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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
Which statement about service desks is CORRECT?
Which statement about service desks is CORRECT?A . The service desk should work in close collaboration with support and development teamsB . The service desk should rely on self-service portals instead of escalation to support teamsC . The service desk should remain isolated from technical support teamsD . The service...
Normal changes should be handled as service requests
Normal changes should be handled as service requestsA . 3 and 4B . 2 and 3C . 1 and 4D . 1 and 2View AnswerAnswer: D
Which describes a set of defined steps for implementing improvements?
Which describes a set of defined steps for implementing improvements?A . The ‘improve’ value chain activityB . The ‘continual improvement register’C . The ‘continual improvement model’D . The ‘engage’ value chain activityView AnswerAnswer: C
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
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?A . Change controlB . IT asset managementC . Service deskD . Service request managementView AnswerAnswer: D
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?A . Start where you areB . Collaborate and promote visibilityC . Keep it simple and practicalD . Optimize and automateView AnswerAnswer: C
Which practice provides a single point of contact for users?
Which practice provides a single point of contact for users?A . Incident managementB . Change controlC . Service deskD . Service request managementView AnswerAnswer: C
What is the expected outcome from using a service value chain?
What is the expected outcome from using a service value chain?A . Service value streamsB . Value realizationC . Customer engagementD . The application of practicesView AnswerAnswer: B
Which activity captures the demand for incident resolution and service requests?
Which activity captures the demand for incident resolution and service requests?A . Change controlB . Problem managementC . Service deskD . Service catalogue managementView AnswerAnswer: C
