SERVICE LINE DEVELOPMENT (AMT2)
TASK 3 ACTUAL EXAM PAPER 2026
QUESTIONS WITH ANSWERS GRADED A+
◍ Project Culture.
Answer: Comprised of shared norms, beliefs, values and assumptions of the
project team. Methods for developing this inculde the establishment of a
project mission statement, project name and logo, project office or meeting
place, project intranet, project team meeting rules, communication protocols
and project social events.
◍ key components of a service blueprint.
Answer: - Physical evidence: what kind of tangibles- Customer actions: line
of interaction- Contact employee actions (onstage/visible): line of internal
interactionSupport processes
◍ Return on Investment (ROI).
Answer: The proposed ROI benefits, along with targets or metrics that can
be measured, are the most important aspects of a business case. While
reviewing the business case, it should be verified that the proposed ROI is
achievable, does not make unreasonable assumptions and can be measured
for success. (Benefits realization should look beyond project cycles to
longer-term cycles that consider the total benefits and total costs throughout
the life of the new system.)
◍ User-created:.
Answer: services should be experienced and designed through the
customers' eyes
◍ "IoT" or the Internet of Things.
Answer: Network of physical devices such as appliances, vehicles,
, machines, and sensors, that are connected to the internet and can collect
share, and act on data
◍ Check Digit.
Answer: Is a numeric value added to data to ensure that original data are
correct and have not been altered.
◍ Why should customers and employees be involved in the design of a new
service?.
Answer: o Involve customers and employees - Services are co-created -
Often the employees IS the serviceo Employ service design thinking and
techniques
◍ Software Baselining.
Answer: The cutoff point in the design phase, occurs after a rigorous review
of user requirements. Any changes thereafter will undergo strict formal
change control and approval procedures. Occurs in the software design
phase. Also relates to the point when formal establishment of the software
configuration management process occurs.
◍ Coercive:.
Answer: all stakeholders should be included in the service design process
◍ Evidencing:.
Answer: intangible services should be visualized in terms of physical
artifacts
◍ Earned Value Analysis (EVA).
Answer: Consists of comparing the following metrics at regular intervals
during the project: budget to date, actual spending to date, estimate to
complete and estimate at completion. Determines progress in terms of time,
budget and deliverables for early detection of possible overruns and for
projecting estimates at completion (EACs)
◍ Sequencing:.
Answer: a service should be visualized as a sequence to interrelated actions
,◍ Project Roles - Information System Security Engineer.
Answer: Applies scientific and engineering principles to identify security
vulnerabilities and minimize or contain risk associated with these
vulnerabilities.
◍ Phase 1: Front End Planning.
Answer: - Business strategy development or review- New service strategy
development- Idea generation- Service concept development and evaluation-
Business analysis
◍ Service Blueprint:.
Answer: A tool for simultaneously depicting the service process, the points
of customer contact, and the evidence of service from the customer's point
of view
◍ Risks of describing a service with only words:.
Answer: Oversimplification, Incompleteness, Subjectivity, Biased
interpretation
◍ Phase 2: Implementation.
Answer: - Service prototype and development- Market testing-
Commercialization- Post introduction evaluation
◍ Oversimplification:.
Answer: the complexities are not accurately represented
◍ Service offering Innovation.
Answer: - Major or radical innovations- New service for the currently served
market- Service line extensions- Service improvements- Style changes
◍ Incompleteness:.
Answer: the process aren't fully described
◍ System Owner.
Answer: Are the information systems (project) sponsors or chief advocates.
They normally are responsible for initiating and funding projects to develop,
operate and maintain information systems.
, ◍ Subjectivity:.
Answer: the description is biased by the individuals' experiences
◍ Project Management should pay attention to.
Answer: Three key intertwining elements: deliverables, duration and budget
Their relationship is very complex. There will be a positive correlation
between highly demanding deliverable, a long duration and a high budget.
◍ how/why is a service blueprint used?.
Answer: used to analyze, design, and improve service delivery for
consistency and quality
◍ Program MGMT vs Project MGMT methodology.
Answer: Very similar methodology and processes and run in parallel to each
other. They must not be combined and have to be handled and carried out
separately
◍ 6 steps to building a service blueprint..
Answer: 1) Identify the process to be blueprinted2) Identify the customer or
customer segment3) Map the process from the customers point of view4)
Link contact activities to needed support functions5) Add evidence of
service at each customer action step
◍ Hosted virtualization.
Answer: Occurs when the hypervisor runs on top of the host OS (Windows,
Linux) The hosted virtualization architectures usually have an additional
layer of software running in the guest OS that provides utilities to control
the virtualization while in the guest OS, such as the ability to share files
◍ Different ways to read a blueprint, and what purposes do they have?.
Answer: - Left to right for event tracking- Horizontally above and below the
line of visibility for employee/technology roles- Vertically for integration of
various elements- As a whole for service redesign
◍ 5 principles of service design thinking.
Answer: User-created, Coercive, Sequencing, Evidencing
TASK 3 ACTUAL EXAM PAPER 2026
QUESTIONS WITH ANSWERS GRADED A+
◍ Project Culture.
Answer: Comprised of shared norms, beliefs, values and assumptions of the
project team. Methods for developing this inculde the establishment of a
project mission statement, project name and logo, project office or meeting
place, project intranet, project team meeting rules, communication protocols
and project social events.
◍ key components of a service blueprint.
Answer: - Physical evidence: what kind of tangibles- Customer actions: line
of interaction- Contact employee actions (onstage/visible): line of internal
interactionSupport processes
◍ Return on Investment (ROI).
Answer: The proposed ROI benefits, along with targets or metrics that can
be measured, are the most important aspects of a business case. While
reviewing the business case, it should be verified that the proposed ROI is
achievable, does not make unreasonable assumptions and can be measured
for success. (Benefits realization should look beyond project cycles to
longer-term cycles that consider the total benefits and total costs throughout
the life of the new system.)
◍ User-created:.
Answer: services should be experienced and designed through the
customers' eyes
◍ "IoT" or the Internet of Things.
Answer: Network of physical devices such as appliances, vehicles,
, machines, and sensors, that are connected to the internet and can collect
share, and act on data
◍ Check Digit.
Answer: Is a numeric value added to data to ensure that original data are
correct and have not been altered.
◍ Why should customers and employees be involved in the design of a new
service?.
Answer: o Involve customers and employees - Services are co-created -
Often the employees IS the serviceo Employ service design thinking and
techniques
◍ Software Baselining.
Answer: The cutoff point in the design phase, occurs after a rigorous review
of user requirements. Any changes thereafter will undergo strict formal
change control and approval procedures. Occurs in the software design
phase. Also relates to the point when formal establishment of the software
configuration management process occurs.
◍ Coercive:.
Answer: all stakeholders should be included in the service design process
◍ Evidencing:.
Answer: intangible services should be visualized in terms of physical
artifacts
◍ Earned Value Analysis (EVA).
Answer: Consists of comparing the following metrics at regular intervals
during the project: budget to date, actual spending to date, estimate to
complete and estimate at completion. Determines progress in terms of time,
budget and deliverables for early detection of possible overruns and for
projecting estimates at completion (EACs)
◍ Sequencing:.
Answer: a service should be visualized as a sequence to interrelated actions
,◍ Project Roles - Information System Security Engineer.
Answer: Applies scientific and engineering principles to identify security
vulnerabilities and minimize or contain risk associated with these
vulnerabilities.
◍ Phase 1: Front End Planning.
Answer: - Business strategy development or review- New service strategy
development- Idea generation- Service concept development and evaluation-
Business analysis
◍ Service Blueprint:.
Answer: A tool for simultaneously depicting the service process, the points
of customer contact, and the evidence of service from the customer's point
of view
◍ Risks of describing a service with only words:.
Answer: Oversimplification, Incompleteness, Subjectivity, Biased
interpretation
◍ Phase 2: Implementation.
Answer: - Service prototype and development- Market testing-
Commercialization- Post introduction evaluation
◍ Oversimplification:.
Answer: the complexities are not accurately represented
◍ Service offering Innovation.
Answer: - Major or radical innovations- New service for the currently served
market- Service line extensions- Service improvements- Style changes
◍ Incompleteness:.
Answer: the process aren't fully described
◍ System Owner.
Answer: Are the information systems (project) sponsors or chief advocates.
They normally are responsible for initiating and funding projects to develop,
operate and maintain information systems.
, ◍ Subjectivity:.
Answer: the description is biased by the individuals' experiences
◍ Project Management should pay attention to.
Answer: Three key intertwining elements: deliverables, duration and budget
Their relationship is very complex. There will be a positive correlation
between highly demanding deliverable, a long duration and a high budget.
◍ how/why is a service blueprint used?.
Answer: used to analyze, design, and improve service delivery for
consistency and quality
◍ Program MGMT vs Project MGMT methodology.
Answer: Very similar methodology and processes and run in parallel to each
other. They must not be combined and have to be handled and carried out
separately
◍ 6 steps to building a service blueprint..
Answer: 1) Identify the process to be blueprinted2) Identify the customer or
customer segment3) Map the process from the customers point of view4)
Link contact activities to needed support functions5) Add evidence of
service at each customer action step
◍ Hosted virtualization.
Answer: Occurs when the hypervisor runs on top of the host OS (Windows,
Linux) The hosted virtualization architectures usually have an additional
layer of software running in the guest OS that provides utilities to control
the virtualization while in the guest OS, such as the ability to share files
◍ Different ways to read a blueprint, and what purposes do they have?.
Answer: - Left to right for event tracking- Horizontally above and below the
line of visibility for employee/technology roles- Vertically for integration of
various elements- As a whole for service redesign
◍ 5 principles of service design thinking.
Answer: User-created, Coercive, Sequencing, Evidencing
