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Which is included in the purpose of the ‘design and transition’ value chain activity?
Which is included in the purpose of the ‘design and transition’ value chain activity?A . Ensuring that service components are available when neededB . Providing transparency and good stakeholder relationshipsC . Supporting services according to specificationsD . Continually meeting stakeholder expectations for costsView 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 are the three phases of 'problem management'?
What are the three phases of 'problem management'?A . Problem logging, problem classification, problem resolutionB . Incident management, problem management, change enablementC . Problem identification, problem control, error controlD . Problem analysis, error identification, incident resolutionView AnswerAnswer: C
Which statement about outcomes is CORRECT?
Which statement about outcomes is CORRECT?A . Outcomes are one or more services that fulfill the needs of a service consumerB . Service providers help service consumers achieve outcomesC . Outcomes help service consumers achieve outputsD . Helping service consumers achieve outcomes reduces service provider costsView AnswerAnswer: B
What are the MOST important skills required by service desk staff?
What are the MOST important skills required by service desk staff?A . Incident analysis skillsB . Technical skillsC . Problem resolution skillsD . Supplier management skillsView AnswerAnswer: A
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
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
What is defined as any component that needs to be managed in order to deliver an IT service?
What is defined as any component that needs to be managed in order to deliver an IT service?A . A service requestB . A configuration item (CI)C . An incidentD . An IT assetView AnswerAnswer: B
Which statement about a ‘continual improvement register’ is CORRECT?
Which statement about a ‘continual improvement register’ is CORRECT?A . It should be managed at the senior level of the organizationB . It should be used to capture user demandC . There should only be one for the whole organizationD . It should be re-prioritized as ideas are documentedView AnswerAnswer:...
Which practice owns and manages issues, queries and requests from users?
Which practice owns and manages issues, queries and requests from users?A . Incident managementB . Service deskC . Change controlD . Problem managementView AnswerAnswer: B
