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A business lead in a Fortune 100 customer service organization wants to optimize the efficiency of his service incident team, while having the ability to rapidly respond to changing market conditions in the industry. Which incident management platform best supports these goals?

• A.An Enterprise Resource Management platform that focuses on standardization and scale.
• B.An Intelligent Business Process Management System that enables the business to directly define, execute, and measure their business processes.
• C.A custom-developed help desk application that was created for the internal IT support team.
• D.A mobile-enabled service incident platform developed by a small start-up company.

Which is a critical first step when thinking about how to communicate technical content to a senior business manager?

• A.Identify a person on her staff who can explain details.
• B.Draft a high level message using language pulled from the top IT vendors.
• C.Listen to the customer to understand her KPIs.
• D.Plan out your message to explain potential options.

DRAG DROP

正解：

A regional bank wants to improve the customer satisfaction score for its online banking user base by 25%. Which two system capabilities best support this business outcome? (Choose two.)

• A.Implementing a cloud computing solution that incorporates industry best practices.
• B.Single sign-on access management which enables customer authentication credentials to carry forward across multiple banking applications.
• C.The introduction of an Enterprise Resource Planning platform to replace the company's ecosystem of legacy applications.
• D.The creation of a consistent customer master that spans across all customer-facing business units (credit card, consumer banking, mortgage, personal loan).
• E.A user experience that is optimized around how the company's backend order management system processes transactions.

An IT team is designing a Proof of Concept (PoC) for a mobile email account provisioning system. Which best describes this activity?

• A.A process to solicit and screen beta testers for the first release of the product.
• B.A small and well defined exercise that directly measures and validates assumptions around a subset of capabilities.
• C.A partially configured implementation in a non-production environment that the team can use to learn the new system and provide requirements.
• D.A fully configured implementation in production that a small set of power-users use to validate how the system will be used in the field and to refine functionality.