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Which practice identifies metrics that reflect a customer experience of a service?
Which practice identifies metrics that reflect a customer experience of a service?A . Continual improvementB . Service level managementC . Service deskD . Problem managementView AnswerAnswer: B
Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?
Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?A . Release managementB . Service deskC . Problem managementD . Supplier managementView AnswerAnswer: B
Which statement about outcomes is CORRECT?
Which statement about outcomes is CORRECT?A . Outcomes help service consumers achieve outputsB . Outcomes are one or more services that fulfil the needs of a service consumerC . Service providers help service consumers achieve outcomesD . Helping service consumers achieve outcomes reduces service provider costsView AnswerAnswer: C
Which stakeholders co-create value in a service relationship?
Which stakeholders co-create value in a service relationship?A . Investor and consumerB . Investor and supplierC . Consumer and providerD . Provider and supplierView AnswerAnswer: C
Which guiding principle recommends coordinating all dimensions of service management?
Which guiding principle recommends coordinating all dimensions of service management?A . Start where you areB . Think and work holisticallyC . Keep it simple and practicalD . Progress iteratively with feedbackView AnswerAnswer: B
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?A . Incident managementB . Continual improvementC . Service request managementD . Problem managementView AnswerAnswer: B
Which statement about the steps to fulfill a service request is CORRECT?
Which statement about the steps to fulfill a service request is CORRECT?A . They should be complex and detailedB . They should be well-known and provenC . They should include incident handlingD . They should be brief and simpleView AnswerAnswer: B
Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?
Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?A . Relationship managementB . Continual improvementC . Service configuration managementD . Service level managementView AnswerAnswer: B
The purpose of the supplier management practice is to ensure that the organization’s suppliers and their [?
Identify the missing word in the following sentence. The purpose of the supplier management practice is to ensure that the organization’s suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.A . costsB . usersC . valueD . performancesView AnswerAnswer: D
What is an IT asset?
What is an IT asset?A . The removal of anything that could have a direct or indirect effect on servicesB . Any component that needs to be managed in order to deliver a serviceC . A request from a user that initiates a service actionD . Any financially valuable component...
