New Questions 4

Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?

1. Providing an understanding of what strategy is

2. Ensuring a working relationship between the customer and service provider

3. Defining how value is created

A. 1 only

B. 2 only

C. 3 only

D. All of the above

New Questions 5

The consideration of value creation is a principle of which stage of the service lifecycle?

A. Continual service improvement

B. Service strategy

C. Service design

D. Service transition

New Questions 6

Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

A. Event management, incident management, problem management, request fulfilment, and access management

B. Event management, incident management, change management, and access management

C. Incident management, problem management, service desk, request fulfilment, and event management

D. Incident management, service desk, request fulfilment, access management, and event management

New Questions 7

What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

A. Business services

B. Component services

C. Supporting services

D. Customer services

New Questions 8

Which of the following BEST describes 'partners' in the phrase "people, processes, products and partners"?

A. Suppliers, manufacturers and vendors

B. Customers

C. Internal departments

D. The facilities management function

New Questions 9

What is the result of carrying out an activity, following a process or delivering an IT service known as?

A. Outcome

B. Incident

C. Change

D. Problem

New Questions 10

What is a service delivered between two business units in the same organization known as?

A. Strategic service

B. Delivered service

C. Internal service

D. External service

New Questions 11

Which of the following should be considered when designing measurement systems, methods and metrics?

1. The services

2. The architectures

3. The configuration items

4. The processes

A. 2 and 3 only

B. 1 and 3 only

C. 2 and 4 only

D. All of the above

New Questions 12

The design of IT services requires the effective and efficient use of u201cthe four Psu201d. What are these four Ps?

A. People, process, partners, performance

B. Performance, process, products, plans

C. People, process, products, partners

D. People, products, plans, partners

New Questions 13

Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?

A. Where are we now?

B. Where do we want to be?

C. How do we get there?

D. Did we get there?