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What type of services are NOT directly used by the business but are required by the service provider todeliver customer facing services?
What type of services are NOT directly used by the business but are required by the service provider todeliver customer facing services?A . Business servicesB . Component servicesC . Supporting servicesD . Customer servicesView AnswerAnswer: C
From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?
From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?A . UserB . CustomerC . SupplierD . AdministratorView AnswerAnswer: B
Which one of the following is the BEST description of a service level agreement (SLA)?
Which one of the following is the BEST description of a service level agreement (SLA)?A . The part of a contract thatspecifies the responsibilities of each partyB . An agreement between the service provider and an internal organizationC . An agreement between a service provider and an external supplierD ....
Which one of the following do technology metrics measure?
Which one of the following do technology metrics measure?A . ComponentsB . ProcessesC . The end-to-end serviceD . Customer satisfactionView AnswerAnswer: A
Which one of the following is the BEST description of a service request?
Which one of the following is the BEST description of a service request?A . A request from a user for information, advice or for a standard changeB . Anything that the customer wants and is prepared to pay forC . Anyrequest or demand that is entered by a user via...
The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?
The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?A . DataB . InformationC . KnowledgeD . GovernanceView AnswerAnswer: C
Which one of the following is concerned with policy and direction?
Which one of the following is concerned with policy and direction?A . Capacity managementB . GovernanceC . Service designD . Service level managementView AnswerAnswer: B
Which one of the following is the BEST description of the items above?
Change advisory board (CAB) Which one of the following is the BEST description of the items above?A . Job descriptionsB . FunctionsC . TeamsD . Roles, people or groupsView AnswerAnswer: D
The processes
The processesA . 1, 2 and 3 onlyB . 1, 3 and 4 onlyC . 2, 3 and 4 onlyD . All of the aboveView AnswerAnswer: D
Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?
Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?A . The IT directorB . The process ownerC . The service ownerD . The customerView AnswerAnswer: B
