Totally agree, the CAB needs strong leadership from a senior owner.
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Shalon
10 months ago
Surprised that some think the owner should handle complaints directly! That's a lot of pressure.
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Fausto
10 months ago
I disagree, handling customer complaints should be a team effort, not just one person.
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Willodean
11 months ago
A senior responsible owner should definitely ensure resourcing for service improvement activities.
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Elza
11 months 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.
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Galen
11 months 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.
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Hubert
11 months ago
I think option C sounds right because ensuring resources for service improvement is crucial. We practiced a similar question in our last session.
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Quentin
11 months 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.
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Regenia
11 months 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.
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Claribel
11 months 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.
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Fidelia
11 months 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.
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Denny
11 months 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.
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Katheryn
11 months ago
Key strategy: always have compliance review before launching! A definitely seems critical here.
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