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?

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.

Show Suggested Answer

Suggested Answer: C

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

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Arlene

4 months ago

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

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German

4 months ago

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

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Shalon

4 months ago

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

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Fausto

4 months ago

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

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Willodean

4 months ago

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

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Elza

5 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

5 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

5 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

5 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

5 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

5 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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