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What are the three phases of 'problem management'?
What are the three phases of 'problem management'?A . Problem identification, problem control, error controlB . Problem analysis, error identification, incident resolutionC . Problem logging, problem classification, problem resolutionD . Incident management, problem management, change controlView AnswerAnswer: A
It should be based on the objectives of the organization
It should be based on the objectives of the organizationA . 1 and 2B . 2 and 3C . 3 and 4D . 1 and 4View AnswerAnswer: D
What is warranty?
What is warranty?A . Assurance that a product or service will meet agreed requirementsB . The amount of money spent on a specific activity or resourceC . The functionality offered by a product or service to meet a particular needD . The perceived benefits, usefulness and importance of somethingView AnswerAnswer:...
What is the purpose of the ‘deployment management’ practice?
What is the purpose of the ‘deployment management’ practice?A . To ensure services achieve agreed and expected performanceB . To make new or changed services available for useC . To move new or changed components to live environmentsD . To set clear business-based targets for service performanceView 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 of these should be logged and managed as a problem?
Which of these should be logged and managed as a problem?A . Trend analysis shows a large number of similar incidentsB . A user requests delivery of a laptopC . A monitoring tool detects a change of state for a serviceD . 'Continual improvement' needs to prioritize an improvement opportunityView...
What should be done to determine the appropriate metrics for measuring a new service?
What should be done to determine the appropriate metrics for measuring a new service?A . Measuring the performance over the first six months, and basing a solution on the resultsB . Asking customers to provide numerical targets that meet their needsC . Using operational data to provide detailed service reportsD...
Which dimension considers how knowledge assets should be protected?
Which dimension considers how knowledge assets should be protected?A . Organizations and peopleB . Partners and suppliersC . Information and technologyD . Value streams and processesView AnswerAnswer: C
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?A . Progress iteratively with feedbackB . Think and work holisticallyC . Keep it simple and practicalD . Focus on valueView 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
