Summary and knowledge check

Completed

In the final phase of the service adoption Framework, Scale, you learned about business scenario mapping and how to use it to prioritize activities. You started creating your awareness and engagement plan. Finally, you learned about service health reviews and the need for continuous improvement.

Check your knowledge

1.

Simplified business scenario mapping enables you to do what?

Understand existing people and process problems

Prove your instincts about collaboration are right

Define a successful process journey for an employee

Document where people need to be trained

2.

True or false: The outcome of scenario mapping is to create a library of business scenarios by stakeholder area that can be prioritized by impact and difficulty.

True

False

3.

What is experience fragmentation?

Everyone is doing their own thing with technology across the company.

Only a part of a process or group of people has been moved to the new experience.

Some people use desktops and some use mobile devices to work.

Device damage causes you to not be able to see the document you are working on.

4.

Which of the following is most true about having a sense of humor?

Essential for Service Adoption Specialists.

Can be subtly used to break tension in a project meeting.

Can bond team members together and improve company culture.

All of the above.

5.

True or false: Sending an email is an engaging way to communicate with employees.

True

False

6.

Business engagement is designed to do which of the following?

Provide a person that business users can talk to about their support issues.

Ensure your business process mapping is correct.

Drive continuous improvement and healthy usage of the services.

All of the above.

7.

True or false: It's not important to keep records of who attends your in-person training courses as long as people do attend them.

True

False

8.

Who do you need to work with to see Microsoft 365 usage information for your tenant?

No one. This is available to everyone.

The Microsoft Partner you are working with.

Your IT partner. They need to deploy and grant you access to the Power BI Content Pack.

You have to get this from Microsoft directly.

9.

The Microsoft 365 Content pack provides you with which of the following?

Usage and adoption data by region and workload.

Access to individual employee-specific daily behavior.

Service cost information for Microsoft 365.

None of the above.

10.

True or false: The Adoption Content pack is a paid service that you add on to your Microsoft 365 account.

True

False

11.

True or false: Usage data helps you adjust your awareness and training campaigns to help people understand the capabilities that they have available to them.

True

False

12.

Primarily a service health review is designed to do which of the following?

Provide a meeting where business can lodge complaints about IT services.

Review service incidents and issues.

Is only for technical personnel.

Bring IT, adoption, and business leaders together to discuss the health and usage of services.

13.

True or false: A 'service' is a collection of technical capabilities that deliver a specific business outcome.

True

False

14.

How often, as a best practice, should you hold service reviews?

Bi-weekly

Monthly

Bi-monthly

You must answer all questions before checking your work.