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Which practice owns and manages issues, queries and requests from users?
Which practice owns and manages issues, queries and requests from users?A . Service deskB . Problem managementC . Incident managementD . Change controlView AnswerAnswer: A
Which competencies are required by the 'service level management' practice?
Which competencies are required by the 'service level management' practice?A . Problem investigation and resolutionB . Incident analysis and prioritizationC . Business analysis and commercial managementD . Balanced scorecard reviews and maturity assessmentView AnswerAnswer: C
When planning ‘continual improvement’, which approach for assessing the current state of a service is CORRECT?
When planning ‘continual improvement’, which approach for assessing the current state of a service is CORRECT?A . An organization should always use a single technique to ensure metrics are consistentB . An organization should always use a strength, weakness, opportunity and threat (SWOT) analysisC . An organization should always develop...
Which is NOT a key focus of the 'information and technology' dimension?
Which is NOT a key focus of the 'information and technology' dimension?A . Workflow management and inventory systemsB . Communication systems and knowledge basesC . Roles and responsibilitiesD . Security and complianceView AnswerAnswer: C
Which guiding principle helps to ensure that better information is available for decision making?
Which guiding principle helps to ensure that better information is available for decision making?A . Keep it simple and practicalB . Collaborate and promote visibilityC . Optimize and automateD . Think and work holisticallyView AnswerAnswer: B
Which dimension includes activities and workflows?
Which dimension includes activities and workflows?A . Value streams and processesB . Partners and suppliersC . Information and technologyD . Organizations and peopleView AnswerAnswer: A
Which is NOT a key focus of the 'information and technology' dimension?
Which is NOT a key focus of the 'information and technology' dimension?A . Workflow management and inventory systemsB . Communication systems and knowledge basesC . Roles and responsibilitiesD . Security and complianceView AnswerAnswer: C
Which describes a standard change?
Which describes a standard change?A . A high-risk change that needs very thorough assessmentB . A change that is typically implemented as a service requestC . A change that must be implemented as soon as possibleD . A change that needs to be scheduled, assessed and authorized following a defined...
A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?
Identify the missing word in the following sentence. A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?] and risks.A . informationB . utilityC . warrantyD . costsView AnswerAnswer: D
A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?
Identify the missing word in the following sentence. A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?] and risks.A . informationB . utilityC . warrantyD . costsView AnswerAnswer: D
