Performance Management Program International

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PMP International
Assessment summary
Examinee

Aldo Obregon

Assessment name

ITO Customer Relationship Lvl 2 (V3) (11 September 2015 17:04)

Assessment Id

609463

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The questions which were answered incorrectly are : 5,6,11,13,14

Customer Relationship Assessment
Question: 1 of 15

Marked

Your account technical lead is asking to execute a PROD implementation which hasnt been reviewed by delivery
and the go-live is scheduled next week.
What is the best response to give?
OK. I trust that you know whats best.
Lets use our remaining time to plan, assess the risks and decide together to proceed or not."
We can implement but these are the risks...
This will not work.

Question: 2 of 15

Marked

In writing or documenting an Incident or Root Cause Analysis report, one should avoid:
Using Acronyms
Commenting negative opinions regarding customers or employees
Adding in emoticons after and in between statements
Using slang words
All of the above

Question: 3 of 15

Marked

The customer is requesting for an explanation of a mistake that you made.

What is the best response to give?
Here is the history of the issue youre facing.
The narratives below clearly show that this was an acceptable miss.
Im sorry for the mistake, it will not happen again.
We acknowledge that a mistake was made. Here is our plan to resolve the resulting issues.

Question: 4 of 15

Marked

What should you do while you are executing certain commands on a server to restore service, during a technical escalation call?
Keep your microphone on mute until tasks are completed, and share results with everyone on bridge only once done.

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Performance Management Program International

Page 2 of 4

Provide regular updates to the stakeholders to advise them of the resolution progress.
Keep your microphone open until tasks are completed, just in case,
but share results with everyone on bridge only once done.
Provide live commentary while working.

Question: 5 of 15

Marked

For ITO services, Elevation is defined as:

Standard process of engaging higher level technical resources
(e.g., elevation from Support Level 1 to Support Level 2)
Deploying an upgraded package to a system
Process of logging-in with administrative or root access to a system

Question: 6 of 15

Marked

You are in a bridge call trying to resolve a priority issue.

One of the HP teams that is supporting the infrastructure is not able to access the system.
You are logged in and you have the same granted access level of the other team.
What should you do?
Share your credentials and login procedure, then change your passwords afterwards
Start an HP Virtual Room session with all the relevant call participants
and follow the instructions of the SME that was facing technical issues.
You know what to do, it does not matter that these activities are not in your scope, you go ahead and fix the issue.

Question: 7 of 15

Marked

Which current HP tools are used in reference of Service Level performance?

Service Delivery Review portal / Service Excellence Dashboard
Service Delivery Review portal/ Point of Delivery
ATM (Automated Technology Manager)
None

Question: 8 of 15

Marked

To resolve the customer or clients business needs, the following techniques should be taken into account, EXCEPT for:
Identify the exact nature of the problem in order to provide the best possible solution
Ensure the solution is acceptable to the customer/client
Create an action plan based on assumptions
Establish an open discussion to ensure all complaints and requests are raised

Question: 9 of 15

Marked

Your account technical lead is asking to execute a PROD implementation which hasnt been reviewed by delivery
and the go-live is scheduled next week.
What is the best response to give?
OK. I trust that you know whats best.

https://pmpi-app.houston.hpe.com/pmpinextgen/Code/Assessment/AssessmentSummary.... 06/10/2015

Performance Management Program International

Page 3 of 4

Lets use our remaining time to plan, assess the risks and decide together to proceed or not."
We can implement but these are the risks...
This will not work.

Question: 10 of 15

Marked

What questions should you ask yourself while preparing e-mail messages for your customers?
Select all that apply.
How can you make your writing style entertaining?

How is your e-mail going to affect the reader?

What is the message you want to share to your customer? Is the content appropriate for sharing outside HP?

Who are you writing to? Is this the correct audience?

Question: 11 of 15

Marked

Which of the following are insights for collaboration in the workplace?

Collaboration is essential for organizational change.

Diversity is crucial.
Relationships are not important.
Trust is the glue.

Question: 12 of 15

Marked

Your Technical Lead is giving approval to a PROD implementation which hasnt been reviewed by delivery and tested yet
and the go-live is scheduled next week.
What is the best response to give?
OK. I trust that you know whats best.
Lets use our remaining time to plan, assess the risks and decide together to proceed or not."
We can implement but these are the risks...
This will not work.

Question: 13 of 15

Marked

What are common strategies to help you build rapport with your customer?
Select all that apply.

Focus on areas of disagreement so you can resolve them

Offer better service

Attend to all the actions requested by the customer and follow through.

Establish open communication

Question: 14 of 15

Marked

Why it is important to match a customer's communication style?

Select all that apply.

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Performance Management Program International

Page 4 of 4

It increases the customer's willingness to collaborate

It will impress the customer.

It increases the level of customer satisfaction

It increases the confidence of the customer

Question: 15 of 15

Marked

You are in a technical resolution conference call with another 12 participants trying to find a solution.
You have an idea to restore the service.
What should you do?
Present your idea with reasoning at the earliest opportunity
Say nothing as your idea is not tested and there are other technical experts anyway
Execute your idea in background. If successful, share the outcome; if not then be silent
Send the steps via email for the experts review outside the call

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